Welcome to arenaflex
At arenaflex, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
Job Overview
We are seeking a highly skilled and compassionate Customer Service Representative to join our team. As a Customer Service Representative at arenaflex, you will have the flexibility to telecommute from anywhere within the U.S. and take on challenging and rewarding work that impacts the lives of millions of people for the better. You will be part of a team dedicated to delivering the best customer service in the healthcare industry, and your compassion and customer service expertise will be essential in ensuring the success of our members and their families.
Key Responsibilities
- Address and resolve customer service calls empathetically and professionally, providing accurate, professional, personalized, compassionate help, guidance, and support focusing on first call resolution in a high-volume, fast-paced environment.
- Accurately document, research, and resolve all inquiries, ensuring documentation is clear and complete, and respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs.
- Monitor and expeditiously close any inquiries that require follow-up based on departmental guidelines and refer unresolved inquiries/grievances to designated areas for investigation.
- Own problems through resolution on behalf of the caller in real-time or through comprehensive and timely follow-up with support resources/partner with others to resolve complex issues.
- Intervene with care providers (doctor's offices) on behalf of participants (assist with appointment scheduling, access to care issues, etc.) and assist providers with all levels of requests, ability to problem-solve through resolution.
- Coordinate with field Care Team staff for issue elevation and resolution and maintain up-to-date knowledge and understanding of claims policies, regulatory requirements, and guidelines.
- Successfully utilize all resources available to handle inquiries/multitask and meet or exceed individual and departmental quality standards/achieve performance goals.
Essential Qualifications
- High School Diploma / GED OR 10 years of equivalent working experience.
- 2 years of Customer Service experience.
- Must be 18 years of age or older.
- Ability to type a minimum of 40 words per minute.
- Ability to work two evening shifts per week (typically 11am-8pm EST) and three Holidays not observed by Client (Day after Thanksgiving, Christmas Eve, New Year's Day).
- Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material.
- Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm CST. It may be necessary, given the business need, to work occasional overtime.
Preferred Qualifications
- 1 year prior experience in an automatic call distribution call center setting.
- Knowledge of CPT/ICD10 coding.
- Knowledge of Medicare/Medicaid guidelines.
Telecommuting Requirements
- Ability to keep all company-sensitive documents secure (if applicable).
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
- Must live in a location that can receive an arenaflex approved high-speed internet connection or leverage an existing high-speed internet service.
Soft Skills
- Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations.
- Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member.
- Proficient problem-solving approach to quickly assess the current state and formulate recommendations.
- Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon.
- Flexibility to customize approach to meet all types of member communication styles and personalities.
- Proficient conflict management skills to include the ability to resolve issues in a stressful situation and demonstrating personal resilience.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. We offer weeks of on-the-job training, and our training classes are designed to help you build a successful career. You will have the opportunity to work with experienced professionals who are passionate about delivering exceptional customer service, and you will be part of a team that is dedicated to making a difference in the lives of our members and their families.
Work Environment and Company Culture
At arenaflex, we believe that diversity creates a healthier atmosphere, and we are an Equal Employment Opportunity / Affirmative Action employer. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. Our company culture is built on the principles of compassion, integrity, and excellence, and we are dedicated to creating a work environment that is inclusive, supportive, and empowering.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). Our compensation package is designed to recognize and reward your hard work and dedication, and we are committed to providing a fair and equitable compensation structure that reflects your skills, experience, and contributions to the company.
Conclusion
If you are a compassionate and results-driven individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Customer Service Representative, you will have the opportunity to make a difference in the lives of our members and their families, and you will be part of a team that is dedicated to creating a healthier and more equitable healthcare system. Apply today and start doing your life's best work!
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