In this home‑based role, you'll work closely with global , TRICARE partners, beneficiaries, medical providers, and local teams to enhance customer experience, monitor quality performance, and ensure safe, effective service delivery. * Lead quality initiatives, processes and oversight of customer service / service recovery responses, in partnership with the in-country teams. * Ensure that documentation of compliments, complaints, grievances and Prevention Quality Indicators (PQI) are captured in our customer feedback system (RiskMan360) and track corrective action plans that result from investigations of grievances, Quality Incidents, customer feedback and defect trends. * Ensure patient expectations are met from start to finish and work with local and near patient teams where Patient Reported Experience Measures (PREMS) describe poor beneficiary centric care.
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