Experienced Customer Service Representative - National Remote

Are you a people person with a passion for helping others? Do you thrive in fast-paced environments where no two days are ever the same? If so, we want to hear from you! arenaflex is seeking a highly motivated and empathetic Customer Service Representative to join our team of dedicated professionals who are committed to delivering exceptional customer experiences. At arenaflex, we're simplifying the health care experience, creating healthier communities, and removing barriers to quality care. Our team is passionate about making a difference in the lives of millions of people, and we're looking for like-minded individuals to join us on this mission. As a Customer Service Representative, you'll play a critical role in creating a quality experience for our members and providers by providing accurate, professional, personalized, and compassionate help, guidance, and support.

About arenaflex

arenaflex is a leading health care company that's dedicated to helping people live healthier lives and making the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our mission is to create a healthier atmosphere by promoting diversity, equity, and inclusion in all aspects of our business.

The Role

As a Customer Service Representative, you'll be responsible for addressing and resolving customer service calls empathetically and professionally. You'll work in a high-volume, fast-paced environment where every interaction gives you the opportunity to improve the lives of our customers and exceed their expectations. Your primary responsibilities will include:

• Addressing and resolving customer service calls in a timely and professional manner
• Accurately documenting, researching, and resolving all inquiries, ensuring documentation is clear and complete
• Responding and resolving inquiries on the first call by identifying the topic and type of assistance the caller needs
• Monitoring and expeditiously closing any inquiries that require follow-up based on departmental guidelines
• Referring unresolved inquiries/Grievances to designated areas for investigation
• Owning problems through resolution on behalf of the caller in real-time or through comprehensive and timely follow-up with support resources/partner with others to resolve complex issues
• Intervening with care providers (doctor's offices) on behalf of participants (assist with appointment scheduling, access to care issues, etc.)
• Assisting providers with all levels of requests, ability to problem-solve through resolution
• Coordinating with field Care Team staff for issue elevation and resolution
• Maintaining up-to-date knowledge and understanding of claims policies, regulatory requirements, and guidelines
• Successfully utilizing all resources available to handle inquiries/multitask
• Meeting or exceeding individual and departmental quality standards/achieving performance goals
• Adhering to, keeping updated, and utilizing all company guidelines, policies, and procedures
• Prioritizing and adjusting individual workload to ensure departmental goals are met
• Assuming responsibility for ad-hoc projects or functions that promote the future success of the operation

Requirements

* High School Diploma / GED or 10+ years of equivalent working experience

• 2+ years of Customer Service experience
• Must be 18 years of age or older
• Ability to type a minimum of 40 words per minute
• Ability to work two evening shifts per week (typically 11am-8pm EST)
• Ability to work three Holidays not observed by Client (Day after Thanksgiving, Christmas Eve, New Year's Day)
• Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
• Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm CST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

* 1+ years prior experience in an automatic call distribution call center setting

• Knowledge of CPT/ICD10 coding
• Knowledge of Medicare/Medicaid guidelines

Telecommuting Requirements

* Ability to keep all company sensitive documents secure (if applicable)

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.

Soft Skills

* Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manner, consistently meeting commitments)

• Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member
• Proficient problem-solving approach to quickly assess current state and formulate recommendations
• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
• Flexibility to customize approach to meet all types of member communication styles and personalities
• Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
• Ability to work regularly scheduled shifts within our 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

Compensation and Benefits

We offer a comprehensive benefits package, including a competitive hourly rate, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). Our hourly rate for California / Colorado / Connecticut / Nevada / New York / New Jersey / Washington / Rhode Island residents is $16.00 - $27.31 per hour.

Diversity, Equity, and Inclusion

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.

How to Apply

If you're a motivated and compassionate individual who is passionate about delivering exceptional customer experiences, we want to hear from you! Apply now to join our team of dedicated professionals who are committed to making a difference in the lives of millions of people. Apply Job! Apply for this job