Experienced Customer Service Representative - National Remote

At arenaflex, we're simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us and start doing your life's best work.

About arenaflex

arenaflex is a leading health care company dedicated to providing innovative solutions that improve the lives of our members and their families. We're committed to creating a healthier world, one person at a time. Our team of passionate and dedicated professionals is driven by a shared vision of making a meaningful difference in the lives of others.

Join Our Team

We're seeking an experienced Customer Service Representative to join our national remote team. As a Customer Service Representative, you'll play a critical role in creating a quality experience for our members and their families. You'll be the face of arenaflex, providing exceptional customer service and support to our members through phone calls, emails, and other communication channels.

Responsibilities

As a Customer Service Representative, you'll be responsible for:

• Answering incoming phone calls from customers and identifying the type of assistance they need
• Asking appropriate questions and listening actively to identify specific questions or issues while documenting required information in computer systems
• Owning problems through to resolution on behalf of the customer in real-time or through comprehensive and timely follow-up
• Reviewing and researching incoming healthcare claims from members and providers by navigating multiple computer systems and platforms and verifying the data/information necessary for processing
• Ensuring that the proper benefits are applied to each claim by using the appropriate processes and procedures
• Communicating and collaborating with members and providers to resolve issues, using clear, simple language to ensure understanding
• Meeting performance goals established for the position in the areas of efficiency, accuracy, quality, member satisfaction, and attendance

Qualifications

To be successful in this role, you'll need:

• High School Diploma / GED or 10 years of equivalent work experience
• Must be 18 years of age or older
• 2 years of previous or current claims processing experience with arenaflex's claims processing system (arenaflex CPS)
• 1 year of customer service experience in an office or professional setting
• Ability to complete on-the-job training for this role during their normally scheduled 8-hour shift Monday - Friday between the hours of 7 am-8 pm CST
• Ability to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 7:00pm CST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

* Familiarity with medical terminology, health plan documents, or benefit plan design

• Prior experience utilizing multiple systems/platforms while on a call with a member

Soft Skills

* Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs

• 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
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Proficient problem-solving approach to quickly assess current state and formulate recommendations
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrate personal resilience
• Ability to multi-task as well as the ability to understand multiple products and multiple levels of benefits within each product

Benefits

* Competitive hourly rate: $16.54 - $32.55 per hour (based on location and experience)

• Comprehensive benefits package, including medical, dental, and vision insurance
• Incentive and recognition programs
• Equity stock purchase and 401(k) contribution
• Opportunities for career growth and professional development
• Flexible work arrangements, including remote work options

Diversity, Equity, and Inclusion

At arenaflex, we believe that diversity creates a healthier atmosphere. We're committed to creating a workplace that's inclusive and respectful of all individuals, regardless of their background, identity, or experience. We're an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

How to Apply

If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding career opportunity, we encourage you to apply. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!

Note:

arenaflex is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Apply for this job