TRICARE Beneficiary Services Representative - Aviano, Italy

Position Overview

Make a Difference – Join Our Leidos TRICARE Team in Aviano, Italy! This role supports active‑duty military members and their families by providing key beneficiary education and enrollment services for the TRICARE Overseas Program (TOP) under the Defense Health Agency (DHA). This requisition is for future openings.

Responsibilities

• Verify Benefits & Enrollment: Process enrollments, disenrollments, portability transfers, and more via the Defense Online Enrollment System (DOES) and MHS Genesis.
• Primary Care Manager (PCM) Changes: Follow Military Treatment Facility (MTF) guidelines to make individual and batch PCM updates.
• Education & Customer Service: Offer guidance on TRICARE resources, benefits, enrollment, and claims, assisting beneficiaries both in person and over the phone.
• Claims Assistance: Provide basic claims status updates and support.
• Conduct Briefings: Lead informational sessions for events such as in/out processing, maternity, and pre‑separation/retirement.
• Data Management: Collect and record daily activities and Other Health Insurance (OHI) information into applicable systems.
• Assess & Escalate Issues: Evaluate the level of assistance needed and refer or escalate complex issues as needed.
• Compliance & Confidentiality: Comply with HIPAA regulations, maintain confidentiality and proper handling of Protected Health Information (PHI), and complete required training courses on time.
• Collaborate & Support: Assist with remote support, train new team members, and perform other duties as assigned.

Qualifications

• Education: Bachelor’s degree in a related field OR Associate’s degree in a related field PLUS 4 years of specialized experience OR major certification in a related field PLUS 4 years of specialized experience OR high school diploma PLUS 8 years of specialized experience.
• U.S. Citizenship SOFA/Command‑Sponsored status; must have a Missione Visa, Soggiorno permit, and be eligible to obtain and maintain ADP IT III clearance (Non‑Sensitive Position, Tier 1).
• 3+ years of customer service experience.

Essential Skills

• Fluent in English with strong written and oral communication.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Effective at delivering presentations.
• Ability to communicate tactfully in person and over the phone.
• Self‑starter, able to work independently with minimal supervision.
• Strong organizational, time‑management, and multitasking abilities.
• High attention to detail.

Preferred Qualifications

• Familiarity with TRICARE Overseas Program, DEERS, DOES, and MHS Genesis.
• Experience in U.S. military healthcare delivery or civilian managed care.
• Medical or clinical environment experience.
• Experience with MHS Genesis or civilian healthcare systems and medical claims.

Salary

The annual salary for this position is $32,000.

Employment Benefits

Benefits include competitive compensation, health and wellness programs, income protection, paid leave, and retirement plans.

EEO Statement

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.