Beneficiary Education Specialist

ASM is seeking a Beneficiary Education Specialist to join a dynamic, cross-functional team. In this role, the candidate will provide critical support to the TRICARE beneficiary community, which serves over 9.4 million beneficiaries by collaborating with customer service teams and healthcare providers, and delivering support to other key stakeholders, including direct support to beneficiaries.  The Beneficiary Education Specialist will provide education, training, and ongoing support to a community of hundreds of customer service representatives and beneficiaries to facilitate the delivery of the TRICARE benefit.

The candidate will work remotely and occasionally onsite in Falls Church, VA.

• Education: Bachelor’s degree required
• Experience: 5–8 years of relevant work experience is required, including customer service and client management experience.
• Prior experience in military healthcare or a related field strongly preferred.
• Skills: Ability to manage multiple projects in a fast-paced environment, communicate clearly and concisely with government clients, and maintain strong attention to detail.
• Must be self-motivated, capable of working independently and in a team, and able to develop processes, track daily progress, and meet deadlines.
• Technical Skills: Proficiency in Microsoft Office tools (Excel, Word, PowerPoint) is required. Experience with project management tools like Microsoft Lists, JIRA, or Power BI is preferred but not required.

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

• Oversee and manage internal government databases, including the Assistance Report Tool (ART) and the Patient Advocate Assistance Reporting Tool (PAART). Responsibilities include activating and reactivating user profiles, pulling data, and preparing comprehensive usage reports.
• Provide support for quarterly ART and PAART development releases by conducting thorough database functionality testing before and after each release. This may occasionally require after-hours or weekend work (approximately five to ten days per year).
• Pull data from ART and PAART to respond to client inquiries promptly and accurately.
• Collaborate with developers to address system issues and bugs, ensuring clear communication and timely resolution. Development releases typically occur four times a year or as needed to address emerging issues.
• Monitor and respond to user inquiries on two SharePoint customer service community forums, as well as manage a dedicated customer service inbox.
• Review updates to TRICARE manuals; summarize and publish updates to the CSC community forum on SharePoint.

• Bimonthly trainings: Provide comprehensive support for quarterly customer service meetings by managing all aspects, including developing agenda topics, coordinating with and following up with speakers, preparing presentation materials, and facilitating the meetings to ensure smooth execution.
• Training after-action reports: Provide end-to-end coordination including sending forms to participants and pulling/analyzing feedback to identify key takeaways.

• FAQs: Update and manage approximately 300 customer service FAQs each year to ensure they are accurate and helpful to the customer service community.
• Analytics: Work with the analytics lead to gather and review data from the ART system. Help compile data and create reports on web search terms and FAQ search trends.

• Cases: Work directly with beneficiaries to address individual health plan issues, coordinate with appropriate managed care support contractors to ensure complete resolution of issues. Keep case information updated in the ART database.
• Customer Service: Build and maintain strong relationships with beneficiary counselors, patient advocates, subject matter experts (SMEs), and other government stakeholders.

• Strong IT background with an understanding of business operations and products
• Good analytical and creative problem-solving skills
• Good written and oral communication skills
• Strong organization and time management skills
• Ability to conduct research into systems issues and products as required
• Ability to effectively prioritize and execute tasks in a high-pressure environment and work though workflow analysis
• Deep understanding of business operations, processes, and industry best practices across various functional areas

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.