At arenaflex, we are committed to delivering exceptional customer experiences and building strong relationships with our stakeholders. As a key member of our team, the Experienced Customer Service Representative will play a vital role in providing timely, professional, and efficient support to our clients, partners, and internal stakeholders. If you are a motivated and customer-focused individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading organization dedicated to providing innovative solutions and exceptional service to our clients. Our mission is to empower our stakeholders with the knowledge and support they need to achieve their goals. We are committed to fostering a culture of continuous quality improvement, integrity, and teamwork. As a member of our team, you will have the opportunity to work with a diverse group of professionals who share our passion for delivering exceptional results.
**Responsibilities**
As an Experienced Customer Service Representative, you will be responsible for:
* Providing timely and professional support to our clients, partners, and internal stakeholders through various communication channels, including telephone, email, and written correspondence.
* Responding to inquiries and resolving customer requests in a friendly and professional manner, ensuring first call resolution and high levels of customer satisfaction.
* Collaborating with team members to ensure seamless communication and efficient resolution of customer issues.
* Identifying and escalating urgent requests or concerns to the IDRE Stakeholder Engagement SME.
* Documenting inquiries and providing reporting to trend inquiries, using outcomes for continuous quality improvement initiatives.
* Maintaining a high level of knowledge and compliance with all protocols, policies, and procedures.
* Providing assistance to team members as needed and performing other duties as assigned.
**Key Responsibilities:**
* Understand and represent arenaflex's mission, vision, and values to all internal and external customers.
* Interact with government and private sector clients, partners, and arenaflex staff in a professional and accountable manner.
* Engage clients in appropriate communication that manages client expectations and builds a collaborative relationship with the client.
* Respond to telephone inquiries promptly, professionally, and efficiently to provide first call resolution.
* Understand and resolve customer requests, questions, and provide analysis of situations to determine best use of resources.
* Serve as liaison between the customer and various departments or team members in response to inquiries.
* Direct unresolved issues to designated departments or team members for further investigation if necessary.
* Participate in educating and communicating the program requirements to stakeholders.
* Respond to all written inquiries (letter, fax, and email) in a professional manner.
* Keep records of stakeholder interactions and transactions.
* Record details of actions taken and provide follow-up and results orientation based upon established protocols.
* Identify and analyze trends and report to management team.
* Maintain a communications log that documents all inquiries, including telephonic, written, and email.
* Actively participate in quality assurance activities; identifies trends and reports to management team.
* Recommend process improvement to management team (Lessons learned & Best Practices).
**Requirements**
* Associate's Degree with a minimum of two (2) years general related experience in lieu of a degree, 2 additional years of related experience is required.
* Ability to work in a high volume and high pressured call center.
* Familiarity with Current Procedural Terminology (CPT) codes, International Classification of Diseases, Ninth Revision, Clinical Modification (ICD-9-CM) codes, and Healthcare Common Procedural Coding System (HCPCS) codes.
* Candidates having experience with IDR, No Surprises Act or experience working in a customer service capacity with a health insurance company are preferred.
* Excellent communication skills, both verbal and written. Ability to speak clearly in a professional manner so the stakeholder can understand and comprehend the interview/survey questions.
* Possesses high level of time management and organizational skills.
* Must have excellent customer service, interpersonal, listening, and problem-solving skills.
* Consistently handles inquiries in a friendly and professional manner.
* Reliable, honest, and trustworthy; Integrity is required.
* Demonstrated ability to work with others in a team environment.
* Excellent data entry skills with high level of accuracy; able to work under production guidelines.
* Must be proficient in Microsoft Applications such as MS Word, Excel, and Access.
* Demonstration of adherence to deadlines.
* Flexibility to changing requirements and contingencies.
* Willing to take on additional tasks as required and learn new skills.
* Willingness and ability to undertake training needed in order to fulfill the changing requirements of the job.
* Ability to interface with all levels of management and staff personnel.
* Must have no conflict of interest (COI) as defined in 1154(b)(1) of the Social Security Act (SSA).
* Ability to obtain and maintain U.S. Government Security Clearance.
**Preferred Qualifications**
* Preference will be given to individuals who reside in, or are willing to relocate to, a recognized HUBZone area.
**Work Environment and Culture**
arenaflex is committed to providing a positive and inclusive work environment that fosters collaboration, innovation, and growth. Our team members enjoy a range of benefits, including:
* Competitive salary and benefits package
* Opportunities for professional development and growth
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Flexible work arrangements and work-life balance
**Compensation and Benefits**
arenaflex offers a comprehensive compensation and benefits package, including:
* Competitive salary
* Medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Flexible work arrangements and work-life balance
**How to Apply**
If you are a motivated and customer-focused individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter through our online application system. We look forward to hearing from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer. All qualified applicants, including Disability/Vets or other qualified applicants, will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
**U.S. Government Security Clearance**
arenaflex requires all employees to obtain and maintain U.S. Government Security Clearance. If you are selected for this position, you will be required to undergo a background investigation and obtain the necessary clearance.
**PA CareerLink**
Qualified candidates may apply by clicking "Apply Now". Next, submit your resume. You may complete a cover letter on the following screen. Please be sure to identify PA CareerLink as your referral source.
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