Program Analyst - Level IV (Aurora CO)

Division: Tricare Regional Office (TRO)

Position: Program Analyst Level IV

FLSA Status: Exempt

Employment Status: Regular, Full-Time

Location: San Antonio TX / Telework

Clearance: Must be a US Citizen and have a Public Trust

https://secure.entertimeonline.com/ta/BMK.careers?TrackId=[Indeed]&ApplyToJob=335724032

General Summary:

Defense Health Agency (DHA) requires a Contractor to support the TRICARE Regional Offices in San Diego, San Antonio, and Virginia and TRICARE Area Office – Latin America/Canada in Puerto Rico and San Antonio for administrative, logistical, evaluative, and analytical support in five key areas: Executive/Administrative support, Project Management Support, Beneficiary Customer support, Market Operations support, and Clinical/Health Sciences support.

Job Requirements

• Bachelor’s Degree or equivalent work experience.
• Proficient in Microsoft Office Suite: Word, PowerPoint, Excel, Outlook, and SharePoint.
• Familiar with TRICARE program, Defense Travel System (DTS) Knowledge, Accounting Knowledge, Understanding of military terms, branches, ranks, customs & courtesies.
• Troubleshooting/analytical/problem solving skills & manage time and work in a fast paced and fluid environment.
• Meet deadlines under pressure & the ability to work independently.
• Team player personality and diplomatic and is self-motivated and can self-train.
• Familiar and able to work in a virtual environment effectively and efficiently.
• Must be a US Citizen

Job Summary

• Receive, work and respond to HPC casework obtained e-mail, DHA, or other communications; and review, organize, research, and resolve beneficiary case inquiries and/or congressionals.
• Provide meeting support and quality feedback to support decision making.
• Provide BCAC, DCAO, DHA applications, and other government applications/sites training and education as requested and as required.
• Access multiple government and civilian websites in order to research and retrieve information relevant to the project outcome.
• Develop and maintain tracking spreadsheets via Microsoft Office Suite Excel and Word and capture data for tracking to be reported and filed.
• Generate and prepare reports from required online organization applications.
• Work with the MCSCs in researching while monitoring for performance assessment; input to be provided to SME for performance assessment tool.
• Correspond via DHA applications and e-mail regarding determinations, issues, and performance improvement recommendations.
• Report and coordinate necessary corrections to TRICARE program material and site language.

• Develop PowerPoint presentations concerning TRICARE program policy and benefit changes for briefings and training to BCAC/DCAOs and TRICARE customer service community supporting DHA Communications.
• Play an active role in communicating and educating key regional staff such as Action Officers and SMEs working at MTFs, MCSCs, and the DHA in new or revised programs, policies, and materials.
• Prepare, manage, and edit a range of responses to beneficiaries, healthcare providers, members of Congress, and other high level government and non-government offices on priority inquiries.
• Coordinate cross-regionally with other TROs, TRICARE Administrative Offices, and customer support organizations/offices to resolve issues when services are rendered outside beneficiaries' primary service area.
• Conduct, evaluate, and improve customer service training for MTF BCACs and others as it relates to congressional inquiries.
• Serve as Technical Editor/Writer of all high priority correspondence and track high priority correspondence to meet established deadlines.
• Management matters related to the implementation and operational oversight of the TRICARE Regional Managed Care Support Contract within the region.
• Provide technical assistance and guidance to DHA entities, and uniformed services health care entities on DOD policy and contract requirements involving managed care delivery.
• Manage support research and assistance for congressional correspondence, as directed by the Director, Customer Service Support Branch Chief, and Customer Service Support Section Chief.
• Support an integrated delivery system that combines resources of military treatment facilities (MTFs) and managed care support contracts (MCSCs) to provide health, medical, and administrative services to eligible beneficiaries in the West region for support of MTFs and Coast Guard clinics in the Western Region.
• Use applications, and information systems in providing data and conducting studies and analyses to determine the level of MCSC compliance with contractual requirements and congruence with the Regional Business Plans.
• In-depth knowledge and experience on handling and solving complex problems that arise in dealing with the healthcare benefits for TRICARE beneficiaries both in Purchased/Direct Care and support and research TRICARE Reconsideration requests for resolution.

• Maintain expert TRICARE program, policy, and benefit knowledge up to date via training and attention to changes while anticipating changes and vocalizing for leadership awareness and decision making.
• Independently decides when/how and to what extent to involve local MTF representatives, local MCS contractor representatives, eMSM, and TRO-W staff when dealing with local MTF-MCSC issues.
• Support HNFS Primary Congressional correspondence analyst and HGB Alternate Priority Congressional Correspondence. Utilize expert knowledge of TRICARE Benefit including Enrollment and Claim processing policies to research, analyze, and resolve congressional inquiries regarding the TRICARE medical program.
• Apply knowledge of beneficiary resources available in order to find the appropriate expertise for beneficiary issues and concerns, entitlements, Department of Defense guidance, and regional contract requirements.
• Utilized internal systems for reporting, research, and analysis i.e. including CATMS, DEERS/DMDC, and ART, HNFS Care Radius, and Humana Military.
• Analyze and resolve complex/controversial CHCBP West Region Beneficiary Claims problems relative to the management and operation of health care delivery systems, to ensure the contractor's performance is within the scope of the terms, specifications, and conditions of the contract.
• Research and respond to all the Beneficiary Counseling and Assistance Coordinator phone calls and emails. Serve as a Customer Service/Beneficiary Representative assisting beneficiaries with TRICARE issues and concerns.
• Demonstrate comprehensive and broad knowledge and experience to resolve complex problems that arise in dealing with TRICARE beneficiaries.
• Collect, analyze and track beneficiary data to demonstrate caseload and identify issues to DHA leadership.
• Demonstrate the ability to apply knowledge of beneficiary resources available in order to find the appropriate expertise for beneficiary issues and concerns, entitlements, Department of Defense guidance, and regional contract requirements.
• Support with High Priority Congressional Correspondence training to new hire personnel.

ITSC Secure Solutions, LLC (ITSC) is an Equal Employment Opportunity employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in its job application procedures. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability by contacting the Human Resources/Recruiting Department at careers@ itsc-ss.com.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, ancestry, marital status, disability, protected Veteran status or any other protected status by federal, state or local law. ITSC participates in the E-Verify program.

Job Types: Full-time, Contract

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Microsoft Office Suite: 2 years (Required)
• TRICARE program & Defense Travel System: 1 year (Required)

Contract Length:

• More than 1 year

Contract Renewal:

• Likely

Company's website:

• https://www.itsc-ss.com/

Benefit Conditions:

• Only full-time employees eligible

Work Remotely:

• Temporarily due to COVID-19

COVID-19 Precaution(s):

• Remote interview process