Field Support Specialist - Puget Sound Area

This position will support the following military treatment facility: Madigan/Joint Base Lewis McChord, NHS Bremerton, NHS Oak Harbor. 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! Must have US. Citizenship. Job Summary This position resides within the Military & 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 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. Key Responsibilities Develops and maintains a clear understanding of TriWest's contracted responsibilities 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, and any other related matters. Utilizing the TriWest customer relationship management system (CRM), 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. 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 G