General information Job Posting Title Call Center Team Lead - TRICARE Date Friday, May 1, 2026 City Remote Country United States Working time Full-time 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.
Essential Duties and Responsibilities:
- Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
- Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
- Recognizes and recommends areas needing improvement.
- May assist in scheduling and coordinating team activities.
- May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
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Act as a TRICARE subject matter expert (SME) for TSRs to answer questions, provide recommendations, and resolve escalated issues. •
Monitor TSRs to ensure calls are answered promptly, appropriately, and courteously.•
Provide feedback to TSRs to help them improve quality, productivity, efficiency, and better understanding of policies, procedures, and systems.•
Support new TSRs in the nesting phase after training through monitoring, feedback, and SME support. •
Resolve complex or escalated concerns with informed and objective responses regarding program eligibility requirements, enrollments and program benefits.•
Deescalate and manage complaints in a professional manner, resolving them wherever possible. •
Meet Quality Assurance (QA) and other key performance metrics and maintain knowledge of project policies and procedures.•
Monitor active participation in and support departmental and organizational quality initiatives and goals. •
Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment. •
Assist with continuous process improvement efforts by making recommendations for policy changes or additions. •
Provide updates to supervisor regarding staff performance progress. •
Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules
Home Office Requirements
- This project will provide equipment for your home office laptop that is hard-wired to your internet router with an ethernet cable. - You must provide reliable, high-speed internet with a minimum download speed of 25 Mbps and a minimum upload speed of 10 Mbps. - Wi-Fi, Mobile hotspots, IPV 6 networks/services, and 5g Wireless ISPs (T-Mobile, Verizon, ATT, etc.) are not compatible with the client network/systems. - Private and secure work area and adequate power source. Minimum Requirements
- High School diploma or equivalent with 1-2 years of customer service experience.
- May have additional training or education in area of specialization. •
Minimum of 2+ years of contact center experience. •
Minimum of 1 year of military health program experience.•
3+ years of experience in delivering excellent customer service in a high-paced environment. •
1+ years of demonstrated leadership.•
Experience with healthcare insurance plans, healthcare terms, and billing.•
Experience working remotely as part of a team including using digital tools like Microsoft Teams, Zoom, SharePoint, Chat, and/or other digital tools.•
High school diploma or GED required.•
Bachelor’s Degree or equivalent combination of government and/or private-sector work experience preferred.•
Ability to pass a skills assessment.•
Ability to obtain US Security Clearance. •
Must be a US Citizen. •
Ability to work a shift during standard hours of operation which are Monday-Friday from 8AM-11PM CST. Extended hours, weekend and/or holiday hours may be required on occasion. EEO Statement Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics. 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.
AccommodationsMaximus provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process—including accessing job postings, completing assessments, or participating in interviews,—please contact People Operations at applicantaccom@maximus.com. Minimum Salary $ 25.38 Maximum Salary $ 29.83
