Customer Service Representative

**You must live within 1 hour commute to either Ebensburg, PA or Bedford, PA**

This is a remote position that requires on-site training for the first 4 weeks in either our Bedford, PA location or our Ebensburg, PA location

MyAdvisor/VetAdvisor care coordination program provides expert care for those that serve others. From behavioral health to career development, MyAdvisor will triage individual needs to find the best resources for ongoing support.

With over 12 years of proven success, MyAdvisor provides support to those who are responsible for the safety and welfare of others. Three Wire delivers practice, preventative, and integrated care coordination to private and public sector employers. This care coordination, in turn, supports clinical tele-behavioral health, holistic wellness, navigational advocacy and family stability, and thus helps individuals thrive in their career and family life.

Job Summary:

In this critical role, you will be in the front-lines facilitating our military populations’ health care needs by providing outstanding customer service in a fast-paced contact center. You will respond to inbound calls, chat, email or other written correspondence regarding enrollment, claims, referrals and authorizations and appointments. Combine your passion for our military community with your proven customer service skills in this mission to serve those who serve.

Duties/Responsibilities:

• Accurately and professionally answer health care inquiries and provide resolutions to TRICARE beneficiaries & providers over the phone, chat, email or other written correspondence.
• Effectively and professionally answer customer inquiries by taking ownership of issues, utilizing sound judgement and the tools at your disposal to resolve customer issues on the initial contact
• Meet department productivity and performance metrics to include consistent and regular attendance. Adhere to published schedule, prioritize workload to answer incoming calls and maintain consistent attendance.
• Document customer interactions and cases in a customer relationship management (CRM) system.
• Participates in continuous training and become fully proficient in resolving all customer inquiries
• Regular and consistent attendance

Education and Experience:

Required

• High School diploma or GED
• U.S. Citizenship
• Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation.
• At least two years of professional work experience in a customer service environment
• Excellent verbal and writing skills.
• Technology literate and experienced in navigating multiple screens or web browsers at one time and proven ability to work independently in a remote work environment.

Preferred

• TRICARE customer service experience
• Contact center experience to include call center chat messaging
• Military connectedness

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.