TRICARE Beneficiary Services Representative (SHAPE, Belgium)

About the role

Join Leidos' TRICARE team at SHAPE, Belgium, supporting active‑duty service members and families. The Beneficiary Services Representative provides education, enrollment and claims assistance for the TRICARE Overseas Program under the Defense Health Agency.

Key responsibilities

• Verify benefits and process enrollments, disenrollments, portability transfers using Defense Online Enrollment System (DOES) and MHS Genesis.
• Update Primary Care Manager assignments following MTF guidelines, both individually and in batch.
• Deliver education and customer service on TRICARE resources, benefits, enrollment and claims in person and by phone.
• Provide basic claims status updates and support beneficiaries.
• Conduct briefings for events such as in/out processing, maternity, pre‑separation/retirement.
• Record daily activities and Other Health Insurance information in applicable systems.
• Assess issues, refer or escalate complex cases for resolution.
• Ensure compliance with HIPAA, maintain confidentiality of PHI and complete required training.
• Support remote colleagues, train new team members and perform additional duties as assigned.

Required profile

• High School diploma or GED (or equivalent experience).
• U.S. citizenship with SOFA/Command‑Sponsored dependent status.
• Eligibility for ADP IT III clearance (Tier 1).
• Minimum three years of customer‑service experience.
• Fluent English with strong written and oral communication.
• Ability to work independently and manage multiple tasks with high attention to detail.

Required skills

• Microsoft Office suite (Word, Excel, PowerPoint, Outlook).
• Defense Online Enrollment System (DOES).
• MHS Genesis.
• Defense Enrollment Eligibility Reporting System (DEERS).