Experienced Customer Service Representative - Inbound Contact Center Professional for Exceptional Patient Experience

Introduction to arenaflex

arenaflex is a leading provider of innovative solutions, dedicated to delivering exceptional customer experiences through its inbound contact center. As a pioneer in the industry, arenaflex is committed to fostering a culture of excellence, where customer satisfaction is the top priority. We are seeking a highly skilled and motivated Customer Service Professional to join our team, who shares our passion for providing easy, efficient, and productive customer experiences.

Job Overview

As a Customer Service Professional at arenaflex, you will be the first line of support for our inbound contact center, handling a high volume of inbound and outbound calls to and from customers. Your primary objective will be to listen to customers' needs or issues and provide helpful solutions to their inquiries, ensuring a seamless and positive experience. Additionally, you will be responsible for the intake of Physical Medicine referrals, scheduling patients with in-network providers, and communicating with adjusters and nurse case managers.

Key Responsibilities

• Receive inbound phone and electronic referrals from workers' compensation insurance companies, nurse case managers, providers, doctors, patients, and other stakeholders.
• Open new cases accurately according to policy and procedures, ensuring timely and efficient processing.
• Make outbound telephonic and electronic contacts with adjusters and Physical Therapy Centers to verify new case information, request missing information, and obtain related paperwork.
• Communicate with adjusters and nurse case managers regarding updates on patient status in a timely and professional manner.
• Maintain a high level of Total Agent Availability (TAA) monthly, ensuring maximum productivity and efficiency.
• Consistently meet arenaflex's Customer Support Service & Quality standards, including call monitoring and EOC monitoring, to ensure exceptional customer experiences.
• Review case information and consult with Case Management to determine if new cases need to be opened or if patients can be followed in existing cases.
• Validate new case data by reviewing, correcting, deleting, or re-entering data, combining data when account information is incomplete, and purging files to eliminate duplication of data.
• Request verification from insurance companies and other related paperwork from providers telephonically or electronically.
• Make outbound calls to Providers and Patients to schedule Physical Therapy appointments, ensuring timely and convenient access to care.
• Understand arenaflex's interdepartmental procedures, policies, and comply with them, ensuring seamless collaboration and communication.
• Identify potential or existing system and/or procedural challenges, notify Supervisor, and assist in resolution if needed, demonstrating a proactive and solutions-focused approach.
• Complete special projects or tasks as assigned by the supervisor, demonstrating flexibility and adaptability.
• Apply knowledge of and adhere to the URAC Utilization Management Standards, ensuring compliance and excellence in customer service.

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree preferred or industry experience equivalent, demonstrating a strong foundation in customer service and communication.
• A minimum of 3 years of call center experience with both inbound and outbound calls (medium to high volume), showcasing your ability to handle a fast-paced and dynamic environment.
• Excellent verbal and written customer service skills, demonstrating a can-do attitude and a passion for delivering exceptional customer experiences.
• Highly developed problem-solving skills, enabling you to navigate complex customer inquiries and resolve issues efficiently.
• Strong data entry skills, with attention to detail and accuracy, ensuring seamless processing and minimal errors.
• Detail-oriented and solid organizational skills, allowing you to prioritize tasks, manage multiple projects, and meet deadlines.
• Solid MS Word, Excel, and Outlook experience, demonstrating proficiency in Microsoft Office applications.
• The ability to multi-task and work independently, with minimal supervision, while maintaining a high level of productivity and efficiency.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Bilingual in English and Spanish, enabling you to communicate effectively with our Spanish-speaking clients and provide exceptional customer experiences.
• Experience in the healthcare or insurance industry, demonstrating a strong understanding of the sector and its unique challenges.
• Knowledge of URAC Utilization Management Standards, showcasing your commitment to compliance and excellence in customer service.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Professional, you will have access to:

• Comprehensive training programs, designed to enhance your skills and knowledge in customer service, communication, and industry-specific topics.
• Opportunities for career advancement, with a clear path for professional growth and development.
• A dynamic and supportive work environment, where you can learn from experienced colleagues and share your own expertise.
• Regular feedback and coaching, ensuring you have the tools and resources needed to excel in your role.

Work Environment and Company Culture

arenaflex is proud to offer a positive and inclusive work environment, where diversity, equity, and inclusion are valued and respected. Our company culture is built on the principles of:

• Excellence in customer service, ensuring that every interaction is exceptional and memorable.
• Collaboration and teamwork, fostering a sense of community and shared purpose.
• Innovation and creativity, encouraging employees to think outside the box and develop new solutions.
• Integrity and accountability, demonstrating a commitment to ethics and responsible business practices.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A salary range that reflects your experience and qualifications.
• A comprehensive benefits package, including medical, dental, and vision coverage, as well as retirement savings options.
• Generous paid time off, including vacation, sick leave, and holidays.
• Opportunities for professional development and growth, with a focus on continuous learning and improvement.

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity at arenaflex. As a Customer Service Professional, you will play a critical role in shaping the customer experience and driving business success. Join our team and discover a career that is both challenging and rewarding, with opportunities for growth, development, and advancement. Apply now and take the first step towards an exciting and fulfilling career at arenaflex!