**Experienced Bilingual Customer Service Representative – Health Insurance Benefits and Claims Support (REMOTE) – Maryland, Virginia, or Washington, DC Candidates ONLY**

**Join arenaflex, a leading health care company, in revolutionizing the way people access and navigate the complex health care system. As a Bilingual Customer Service Representative, you will play a vital role in providing exceptional support to our valued customers, fostering a sense of job satisfaction through problem-solving and positive interactions.** **About arenaflex** arenaflex partners with health plans and providers to achieve better outcomes for people with the most complex and costly health conditions. Our mission is to connect the pieces of the fragmented health care system and ensure people receive the same level of care and compassion we would want for our loved ones. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's why diversity and inclusion are core to our business. **What You'll Be Doing** As a Bilingual Customer Service Representative, you will be working with and providing support to health plan members, providers, and/or their representatives. You will be responsible for: - Answering and managing inbound inquiries regarding health plan benefits and claims, eligibility, medical and other healthcare procedures, billing and payments, and other related topics from customers in a prompt, courteous manner. - Conducting out-bound and/or return calls to customers as necessary. - Asking appropriate questions and listening actively to identify specific questions or issues to provide appropriate response and type of assistance the customer needs while documenting relevant information in a clear and concise manner in computer systems. - Communicating and partnering with customers tactfully and empathetically to resolve issues, using clear language translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can comprehend and act upon. - Handling and processing customer complaints/grievances while applying appropriate conflict management skills to de-escalate potentially stressful situations. - Meeting the performance goals established for the position in the areas of efficiency, accuracy, quality, member satisfaction, and attendance. Adhering to all applicable department, organization, and/or regulatory policies and procedures. **Collaboration Opportunities** Our customer service team values collaboration, continuous learning, and a customer-centric approach, ensuring that every team member contributes to providing better health outcomes. Leadership rewards and recognizes team members regularly for performance in an environment that challenges while providing clear direction and support to foster success in the role. **What You Bring** - MUST reside in Maryland, Virginia, or Washington, DC. - MUST be Bilingual in Spanish & English (validated via bilingual assessment upon offer acceptance). - At least 1 year call center experience is required. - Ability to handle a heavy call volume of 50-100 calls daily. - Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills, ability to type 35 WPM, and learn new computer programs. - Ability to work regularly scheduled shifts within hours of operation, including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed. - Demonstrated ability to take an educative approach, listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the customer, answering questions and informing of health plan policies, procedures, or decisions. - Ability to maintain strict confidentiality of protected health information. - This is a work-from-home position, which requires a quiet, private workspace without noise and distractions, and reliable internet connectivity provided through a wired connection with a minimum of 100 MBPS speed. A mobile, hot spot, or WiFi connection is NOT acceptable. - 2+ years at a health plan, TPA, or related call center setting is preferred. - Knowledge of managed care, Commercial, Marketplace, Medicaid, and/or Medicare programs; knowledge of medical policy benefits and exclusions is preferred. **Technical Requirements** We require that all employees have the following technical capability at their home: High-speed internet over 10 Mbps, and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations. **Career Growth Opportunities and Learning Benefits** arenaflex is committed to the growth and development of our employees. As a Bilingual Customer Service Representative, you will have opportunities to: - Develop your skills and knowledge in health insurance benefits and claims support. - Collaborate with a diverse team of professionals who share your passion for delivering exceptional customer service. - Participate in ongoing training and development programs to enhance your performance and career growth. - Enjoy a comprehensive benefits package, including health insurance benefits, to support your well-being and financial security. **Work Environment and Company Culture** arenaflex is a dynamic and inclusive work environment that values diversity, equity, and inclusion. As a Bilingual Customer Service Representative, you will be part of a team that is committed to: - Providing exceptional customer service and support. - Fostering a culture of collaboration, continuous learning, and innovation. - Embracing diversity, equity, and inclusion in all aspects of our business. - Supporting the growth and development of our employees. **Compensation, Perks, and Benefits** arenaflex offers a competitive compensation package, including: - A base salary/wage range of $17.30-18.00/hr. - A bonus component that is dependent on pre-defined performance factors. - Comprehensive benefits, including health insurance benefits, to support your well-being and financial security. **How to Apply** If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. **Equal Opportunity Employer** arenaflex is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access the information provided on this website, please contact recruiting@arenaflex.com for further assistance. **Don't See the Dream Job You Are Looking For?** Drop off your contact information and resume, and we will reach out to you if we find the perfect fit! For more insights about arenaflex, click on Life At arenaflex (https://www.arenaflex.com/) to learn more. Apply Job! Apply for this job