Role:Managed Care Support Liaison Assignment:Humana Government Business Location:Pensacola, FL
Humana is looking for associates dedicated to service, and who believe in following the golden rule: treat others the way you want to be treated. Humana was founded on this basic premise of how people should be treated, and this value is very much alive in our expectations for providing our customers with perfect service today. At Humana, Perfect Service means getting the basics done right, delivering value and quality, providing guidance on their needs, and actively engaging with our members. Our associates engage with members through every step of their road to wellness; whether it’s through direct interaction or their efforts behind the scenes. Humana associates provide Perfect Service every day to our members, employers, providers and colleagues. As a member of our service organization you will respond directly to questions and provide guidance on transactions, inquires, or complaints from consumers. Humana is looking for people who improve their own well-being by taking care of others.
Provides customer service support for Military Treatment Facilities (MTFs) and TRICARE beneficiaries in specified geographical areas. Travels to various locations to present 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/HSS 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. 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.
•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/HSSs 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/HSSs, other team members and government partners. Provides back-up support for HSMs/HSSs. 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.
Role Essentials * Our Department of Defense contract requires U.S. citizenship
Successfully receive interim approval for government security clearance (eQIP - Electronic Questionnaire for Investigation Processing)
H.S. Diploma or GED
4 years experience in customer relations, public contact position, and/or TRICARE experience, including making presentations to groups
Demonstrated ability to analyze information, research problems, and determine and implement solutions
Ability to handle high volume customer contact in a courteous and professional manner
Willingness to travel and work uncommon hours
Excellent oral and written communication skills
Strong computer skills, including use of business software
Demonstrates initiative and attention to detail
Displays keen public-speaking ability Role Desirables
Knowledge of the TRICARE program
Organizational skills necessary to effectively manage multiple activities
Title: Managed Care Support Liaison - Pensacola, FL
Requisition ID: 178193