Senior Analyst/Regional Director at Irving Burton Associates
Chief master sergeant trades Air Force blue for corporate gray.
By Warren Duffie

The customer was a tough cookie, an unhappy veteran who refused to take no for an answer about his concerns. He left many of those who had already worked on his TRICARE medical claim exhausted. Enter Kevin Brown, a 30-year Air Force veteran who spent his entire military career in health care.

Now a civilian contractor working with TRICARE, Brown cheerfully contacted the customer and immediately placed him at ease, swapping tales about military adventures and antics. The two comrades-in-uniform quickly ironed out a solution for the claim – pleasing the customer so much that he wrote a letter to one of TRICARE’s deputy directors, lauding Brown as a treasure.

“One thing I learned working in military hospitals is that people there are scared and in search of answers,” said Brown, a former chief master sergeant. “I approach my job with compassion and caring. What kind of service would I want if the shoe was on the other foot?”

On the Job
Brown, 59, is an employee with Irving Burton Associates Inc. – a contracting company providing management support and technology solutions to numerous government and corporate clients. Brown is assigned as a senior analyst to TRICARE’s Beneficiary and Provider Services team in Denver.

He leads six employees charged with helping beneficiaries, including active duty personnel, Reservists, retirees, spouses and dependents. The team deals mainly with eligibility and claims questions about everything from getting prescriptions to obtaining prosthetics and other medical equipment.

“The bulk of my work involves policy issues and questions,” Brown said. “I try to put things in simple, easy-to-understand terms and give customers straight answers. When I receive an e-mail or voicemail, I get back to that person right away, do my research, and try to get back to them the same day. I like to think of my team as a safety net since 99 percent of the time we can solve your TRICARE problem.”

Brown normally works from 0700 to 1500. He reads and responds to about 20-30 phone calls and e-mails daily. But he’s also the regional director of Irving Burton Associates’ Denver office and handles employee issues such as interviewing, hiring, evaluating and timekeeping for about 80 workers.

“I wear a lot of hats,” he said. “But I love my jobs because I can help people. I’m very much a people person.”

In Uniform
Brown enlisted in the Air Force in 1970 after realizing he had a high draft number and would probably be conscripted for service. He completed boot camp at Lackland Air Force Base and attended medical support specialist school at Sheppard Air Force Base.

During his career, Brown served in Texas, Spain, Arkansas, Illinois and Colorado. His final 13 years were spent as the OCHAMPUS/TRICARE ombudsman, training and teaching about the benefits offered by TRICARE.

The Transition
“It’s funny how I joined Irving Burton Associates,” Brown said. “I was working in the same building and was getting ready to retire after 30 years. I knew several Irving Burton Associates employees and they mentioned the company had the contract to fill my job with a civilian analyst after I retired. They said I should apply, that way I could stay in my job. I loved what I did, so I decided to apply and was hired.”

Brown started his new-yet-old civilian job in 2000. He said his salary was comparable to his military pay, but over the years the money increased significantly.

“It was a smooth transition,” he said. “My biggest fear was leaving the top of the enlisted heap as an E-9. I would have to start at the bottom of the civilian ladder. My fears were unfounded, though. I fit perfectly back into my old job and people still remembered what I could do. I was just wearing a civilian suit and tie instead of Air Force blue.”

Did You Know?
Brown’s work with TRICARE has resulted in him being featured in many health- and military-related websites and leadership blogs.

Irving Burton Associates (IBA) is a woman-owned professional and technical services firm, providing expert program management support and advanced technology solutions to both government and commercial entities for more than 30 years.

1 in 6 IBA employees has military experience.

Brown’s Advice
Be yourself. “Stay true to yourself and your values. Civilian employers will see your strength of character.”

Recognize your transferable skills. “Your civilian job might be different, but your work ethic, time management and leadership will come in handy in any position.”

Don’t be cocky. “You’ve experienced a lot in the military, more than most civilians. You’re the cream of the crop. Just don’t brag about it. Keep an open mind and learn from your civilian colleagues. Don’t think you know everything.”

What Brown Likes About His Job

• Helping people
• Solving problems
• My company offers the same kind of respect, rewards and recognition that I found in the Air Force.

Irving Burton Associates Inc.
Founded: 1979
HQ: Falls Church, Va.
# of Locations: 4 (Virginia, Colorado, Maryland and Alabama)
2009 Revenues: $38 million
www.ibacorp.us