Field Support Specialist - Killeen, TX

[This position will support the following military treatment facility: Army Medical Center Darnall-Fort Cavazos. [Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position. [Veterans, Reservists, Guardsmen and military family members are encouraged to apply [Must have US. Citizenship. Job Summary ]{arial",sans-serif"""}]{calibri",sans-serif"""}]{calibri",sans-serif"""}]{arial",sans-serif"""} This position resides within the Military and Veteran Services (MVS) division and is assigned to support the internal staff of military treatment facilities (MTFs). The incumbent will also work closely with MTF staff to support TRICARE beneficiaries and provide non-clinical support for patient referrals and authorizations; outreach to network providers as necessary; and to facilitate the support of applicable TriWest departments for resolving network gaps, provider and contract concerns, customer service requests, and discharge coordination for patients from network and non-network facilities. Additionally, the incumbent will provide TRICARE educational briefings upon request and assist the Regional Director and other applicable MVS staff with support for the MTF(s) contingency exercises or actual contingency scenarios. This position will report to the MVS Regional Director. Dependent on location, the incumbent may be required to travel to multiple MTFs, or regional TriWest hubs. Education and Experience Required: High School Diploma or General Education Diploma (GED). US. Citizenship Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation. 2 or more years of experience in working with the TRICARE Program in customer service and administrative support to clinical operations and providers services or equivalent roles. Demonstrated success working in a highly matrixed organizational environment. Preferred: Bachelors Degree in a health related studies (Health Administration, Health Policy, Public Health, Public Administration or Communications). Experience as a TRICARE Beneficiary Counseling and Assistance Coordinator (BCAC). Experience working in MTF TRICARE business operations. Key Responsibilities Develops and maintains a clear understanding of TriWests contracted responsibilities and performance requirements related to support of the MTFs and their beneficiaries. Serves as the designated onsite/on call TriWest point of contact for the MTF staff regarding any of a continuum of issues relating to enrollment, referrals and authorizations, issues with network providers, and any other related matters. Utilizing the TriWest customer relationship management system (CRM), will refer all identified issues to the appropriate TriWest corporate division for follow up and resolution according to MVS operating procedures. Urgent matters will be reported via phone to the applicable Director/department as well as via the CRM system. Monitors issues referred to them for trends or opportunities to improve TriWests services and identify root causes of frequently recurring matters referred to them, keeping the Regional Director and associated MVS team members informed in accordance with MVS policies and procedures. Review and facilitate resolution of referral and authorization issues and trends, analyzing them for root causes and work with the MTF staff to identify and implement corrective strategies. Provides TRICARE information/education briefings for meetings with MTF staff, providers, medical staff and beneficiary groups and provides accurate explanations of the various TRICARE health plans and their policies relating to them. Per orms on-site and virtual outreach activities for military installation community and beneficiary groups such as Family Readiness Groups, Retiree Associations, and Installation New-comers Orientation, and provides educational briefings on such matters as transferring TRICARE enrollment, PCM selection, and other interest areas for new people to the community. Documents and records performance of educational briefings provided for input to contract performance reporting in accordance with MVS policy and procedures. Works in partnership with the MTF staff to identify and develop opportunities, within job scope, for greater MTF optimization in support of Defense Health Agency (DHA) Network goals. . Responds to and assists MTF staff, the Regional Director, and other involved MVS team members with contingency planning for MTF contingency exercises or actual contingency scenarios in support of the MTF and TriWest contracted network providers as needed. Maintains up-to-date knowledge of the Managed Care Support Contract, contract changes, the TRICARE Operations Manual (TOM), and TriWest policies and procedures applicable to this position. Maintains proficiency in the use of TriWests customer relationship management (CRM) system and ensures it is used to record and report all applicable customer service transactions and the reporting of identified issues to other TriWest corporate departments for resolution. Inputs potential quality of care or safety issues in to CRM and reports them to the Regional Director and applicable TriWest departments in accordance with MVS policy and procedures. Consistently meets productivity and performance metrics determined by TriWest and MVS policy and procedures. Performs other duties as assigned. Regular and reliable attendance is required. Competencies Commitment to Task: Ability to conform to established policies and procedures; exhibits high motivation. Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate. Information Management: Ability to manage large amounts of complex information easily, communicate clearly, and dr