Experienced Customer Service Representative I - Remote - Delivering Exceptional Support in Healthcare Services

Welcome to arenaflex

arenaflex is a visionary company pioneering an emerging health-care movement that empowers people with disabilities and those aging to live independent and quality lives. Made possible by our amazing team, arenaflex provides technology and financial services to aid individuals and their families to thrive in their home and communities. Partnered with government agencies and fortune 500 managed care organizations across the country, we are dedicated to creating exceptional outcomes for our clients and the millions of people that count on them. Our company culture values a highly organized work environment that offers a solid work/life balance, autonomy, generous paid time off, bonus potential, and career advancement opportunities. Our staff make long-lasting impact on the lives of people every day.

Job Overview

A Customer Service Representative I is a primary customer-facing employee who provides assistance and support for individuals self-directing Medicaid services in the home and the caregivers for those individuals. The CSR is knowledgeable of specific rules and qualifications of the programs arenaflex supports. Using their knowledge of products or services as well as great customer service skills, the CSR promptly and accurately address issues, provides support and information to ensure customer satisfaction. The CSR also maintains very good knowledge of company systems and sensitive information/PHI handling procedures. Responsible for handling 40+ inbound and outbound calls, with the ability to determine needs and provide one call resolution. This position requires the ability to work Monday – Friday from 7:00 am – 6:30 pm CST. The CSR reports to the CS Supervisor.

Key Responsibilities

• Communicates effectively with a range of individuals with varying educational levels, disabilities, and communication styles.
• Respond to customer inquiries with timely and accurate information.
• Uses person-centered techniques in all participant interactions.
• Receives inquiries about arenaflex services, how to enroll on the program, and program guidelines and requirements.
• Provides information on self-direction to assure that each individual is able to make informed decisions about their care.
• Assists individuals in completing paperwork or understanding Program requirements.
• Represents arenaflex in all interactions with the public by providing quality service to internal staff and external clients. Ensures privacy of our customers remains the utmost importance.
• Initiates required action for response to caller requests, including the need for additional support by other arenaflex staff or requests for documents, and communicate such requests to the proper department.
• Recognizes the need for additional services required by the caller.
• Ensures the satisfaction of callers and professional handling of difficult or unusual situations.
• Conducts follow-up phone calls for quality and satisfaction.
• Participates in development, training, and other departmental meetings and adheres to corporate policies that concern the customer service department.
• Accesses arenaflex software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records.
• Requires additional duties as assigned.
• Reports directly to the Customer Service Supervisor.
• Adhere to all remote work policies and procedures.

Essential Qualifications

Any combination of education and/or experience that has provided the knowledge, skills and abilities necessary for satisfactory job performance. Can include a combination of high school graduate or equivalent and:

• One year of experience performing customer support activities, preferably in a call center.
• Working knowledge of contact with the public and telephone; modern office procedures and methods.
• Good verbal and written communication skills.
• Ability to electronically document records to a web-based chart.
• Intermediate skills with Microsoft Office, email and internet.
• Good problem-solving and listening skills.
• Must exhibit the ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive results.
• Skill in the operation of a variety of office equipment, including computer and networks.

Preferred Qualifications

• CRM experience and/or Medicaid experience a plus.
• Bilingual skills a plus.

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. As a Customer Service Representative I, you will have the opportunity to develop your skills and knowledge in a dynamic and supportive environment. You will be able to participate in training and development programs, attend departmental meetings, and receive feedback and coaching from your supervisor. With experience and performance, you may be eligible for promotion to higher grades, providing a clear path for career advancement.

Work Environment and Company Culture

arenaflex values a highly organized work environment that offers a solid work/life balance, autonomy, generous paid time off, bonus potential, and career advancement opportunities. Our company culture is built on the principles of:

• Customer Strong – Make a WOW difference for our customers
• Me to We – Take accountability to trust, collaborate and partner
• Own it! See a need and act
• Be Bold: Challenge the status quo
• Listen to Advocate: What matters to you, matters to us
• Think it Through: Proactively deliver solutions focused on doing the right thing

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary, bonus potential, and a range of benefits, such as:

• Generous paid time off
• Health, dental, and vision insurance
• 401(k) retirement plan
• Opportunities for career advancement and professional growth

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support in healthcare services, we encourage you to apply for the Customer Service Representative I position at arenaflex. As a member of our team, you will have the opportunity to make a real difference in the lives of our customers and contribute to the success of our organization. Apply now and take the first step towards a rewarding and challenging career with arenaflex.