TRICARE Support Executive

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Please Note: This position is part of our talent network, and we are currently gathering interest for future opportunities. While we do not have a confirmed start date for the next class at this time, we encourage you to add yourself to our network to be considered once dates are finalized.

Official

Title:

TRICARE Support Executive ("TSE") in the Beneficiary Support Center ("BSC") where our Enrollments and Claims teams are.
Location: 654 Richland Hills Drive, San Antonio, TX 78245

Salary: base pay will be $21 per hour to be paid on a bi‑weekly schedule. A shift differential will be available

Schedule: Training will be for the first 6 weeks (5 days a week / 9 hours per day w/ 1 hr unpaid lunch) and will consist of 4 weeks classroom training + 2 weeks on‑the‑job training. After you graduate from training, Agents will be scheduled any day of the week Sun‑Sat (may not be consecutive work days).

This position is fully office based, responding to inbound calls or contact from our beneficiaries based around the world, either current or former members of the US military and their families, who want to access medical services.

• Answer all incoming calls promptly using the prescribed protocols and ensuring complete resolution.
• Make outbound calls to follow up with beneficiaries and providers on queries, when appropriate.
• Work with International SOS teams and designated Government points of contact to ensure TRICARE processes and benefits rules are understood and communicated accurately to beneficiaries.
• Actively promote Electronic Claims Submission and Payment solutions and other self‑servicing products.
• Demonstrate professional, positive, caring and empathetic approach when assisting callers.
• Maintain confidentiality of all beneficiary information.
• Maintain specific quality and quantity standards.
• Adhere to company policies and procedures at all times.
• Assist with the training of new staff by mentoring them during their training program period, upon request.
• Comply with established Service Recovery Protocol.
• Attend and participate in International SOS Staff meetings and Education offerings.
• Other duties as assigned.

• Required Work Experience
  • Worked in a call center environment – Call handling, transfers, inbound and outbound.
  • Understand call and email etiquette.
  • Worked in a health insurance, medical or any related business.
  • Exposed to administrative work like claims processing, enrollments, billing etc.
  • Experience with SAP or Salesforce is a plus.
  • Or equivalent military experience.
• Required Qualifications
  • Must be able to work a shift‑based position with fixed schedules.
  • This position does require someone who can obtain and maintain the appropriate level of tiered investigation access for a position of Trust after being offered a position. International SOS will facilitate.
  • Proficient at typing.
  • Proficient at basic computer applications (MS Suite, Web browsing).
  • Preferably educated to high school level or equivalent.
  • College Graduate Preferred.
• Required Languages
  • English language skills (oral and written).
  • Ability to speak, read and write in Spanish preferred.
  • Bilingual in any other language is preferred.

International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.