Goldbelt, Inc.

Benefit Education and Research Lead

Job Locations US-Remote-Remote Hire
Position Type
Regular Full-Time


Goldbelt Apex, LLC is an Alaska Native 8(a) firm that specializes in medical logistics, equipment modernization, maintenance, business analysis and innovative technologies to accelerate the delivery of health care across the military, federal, and civilian landscapes. Goldbelt Apex, LLC is headquartered in Juneau, Alaska with offices in Herndon, Virginia.


Summary: Apex is seeking an Benefit Education and Research Lead.


Essential Job Functions:

  • Oversees and meets the communication requirements for the Military's Health System customer service community through written, digital, and oral educational opportunities regarding the TRICARE program

  • Oversees the quality, timeliness, and accuracy of customer service tasks and final products and activities, ensuring style guide and plain language requirements are consistently applied among all products, customer, and customer service staff interactions

  • Leads team to assist in the oversight over all functions related to the Government-owned, secure customer relations management system, including any meeting and workgroup support required

  • Manages the benefits education and research team/Tier 1, 2, and 3 help desk to respond to TRICARE-related issues/inquiries using knowledge of the TRICARE program in coordination with the Government Ensures development and timely delivery of curriculum plans including courseware, educational materials, and production schedules to support classroom and online training of complex health benefits

  • Oversees all content management requirements for government websites and applications under the contract Plans, directs, or coordinates tasks and requirements

  • Manages a cross-functional team Develops and manages schedules Analyzes problems and develops actionable solutions

  • Manages client expectations and project prioritization Supports the development of required weekly, monthly, quarterly, and annual client reports

  • Tracks and analyzes call and message activity

  • Reports on help desk performance to senior management

  • Coordinates the development and communication materials and resources for the help desk team

  • Develops strategies for improvement of technical assistance protocols, help desk workflows, and protocols

  • Oversees the performance status of the overall team and individual team members’ level of proficiency

  • Loads content to government sites as directed Ensure training of help desk personnel

  • Works and coordinates with the government on procedures and improvements

  • Maintain a high level of courteous customer service at all times Plan, direct and/or coordinate the research operations

  • Formulate research strategies, manage research tasks

  • Plan, direct and/or coordinate the distribution of research deliverables or services to the customer

  • Coordinate contract research requirements with the project team, determine the preferences of customers, and monitor the progress of the collaboration Support quality assurance programs

  • Support quality control policies and procedures through the adherence to quality standards


Necessary Skills and Knowledge:

  • Demonstrated ability to conduct research and analysis for specific projects or sub-tasks related to the design, implementation and management of research projects

  • Familiarity with military quality of life programs Experience in federal contracting environment preferred

  • Experience gathering and documenting communication and outreach requirements from key project sponsors and stakeholders

  • Ability to work with stakeholders (government client and prime contractor) with conflicting agendas to drive to a consensus solution

  • Excellent leadership and peer management skills

  • Experience working within content management systems

  • Strong organizational, time-management, and communication skills

  • Proven ability to work with a blended local and virtual team of, writers, graphic designers, multimedia designers, researchers, reporting specialists, accessibility specialists, strategic communication specialists and event/meeting support specialists

  • Experience in Army or DoD Programs

Minimum Qualifications:

  • Bachelor’s degree in Communications, Computer Science, or related field with 5 or more years of experience

  • 3 - 5 digital services

  • Must be a U.S. citizen

  • Must be able to obtain a favorable background check

Preferred Qualifications:

  • Master’s Degree in Communications, Computer Science, or related field with 3 or more years of experience


Pay and Benefits

At Goldbelt, we value and reward our team's dedication and hard work. We provide a competitive base salary commensurate with your qualifications and experience. As an employee, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan with company matching, tax-deferred savings options, supplementary benefits, paid time off, and professional development opportunities.


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