Description & Requirements

This program provides virtual customer service in support of beneficiaries, family members, military personnel, and medical providers. Using a patient-centric approach, the team will assist callers to navigate and answer the TRICARE program benefit questions, update the beneficiary demographics in the government system, perform enrollments into the TRICARE program, change the Primary Care provider for the beneficiary and/or family and assist with claim questions.

To work on this program, the staff must be able to meet the ADPII Tier 1 government clearance

(including credit).

Learn and execute the training for the TRICARE program staff. Ensure staff maintain competency and deliver superior customer service in support of the platform. Provide technical expertise and training on all alternate digital platforms needed to perform their job.

Essential Duties and Responsibilities

Support the design, development, and distribution of training programs and materials.
Conduct, plan, and coordinate training to a variety of audiences.
Coordinate logistics for instruction events, including scheduling classes, reserving classrooms, and preparing workstations.
Determine resource readiness for courses, including materials, training room, technology, and collection and entry of training data.
Maintain records of training activities, participant progress, and program effectiveness.
Provide production floor support and answer questions.
Identify performance issues, provide corrective action, and suggest termination for staff not

meeting performance criteria in the training class

Supervise and report on progress of trainees and during training period and nesting
Provide follow-up coaching about job performance and quality assurance to new employees

after training, as needed

Show success in a training or classroom setting sensitively dealing with various learning

styles

Conduct Supervisor and Leadership classes for managers, supervisors, and support personnel

and ensure all have knowledge of any operational changes

Take calls and act as roaming Supervisor during All-Hands situations
Required to work hours outside of normal business hours when needed, to meet training or

program needs

Remain current with program requirements
Follows SOPs (Standard Operating Procedures) for the training component of the program
Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules

Skills

Strong interpersonal skills with the ability to build relationships at all levels
Proactive, self-starter and the ability to work well in a team environment with enthusiasm about

training and employee development

Detail-oriented with good organizational skills and capable of effectively prioritizing and

multi-tasking

Advanced written and oral communication skills with excellent presentation and public

speaking skills.

Advanced reading and comprehension abilities
Advanced analytical and creative thinking skills

Education

Bachelor's degree in education or a related field required, or equivalent combination of education, and/or 3+ years of leadership and/or training experience working in a contact center in lieu of degree

Remote Work Requirements

HIPPA compliant workspace
Private and Secure workspace away from others, noise and distractions
Reliable high-speed internet-Ethernet/hard wired Connection (no Wi-Fi or Hotspots)
Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required

(you can test this by going to www.speedtest.net)

Minimum Requirements

Ability to obtain US Security Clearance
Must be a US Citizen
Must reside and work in the contiguous US
Flexibility of work schedule to meet the team's training needs, including working holidays when

required

Standard hours of operation are Monday-Friday from 8AM-11PM CST
5 to 7 years' experience in customer service, performance evaluation, and process

improvement

Minimum Requirements

High School diploma or equivalent required; Bachelor's degree preferred.
3 years of leadership and/or training experience required.
May have additional training or education in area of specialization.

EEO Statement

Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We're proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

Pay Transparency

For positions on this contract, Maximus will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.

Minimum Salary

$

32.45

Maximum Salary

$

33.96

Remote

About the Company

Maximus

MAXIMUS provides business services to help governments operate health and human services programs, mostly at the state and national levels. The company's health services segment offers outsourced program management and administrative services,

Company Size

5,000 to 9,999 employees

Industry

Healthcare Services

Founded

0

Website

https://www.maximus.com/

Trainer (remote, virtual) TRICARE

Job Type