We offer remote work opportunities (AK, AR, AZ, CA, *CO, FL, *HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, *WA, WI and WY only).

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!

Job Summary

Supervises Enrollment operations and staff in a high volume production environment. Coordinates staff training of new and existing staff on all aspects of Enrollment operations, including customer service. Ensures the Enrollment department meets performance standards and service levels. Coaches and counsels employees on daily processing issues and tracks employee performance levels. Resolves complex enrollment issues escalated by staff. Coordinates work schedules.

Education and Experience

Required: o High School Diploma or G.E.D. o 1 year college or equivalent o 2+ years administrative or medical office experience Preferred: o Supervisory experience in a production environment

Key Responsibilities

o Supervises the Enrollment Production staff by training, coaching, counseling, and developing staff. o Completes production plan by scheduling and assigning personnel; accomplishing work results; establishing priorities; monitoring progress; revising schedules; resolving problems; validate accuracy of contractual reporting; communicating o Manages department workload and inventory, personnel and resources; implementing government and system changes; developing reporting procedures. o Ensures adequate coverage of Enrollment function and adjusts schedules based on workload utilizing Workforce Management software. o Monitors ESR performance levels and real-time reports, provide weekly and monthly scorecare results.. Reviewing Audits and Coordinating ESR Review/Dispute process o Functions as a Subject Matter Expert on the TRICARE Enrollment process. o Resolves complex enrollment issues escalated by ESR staff. o Monitors system and process discrepancies by researching, reporting on, and developing strategies for process improvement. o Oversees regular reporting and special projects to ensures completion within required timelines. o Performs other duties as assigned. o Regular and reliable attendance is required.

Competencies

Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; Adapt to different styles; Listen critically; Collaborate. Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications. Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required. Creativity / Innovation: Ability to develop unique and novel solutions to problems; View change as necessary. Empathy / Customer Service: Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position. Leadership: Successfully manage different styles of employees; Provide clear direction and effective coaching. Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment. Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; Detail-oriented. Team-Build ng / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment. Technical Skills: Thorough knowledge of TRICARE program, policies, and procedures; Strong understanding of Defense Enrollment Eligibility Reporting System; Knowledge of Enrollment-related software applications

Working Conditions

Working Conditions: o Availability to cover any work shift o Works within a standard office environment, with minimal travel required o Department of Defense security clearance required

Annual base salary for Colorado, Hawaii, Washington D.C. and Washington State residents: $62,000- $78,000 depending on experience