Customer Service Rep - 2nd Shift position - 11:25am - 8:00pm CS

We are seeking a talented Customer Service Rep to join our team! The successful candidate will play a critical role in providing call center telephone support, as well as responses to written inquiries submitted by, military members, retirees, and dependents eligible for both TRICARE and Medicare benefits. In addition, this role is responsible for assisting with claims and billing inquiries from hospitals and clinics. Inquiries can include questions about claims, benefits, and eligibility. Success is accomplished by navigating multiple systems to research and resolve complex inquiries with a clear, accurate, and easy to understand response.

Additional Information

• Start Date: 6/2/25
• Starting Pay: $19.00/hour plus a 2^ndShift differential of $.75/hour.($19.75)
• Training: First 8 weeks from 8:25am-5:00pm CST Monday-Friday.
• Scheduled Shift - 2^nd Shift: 11:25am-8:00pm CST (once training is completed).

Work Location
We are open to remote work in the following approved states:
Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, New Jersey, North Carolina, Ohio, South Carolina, Texas, Virginia, Wisconsin

A Day in the Life of a Customer Service Rep Specialist:

• Serving as the first point of contact for members and medical providers, answering inquiries regarding benefits, eligibility, claims, billing, and healthcare services.
• Respond to an average of 80 or more inbound phone calls and written inquiries per day from retired military beneficiaries and medical providers.
• Receive calls and written inquiries from retired military beneficiaries regarding their claim questions and status.
• Process correspondence by reviewing detailed information across multiple systems to accurately resolve complex TRICARE related inquiries while delivering clear, thorough, and easy to understand responses.
• You will use our various systems to find the, sometimes-complex, information and be expected to patiently explain it in a way that is easy-to-understand.
• Quickly and efficiently respond to billing agents in hospitals and clinics regarding claim payment statuses, billing inquiries, and correcting billing errors as needed.
• Maintain a high level of accuracy in handling confidential information and records.
• Provide exceptional customer service to ensure a positive experience for each caller.

How do I know this opportunity is right for me? If you:

• Have strong communication and interpersonal skills, including the ability to effectively explain complex information.
• Have exceptional customer service skills and the ability to handle difficult situations with empathy and patience.
• Can ensure adherence to regulatory guidelines (i.e., HIPAA, CMS) when providing information and service to members and providers.
• Can multitask, prioritize, and manage time effectively in a fast-paced environment.
• Can maintain a high level of accuracy and attention to detail.
• Have proficient computer skills and willingness to learn new systems and processes.

What will I gain from this role?

• We offer a dynamic and challenging work environment, competitive salary and benefits package, and opportunities for growth and advancement. Don't miss this chance to make a positive impact on the lives of retired military beneficiaries and join our team as a Customer Service Rep Specialist!

Minimum Qualifications

• U.S. Citizenship is required for this position due to Department of Defense restrictions.
• High School Diploma or GED or equivalent experience.
• 1 or more years of customer service experience working in a fast paced, high volume call center environment.
• Strong verbal and written communication skills with the ability to effectively explain complex information.
• Proficiency in Microsoft Office Suite and customer service software.
• Demonstrated customer service skills and the ability to handle difficult situations with empathy and patience.
• Solid ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Ability to maintain a high level of accuracy and attention to detail.

Preferred Qualifications

• 2 or more years of experience in a fast paced, high volume call center environment.
• 1 or more years of customer service experience working with health insurance and/or medical claims.
• Ability to learn medical and insurance terminology.
• 1 or more years of experience with navigating dual monitor screens and utilizing multiple programs at once.
• Strong skillsets in multi-tasking, research, and problem-solving.

Remote Work Requirements

• Wired (ethernet cable) internet connection from your router to your computer
• High speed cable or fiber internet
• Minimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection (can be checked at https://speedtest.net)
• Please review Remote Worker FAQs for additional information

Benefits

• Remote work options available
• Performance bonus and/or merit increase opportunities
• 401(k) with a 100% match for the first 3% of your salary and a 50% match for the next 2% of your salary (100% vested immediately)
• Competitive paid time off
• Health insurance, dental insurance, and telehealth services start DAY 1
• Professional and Leadership Development Programs
• Review additional benefits: (https://www.wpshealthsolutions.com/careers/)

Who We Are

WPS, a health solutions company, is a leading not-for-profit health insurer and federal government contractor headquartered in Madison, Wisconsin. WPS offers health insurance plans for individuals, families, seniors and group health plans for small to large businesses. We process claims and provide customer support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. WPS has been making healthcare easier for the people we serve for nearly 80 years. Proud to be military and veteran ready.

Culture Drives Our Success

WPS' culture is where the great work and innovations of our people are seen, fueled and rewarded. We accomplish this by creating an open and empowering employee experience. We recognize the benefits of employee engagement as an investment in our workforce-both current and future-to effectively seek, leverage, and include differing and unique perspectives that fuel agility and innovation on high-performing teams. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities.

We are proud of the recognition we have received from local and national organization regarding our culture and workplace: WPS Newsroom - Awards and Recognition.

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This position supports services under U.S. Department of Defense (DoD) Defense Health Agency (DHA) contract(s). As such, the role is subject to all applicable federal regulations, DoD contract requirements, and WPS internal policies, including but not limited to standards for data security, privacy, confidentiality, and program integrity. DoD contractors and their personnel are subject to screening and background investigation prior to being granted access to information systems and/or sensitive data to safeguard government resources that provide critical services.