Experienced Customer Service Professional (CSP) Level I – Inbound Contact Center

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Service Professional (CSP) Level I, you'll play a vital role in our Inbound Contact Center, providing top-notch support to our customers while working collaboratively with our team to drive business growth and success.

About arenaflex

arenaflex is a leading provider of innovative solutions in the healthcare industry, committed to delivering high-quality services that meet the evolving needs of our clients. Our team is passionate about making a positive impact on people's lives, and we're seeking like-minded professionals to join our dynamic and supportive environment.

Job Summary

As a CSP Level I, you'll be responsible for handling a high volume of inbound and outbound calls, emails, and electronic referrals from various stakeholders, including workers' compensation insurance companies, nurse case managers, providers, doctors, and patients. Your primary duties will include:

Primary Duties & 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 seamless integration with our existing systems.
• Make outbound telephonic/electronic contacts with adjusters and Physical Therapy Centers to verify new case information, request related paperwork, and resolve any discrepancies.
• Communicate with adjusters and nurse case managers regarding updates on patient status in a timely manner, ensuring transparency and accountability.
• Maintain a high level of Total Agent Availability (TAA) monthly, meeting or exceeding our performance standards.
• Consistently meet MedRisk Customer Support Service & Quality standards, adhering to our call monitoring and EOC monitoring protocols.
• Review case information and consult with Case Management to determine if new cases need to be opened or 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/electronically.
• Make outbound calls to Providers and Patients to schedule patient Physical Therapy appointments, ensuring timely and efficient communication.
• Understand arenaflex's interdepartmental procedures, policies, and comply with them, promoting a culture of collaboration and teamwork.
• Identify potential or existing system and/or procedural challenges, notify your Supervisor, and assist in resolution if needed.
• Complete special projects or tasks as assigned by your Supervisor, demonstrating your adaptability and willingness to learn.
• Apply knowledge of and adhere to the URAC Utilization Management Standards, ensuring compliance with industry regulations.

Essential Qualifications

* Bachelor's degree preferred or industry experience equivalent

• Minimum of 3 years of call center experience with both in-bound and out-bound calls (medium to high volume)
• Excellent verbal and written customer service skills, demonstrating a can-do attitude and a passion for delivering exceptional experiences
• Highly developed problem-solving skills, with the ability to think critically and resolve complex issues
• Strong data entry skills, with proficiency in MS Word, Excel, and Outlook
• Detail-oriented and solid organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Ability to multi-task and work independently, with a strong sense of self-motivation and accountability
• Bilingual in English and Spanish, this is a plus (not required), as bilingual CSPs assist with communication to our Spanish-speaking clients

Preferred Qualifications

* Experience working in the healthcare industry, particularly in workers' compensation or utilization review

• Familiarity with URAC Utilization Management Standards and industry regulations
• Proven track record of meeting or exceeding performance standards, with a strong focus on customer satisfaction and quality
• Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines

What We Offer

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Comprehensive training and onboarding program
• Ongoing support and mentorship from experienced colleagues

How to Apply

If you're a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you! Apply Now! Apply for this job