ECHO Customer Assistant

Job Snapshot

Job ID: 51623

Location: Jacksonville, FL

Posted: 9/17/2017

Category: Customer Service

Experience: At least 2 year(s)

Education: See Requirements

Job Description


We are currently seeking a dynamic ECHO Customer Assistant to join our team at our office in Jacksonville, FL. The ECHO Customer Assistant is primarily responsible for providing benefit information to telephone inquiries from beneficiaries and providers regarding TRICARE Enhanced Care Health Option (ECHO). Responsibilities include providing accurate and thorough interpretation of TRICARE benefits, eligibility, ECHO application requirements, and documentation in appropriate system.

Position Responsibilities:                              

Answers incoming telephone calls from beneficiaries, providers, and MTFs on the designated toll-free line for Extended Care Health Option (ECHO) behavioral health.

Will discuss ECHO application requirements, such as enrollment in Exceptional Family Member Plan (EFMP), referral from a medical doctor with a qualifying condition, ECHO Coverage limitations, monthly cost-share, requests for ECHO benefit document and Public Facility Certification.

 Build cases in the Medical Services Review (MSR) system per indicated Standard Operating Practice (SOP) for documentation of the call and information provided regarding the ECHO application requirements. Indicate in CPR4 notes if the beneficiary does not meet TRICARE eligibility guidelines for enrollment into ECHO. Documents contact, information given and feedback into MSR, Active Advice, HAN ECHO registration database, ECHO Access Datalog or other computer system per established SOP.

Will assist with the Autism Spectrum Demonstration Tutor audit process. Will generate letters to identified supervisors/tutors. Telephonic outreach will be provided when information has not been received by the providers. Will document information received in accordance with SOP.

Answer incoming telephone calls related to the Basic ABA benefit. Will provide accurate information regarding the benefit.

 Maintain a thorough understanding of TRICARE mental health benefits and demonstrates an ability to relate information to beneficiaries.

 Effectively navigate through multiple complex systems/screens

 Maintain and demonstrates a professional relationship in all interactions with internal and external customers. Contributes to a productive work environment.

 Communicate any information that indicates potential fraud, abuse or potential quality issues to appropriate supervisory staff and/or Clinical Quality Department (QM) through the established PQI process.

Position Requirements:

Education: High School Diploma or GED required.

Relevant Work Experience: Require a minimum of two years of Customer Service experience. Prefer previous experience in an ACD call center environment within the healthcare industry or military experience.


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Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled


Job Requirements

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  • 5,000 employees nationally and in the U.K.,serving more than 48 million people.
  • My team at Beacon Health Options welcomed me immediately. Collaborating with so many talented individuals within the organization gives me a daily opportunity to see the great work we do in action. - Proposal Specialist, Norfolk, VA
  • Over 350 clients, including 225 employer clients, 45 Fortune 500 companies and partnerships with almost 100 health plans
  • What I like most about Beacon is that the people who work here are smart and dedicated to the company's mission. Beacon is at the forefront of changing mental healthcare delivery, so the work is exciting and meaningful. - Analyst, Boston, MA
  • Serving 8.5 million military personnel, federal civilians and their families.