Experienced Customer Service Representative – National Remote Opportunity for Compassionate and Results-Driven Professionals

Introduction to arenaflex

At arenaflex, we are dedicated to simplifying the health care 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. As a leader in the health care industry, we are seeking talented and compassionate professionals to join our team and help us build the health care system of tomorrow.

About the Role

We are seeking an experienced Customer Service Representative to join our team in a national remote capacity. As a Customer Service Representative at arenaflex, you will play a critical role in creating a quality experience for our members and providers by providing accurate, professional, personalized, compassionate help, guidance, and support. You will be responsible for responding to calls from our members, answering questions, and resolving issues regarding health care eligibility, claims, and payments. Your goal will be to provide first-call resolution in a high-volume, fast-paced environment, and you will be expected to work collaboratively with our team to ensure that every interaction with our customers is positive and productive.

Key Responsibilities

• Address and resolve customer service calls empathetically and professionally
• Accurately document, research, and resolve all inquiries, ensuring documentation is clear and complete
• 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
• 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
• Intervene with care providers (doctor's offices) on behalf of participants (assist with appointment scheduling, access to care issues, etc.)
• Assist providers with all levels of requests and problem-solve through resolution
• Coordinate with field Care Team staff for issue elevation and resolution
• Maintain up-to-date knowledge and understanding of claims policies, regulatory requirements, and guidelines
• Successfully utilize all resources available to handle inquiries and multitask
• Meet or exceed individual and departmental quality standards and achieve performance goals
• Adhere to, keep updated, and utilize all company guidelines, policies, and procedures
• Prioritize and adjust individual workload to ensure departmental goals are met
• Assume responsibility for ad hoc projects or functions that promote the future success of the operation

Qualifications and Requirements

To be successful in this role, you will need to have a high school diploma or equivalent, or 10+ years of equivalent working experience. You will also need to have at least 2+ years of customer service experience and be able to type a minimum of 40 words per minute. Additionally, you will need to be able to work two evening shifts per week (typically 11am-8pm EST) and be available to work three holidays not observed by our clients (Day after Thanksgiving, Christmas Eve, New Year's Day).

Preferred Qualifications

• 1+ years prior experience in an automatic call distribution call center setting
• Knowledge of CPT/ICD10 coding
• Knowledge of Medicare/Medicaid guidelines

Soft Skills and Competencies

To excel in this role, you will need to have a demonstrated ability to quickly build rapport and respond to customers in a compassionate manner. You will need to be able to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of our members. You will also need to have a proficient problem-solving approach, be able to translate healthcare-related jargon and complex processes into simple, step-by-step instructions, and have flexibility to customize your approach to meet all types of member communication styles and personalities.

What We Offer

At arenaflex, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). We also provide a competitive hourly rate, with a range of $16.00 - $27.31 per hour for California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington, or Rhode Island residents. Our benefits package includes medical, dental, and vision coverage, as well as life insurance, disability insurance, and a flexible spending account. We also offer a generous paid time off policy, including vacation days, sick leave, and holidays.

Work Environment and Company Culture

At arenaflex, we are committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We believe that everyone deserves the opportunity to live their healthiest life, and we are dedicated 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 a foundation of respect, empathy, and compassion, and we are seeking talented and like-minded professionals to join our team.

How to Apply

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role. We look forward to hearing from you and exploring how you can contribute to our mission of helping people live healthier lives.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to supporting the career growth and development of our employees. We offer a range of training and development programs, including on-the-job training, mentorship, and education assistance. Our goal is to help our employees build the skills and knowledge they need to succeed in their careers and make a positive impact in the lives of our customers. We also offer opportunities for advancement and professional growth, including promotions, lateral moves, and career development programs.

Conclusion

Thank you for considering this exciting opportunity to join our team at arenaflex. We are a dynamic and growing company that is dedicated to making a positive impact in the lives of our customers. If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this role. We look forward to hearing from you and exploring how you can contribute to our mission of helping people live healthier lives.