Field Support Specialist - Hybrid - San Antonio, TX

Profile
This position is a hybrid role with work from home and onsite in San Antonio, TX. This position will support the following military treatment facility: NHC Corpus Christi, NBHC Dallas–Fort Worth, NBHC Kingsville, NBHC Belle Chasse, and all USCG MTFs across Texas and Louisiana
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
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 requires frequent coordination with Provider Relation Representatives to determine TRICARE certified healthcare locations for patient care. 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 & 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
Bachelor’s 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. Experience working in CARE Radius, DOMA (Document Management System), DEER (Defense Enrollment Eligibility Reporting System).
Key Responsibilities
Develops and maintains a clear understanding of TriWest’s contracted responsibilities, the TRICARE Operations Manual, 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, beneficiary claims and any other related matters.
Utilizing the TriWest customer relationship management system (CRM), DOMA, Government Portal, DEERS and Tableau 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 TriWest’s 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.
Offers onsite support and serves as a liaison between the referral operations team and Military Treatment Facilities (MTFs) to resolve discrepancies pertaining to referral and authorization inquiries. Utilizes the medical management platform to review the status and perform minor updates to existing referrals and authorizations.
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.
Performs 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 TriWest’s 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 draw sound conclusions.
Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.
Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.
Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.
Technical Skills: Working knowledge of medical terminology and the authorization and referral process; Advanced telephone customer service and analysis skills; Proficient with data entry into on-line systems; Ability to cope in a fast-paced production environment and to effectively utilize multiple systems to perform function.
Working Conditions
Working Conditions
Working conditions will vary and depend on the needs of the region the incumbent is supporting. This includes: Remote work with travel to MTFs and TriWest hubs, assignment to a specific MTF or a hybrid position with work from home and work within MTFs or hubs.
Frequent travel is expected.
Maintains availability to be reached by MTF staff or other TriWest team members via phone during normal working hours.
Extensive computer and telephone work.
Company Overview
Taking Care of Our Nation’s Heroes.
It’s Who We Are. It’s What We Do.
Do you have a passion for serving those who served?
Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve®!
Our job is to make sure that America’s heroes get connected to health care in the community.
At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.
DoD Statement
Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.
Benefits
We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:
Medical, Dental and Vision Coverage
Paid time off

Work arrangement
Yes