Senior Customer Service Representative - National Remote

Join arenaflex in Revolutionizing Healthcare through Compassionate Customer Service

Are you passionate about delivering exceptional customer experiences and making a meaningful impact on people's lives? Do you thrive in a dynamic, fast-paced environment where no two days are the same? Look no further! arenaflex is seeking a highly skilled and empathetic Senior Customer Service Representative to join our team of dedicated professionals who are committed to revolutionizing healthcare through compassionate customer service.

About arenaflex

arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our mission is to make the health system work better for everyone, and we believe that everyone deserves the opportunity to live their healthiest life. We are guided by a culture of diversity and inclusion, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

As a Senior Customer Service Representative at arenaflex, you will:

* Deliver exceptional customer experiences to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support.

• Provide support to your team members by serving as a resource or subject matter expert, identifying and exceeding customer expectations by committing to and building strong relationships internally and externally.
• Handle escalated calls, resolving more complex customer issues in a one and done manner.
• Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e., benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs).
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
• Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed.
• Assist customers in navigating arenaflex websites and encourage and reassure them to become self-sufficient.
• Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member.
• Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.
• Provide education and status on previously submitted pre-authorizations or pre-determination requests.
• Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution, and attendance.

What We Offer

* 2 weeks of paid training to ensure your success in this role.

• A comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan and equity stock purchase program.
• Incentive and recognition programs to reward your hard work and dedication.
• Opportunities for career growth and development, including training and education programs to help you advance in your career.
• A dynamic and supportive work environment that values diversity and inclusion.
• The flexibility to work from home and create your own schedule, with the ability to work occasional overtime as needed.

Requirements

* High School Diploma or GED.

• Must be 18 years of age or older.
• Familiarity with computer and Windows PC applications, including the ability to learn new and complex computer system applications.
• Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material.
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of Sun-Sat 8am-11pm EST (October-March) and shift Mon-Fri 8am-11pm EST (April-September). It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

* 1 year of Customer Service Representative (CSR) experience or 1 year of experience in an office setting, call center setting, or phone support role.

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

* Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product.

• 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

* California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, or Washington, D.C. Residents Only: The hourly range for this position is $16.54-$32.55 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.

Application Deadline

This job posting will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

Diversity 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.

Drug-Free Workplace

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Apply Now

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job