Customer Service Executive – Global First Call Desk

Role Overview

• Answering telephone calls and inquiries from US military personnel and their families to facilitate healthcare access.
• Redirecting calls to appropriate teams to resolve callers' needs.
• Using Salesforce CRM to manage and record cases, allocate tasks, send authorization letters, and follow up on actions.
• Escalating cases as needed and providing timely updates to stakeholders.
• Demonstrating professionalism, positivity, and empathy when assisting callers.
• Helping customers with healthcare inquiries, enrollment, and claims requests.
• Ensuring medical service requests comply with TRICARE policy.
• Coordinating treatment authorizations by liaising with global third-party providers (e.g., hospitals and clinics).
• Booking and modifying medical appointments for clients.
• Following up with customers when necessary.
• Logging customer feedback for quality improvement and handling service recovery.
• Researching relevant information for customers using available resources.
• Strictly adhering to HIPAA policies.
• Consistently embodying company values and promoting International SOS policies and procedures.
• Completing annual mandatory training as directed.
• Submitting weekly timesheets through the government timekeeping system.
• Performing other reasonable duties as assigned by the manager.
• Meeting and maintaining performance standards.

Requirements

• Worked in a call center environment.
• Understand call and email etiquette.
• Worked in a health insurance, medical or any related business.
• Exposed to administrative work like claims processing, enrollments, billing etc.
• Experience with SAP or Salesforce is a plus Or equivalent military experience