Consumer Service Operations Professional 2

Become a part of our caring community and help us put health first

The Consumer Service Operations Professional 2 - provides customer service support for Military Treatment Facilities (MTFs) and TRICARE beneficiaries in specified geographical areas. Presents individual and group TRICARE information and briefings to diverse audiences that range from military General Officers to active duty members and their families to military retiree organizations. Augments the HSM/HSC in accomplishing their scope of work. Must possess a strong knowledge and understanding of the TRICARE program as well as general business operations to ensure contract performance is consistently within expected performance standards. Demonstrates professionalism and is able to work independently with minimal supervision. Exercises discretion, independent judgment and critical thinking skills when prioritizing issues, addressing concerns, making decisions and seeking resolutions for both internal and external customers.

The Consumer Service Operations Professional 2 identifies and accesses resources as appropriate to achieve issue resolution. Liaisons with other departments as needed to resolve issues and to promote education and understanding of business requirements and resource management practices. Professional and articulate, comfortably presents TRICARE program information to any audience.

Key Accountabilities

Briefing Requirements. Exhibits ability to work autonomously. Conducts TRICARE briefings and beneficiary education within assigned Health System Areas (HSAs) as scheduled or upon request, and within required timeframes in accordance with Humana Military contract performance standards. Conducts presentations tailored to the needs of the audience.Beneficiary Support. Provides accurate and timely guidance to beneficiaries on applicable TRICARE benefits and services. Proactively seeks out, identifies and resolves problems affecting TRICARE beneficiaries. Educates and promotes beneficiary use of TRICARE self-service resources.MTF Support. Works collaboratively with HSMs/HSCs and MTF personnel to manage relationships and facilitate resolution of issues within assigned HSAs. Provides timely follow-up to customer inquiries. Establishes and maintains positive working relationships with MTF personnel.Communication and Relationships. Develops and fosters relationships that enable the associate to identify and meet customer needs. Displays positive verbal and written communication skills. Effectively communicates with internal and external customers. Maintains open lines of communication with HSMs/HSCs, other team members and government partners. Provides back-up support for HSMs/HSCs. Responds to internal and external customer needs in a timely manner, appropriately utilizes resources to achieve resolution, and ensures follow-up until issues are resolved.Reporting and Documentation. Utilizes designated information systems to track issues and resolution status. Responsible for accurate and timely completion of required documentation and file maintenance with updates as necessary. Identifies opportunities for process improvement and provides feedback to leadership. Ensures data updates necessary to meet monthly contract reporting compliance.Travel and Scheduling. Responsible for coordinating meetings/appointments and maintaining accurate schedules. Communicates availability with leadership and identified MTF Point Of Contact (POC). Makes own travel arrangements and submits expense reports per policy guidelines. Prioritizes workload to maintain established schedules and deadlines.

Will work onsite 5 days a week at the Military Treatment Facility (MTF) at Fort Jackson Army base in Columbia, SC.

Will also travel to and provide additional support at Shaw AFB.

Required Qualifications

Use your skills to make an impact

Strong experience in customer relations, public contact position, and/or TRICARE experience, including making presentations to groupsDemonstrated ability to analyze information, research problems, and determine and implement solutionsAbility to multi-task and work in a very fast-paced environmentStrong written and verbal communication skills to include presentation skillsExcellent interpersonal skills and ability to develop collaborative working relationships across multiple functional areas in the organization or with consumersConsultative skills which include ability to assess, understand the consumer and make recommendationsAbility to work independentlyComprehensive knowledge of Microsoft Office Suite to include Word, Excel, PowerPoint and AccessWillingness to travel and work uncommon hours - MUST be flexible and have reliable transportationDisplays keen public-speaking abilityOur Department of Defense contract requires U.S. citizenshipIf offered a position with Humana Government Business you would be required to go through the eQIP process to obtain Government Security Clearance to work on government systems

Preferred Qualifications

Prior experience as a medical office manager or running a medical officeOrganizational skills necessary to effectively manage multiple activitiesExperience with medical claims/health insuranceProject Management experienceBachelor's degree

Additional Information

Work Style: On-site/In-office(s)

Work Location(s):

Central South Carolina working onsite at Fort Jackson Army base in Columbia, SC Monday through Friday. As needed will cover and travel to Shaw AFB (Air Force Base).

Work Hours: Hours will be sometime between the hours of 7:30 a.m.- 4:30 p.m. EST, Monday through Friday with some potential for weekends based business need

Interview Format

As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$47,700 - $65,600 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description Of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About Us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of  Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of  Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.