Experienced Customer Service Associate - Remote - Per Diem Opportunity at arenaflex
At arenaflex, we're committed to delivering exceptional customer experiences that exceed our members' expectations. As a key member of our team, you'll play a vital role in providing top-notch service, ensuring our members receive the care and support they need. If you're passionate about delivering outstanding customer service, we want to hear from you!
About arenaflex
arenaflex is a leading healthcare organization dedicated to providing innovative solutions that improve the lives of our members. With a strong commitment to quality, customer experience, and stewardship, we're shaping the future of healthcare. Our team is passionate about making a difference, and we're looking for like-minded individuals to join us on this journey.
Job Summary
As an arenaflex Customer Service Associate, you'll be responsible for providing exceptional customer service, resolving inquiries, and ensuring our members receive the care and support they need. This is a per diem remote opportunity, allowing you to work from the comfort of your own home while making a real difference in the lives of our members.
Primary Accountabilities
As a Customer Service Associate, you'll be responsible for: ### Quality/No Harm
- Properly identifying and elevating concerns that affect customers or arenaflex's ability to serve them.
- Providing accurate and professional service to customers, adhering to department policies.
- Attending and participating in staff training sessions, surveys, and department meetings.
- Maintaining confidentiality at all times, following departmental and organizational confidentiality guidelines.
- Contributing towards meeting departmental performance goals (average speed of answer, service level, abandonment rate).
### Customer Experience
- Responding to customer inquiries by researching, understanding, and documenting plan information related to:
+ Covered benefits and exclusions, including prescription drug coverage + Eligibility, enrollment, and disenrollment + Participating providers + Claims payments and processes + Authorization processes + Premium billing + Plan guidelines
- Assisting arenaflex customers in a caring and knowledgeable manner, representing the organization as a skilled healthcare professional.
- Handling incoming sales inquiries from prospective customers by answering basic questions and referring to a licensed sales agent for closure.
- Providing assistance with customer service walk-in members in a timely and efficient manner.
### Stewardship
- Meeting individual Call Center performance standards as determined by management.
- Properly identifying and elevating concerns affecting customers or arenaflex's ability to serve them.
- Participating in special projects as requested or approved by management.
Qualifications
To be successful in this role, you'll need: ### Qualifications Required
- The highest level of education desired for candidates in this position is a High School diploma, G.E.D., or equivalent experience. Some college preferred.
- One year related work experience in a call center or customer service environment interacting with customers.
- Must be able to work the designated shift and overtime as needed.
- Must be able to talk and type at the same time and communicate effectively while multitasking.
- Must be able to navigate through multiple screens and computer applications while reviewing benefit information.
- Ability to accurately type 45 words per minute while speaking with a customer on the phone.
- Intermediate to Advanced computer skills, including Microsoft Applications.
- Bi-lingual candidates must be able to speak, read, write, and comprehend in Spanish and English.
- Certification required by passing the Bi-lingual/Medical Interpretation test, provided by ATLA at arenaflex CFL.
### Physical Demands
- Ability to sit and view a computer screen for several hours at a time.
- Work effectively in a fast-paced and often stressful environment.
### Mental Demands
- Excellent verbal, interpersonal, and written communication skills.
- Superior customer service telephone skills, including active listening and questioning skills.
- Basic math, analytical, and problem-solving skills.
- Ability to think critically to define issues, identify risks, and propose outcomes.
- Maintaining a high level of motivation, initiative, and accountability.
- Organization, prioritization, and time management.
- Ability to interact professionally and work effectively as a team with all levels of employees and management.
- Handling multiple tasks, often within limited time frames.
- Must be able to work in a team environment illustrating cooperation and respect.
- Excellent attendance is required and ability to work a flexible schedule.
- Strong knowledge of customer care processes and techniques
What We Offer
As an arenaflex team member, you'll enjoy:
- Competitive compensation and benefits package
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Flexible scheduling and remote work options
- Comprehensive training and support
How to Apply
If you're passionate about delivering exceptional customer service and making a difference in the lives of our members, we want to hear from you! Apply now to join our team as a Customer Service Associate at arenaflex. Apply Now! Apply for this job