Job: Field Clinical Coordinator-Registered Nurse

COMPANY OVERVIEW
TriWest Healthcare Alliance, headquartered in Phoenix, Arizona, manages and administers quality healthcare services for our nation's active and retired uniformed military service members and their families, through a contract with the Department of Defense.

These individuals are eligible for the DoD's regionally managed health care program for the military, called TRICARE. TriWest manages and administers TRICARE throughout the 21-state TRICARE West Region.

In addition to supporting military families through the TRICARE program, TriWest has developed relationships with organizations such as the USO, Fisher House, the Women in Military Service for America Memorial Foundation and other military relief and support associations to strengthen America's military community locally and nationally.

TriWest provides state-of-the-art facilities, a smoke/tobacco-free, drug-free, business casual working environment, and offers a competitive compensation package including excellent benefits.

For more information about TriWest, please explore our website at www.triwest.com.

DOD STATEMENT
You are applying for a position that involves working on electronic systems that have access to Department of Defense ('DoD') systems. Therefore, you must undergo a DoD background investigation. This requires you to submit an application describing the previous 7 years of your life and to provide proof of U.S. citizenship in the form of a certified birth certificate, certificate of naturalization, current passport, form FS-240 or form DS-1350. This process takes several months to complete. During this time, the DoD will grant interim access to U.S. citizens allowing them to work for TriWest until their background investigation is completed. However, the DoD will not authorize interim access for non-U.S. citizens. If you are unable to obtain interim access or pass the background investigation, you are not qualified for this position and TriWest will withdraw any offer of employment or terminate your employment immediately.

JOB SUMMARY/DESCRIPTION
Job Summary: Coordinate and deliver training to Service Center staff, conduct analysis of training effectiveness, and assess the overall effectiveness of clinical and customer service operations at the TRICARE Service Centers (TSCs) within the Operations Area. Use performance metrics to identify clinical and customer service performance issues requiring enhanced training. Assess operational programs, processes, and outcomes to make recommendations for process improvement. Develop action plans for new curriculum. Prepare reports and functions as the representative of the VP Operations as required.

Collaborate with TriWest Contact Center, Manager Referral Processing, Hub Clinical Manager, Clinical Liaison Nurses, Military Treatment Facilities and MMSO to promote superior customer service and ensure operations meet production and quality standards.

Key Responsibility Areas:
o Assesses TRICARE Service Center (TSC) operations to identify, plan, evaluate, and implement process improvements for clinical and customer service activities and to promote standardization of processes.
o Assists in the development, evaluation, and implementation of new policies, procedures, and clinical programs to enhance outcomes. Collaborates with the Corporate and Hub Contact Center and Health Care Services management on training initiatives.
o Serves as a clinical resource for the Service Center staff, Service Area Director (SAD), Vice President Operations and Military Treatment Facility (MTF) staff. Assists with resolution of complex beneficiary medical needs. Follows policies and procedures in supporting clinical decisions.
o Works collaboratively with other internal and external staff to resolve identified operational issues, including the Military Treatment Facilities, the TRICARE Regional Office, civilian network providers and health facilities, TRICARE Service Centers, and other TriWest departments.
o Coordinate and deliver standardized training on TriWest policies and procedures for TRICARE Service Center staff.
o Collaborates with Service Area Directors and Clinical Liaison Nurses (CLNs) on effective standardization of services, procedures, and staff training.
o Provides management reports and analysis on Operations Areas and performance improvement.
o Collaborates with TriWest Contact Center, Clinical Liaison Nurses, MTFs, Manager Referral Processing, Hub Clinical Manager, and MMSO to promote superior customer service and ensure operations meet production and quality standards.
o Researches and conducts statistical analysis of performance metrics to identify needed process improvement.

Working Conditions:
o Availability to work non-regular hours, with minimal travel
o Department of Defense security clearance required

QUALIFICATIONS
Education & Experience:
Required
o Registered Nurse, with a current unrestricted license in the relevant state
o 5 years Medical / Surgical clinical experience
o Bachelor?s degree in Nursing or equivalent background
o Strong customer service orientation and team building skills
o Strong interpersonal skills, including patience, listening skills, and call center telephone etiquette
Preferred
o Master?s degree in Nursing
o Knowledge of Military Health System and TRICARE Program
o Knowledge of Managed Care, network providers, beneficiaries

BENEFITS
TriWest offers a comprehensive and progressive benefits package that includes:

o Medical, dental and vision coverage
o Generous paid time off
o 401(k) Retirement Savings Plan (with matching)
o Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
o Voluntary plans such as pet insurance, long-term care and 529 College Savings Plans
o Reimbursement for various wellness initiatives
o Tuition reimbursement