Experienced Customer Service Representative Lead – Remote in Las Vegas, NV

Are you a seasoned leader with a passion for delivering exceptional customer service? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? If so, we invite you to join arenaflex, a global organization dedicated to improving health outcomes and advancing health equity on a global scale. As a Customer Service Representative Lead, you will play a critical role in supporting our Call Center Supervisors and Managers, ensuring the department operates efficiently, and creating an atmosphere focused on delivering high-quality customer service and maintaining patient satisfaction.

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 help people live healthier lives and make the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. Our culture is guided by 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.

Job Summary

As a Customer Service Representative Lead, you will be responsible for supporting the Call Center Supervisors and Managers, acting as a primary resource for agents, and ensuring the department operates efficiently. You will work closely with Supervisors to sustain high associate morale and motivation, execute customer service utilizing a professional tone and manner, and train new agents. You will also be responsible for resolving conflicts on the team, ensuring accurate and timely communication of concerns to management, and receiving and processing STAT priority referrals.

Key Responsibilities

* Acts as a primary resource for handling staff inquiries regarding policies and procedures

• Communicates procedural changes and guidelines to department staff
• Works with Supervisors to sustain high associate morale and motivation
• Executes customer service utilizing a professional tone and manner
• Training: Identifies and assesses talent for potential peer trainers, conducts training for newly appointed peer trainers, and ensures agents meet monthly metrics
• Accuracy: Acquires no more than 6 scheduling errors in the calendar year, remains accountable for relaying accurate information to advocates, and maintains 95% call handle rate in CEAQ
• Acts as a facilitator to resolve conflicts on the team and ensures accurate and timely communication of concerns to management
• Receives and processes STAT priority referrals
• Performs other duties as assigned

Essential Qualifications

* High School Diploma / GED OR equivalent work experience

• Must be 18 years of age OR Older
• Minimum 1 year of experience in a Healthcare environment
• 1 year of experience as a team lead and/or training
• Working knowledge of computerized telephone systems and ACD
• Healthcare/Managed Care and/or insurance industry knowledge
• Working knowledge of APM, Centricity-RIS, Touchworks/Allscripts, and ImpactMD
• Knowledge of MS Office is required with emphasis on Excel
• Able to excellent Customer Service and proper telephone etiquette
• Thorough knowledge of state and federal laws that apply to the department
• Proficient in MS Office
• Excellent interpersonal skills
• Oral, written, communication, and composition skills
• Ability to listen, document, and track problem areas
• Excellent leadership and time management skills
• Ability to work independently, and with confidential information
• Must have initiative
• Maintain a positive attitude with supporting departmental goals and objectives
• Must have the ability to work swiftly and efficiently without compromising quality customer service
• Organizational skills
• Flexible and able to commit to departmental goals, including overtime as needed, shift changes, etc

Preferred Qualifications

* Medical Terminology

• CPT and ICD-10 coding
• 1 year of experience in a call center
• Work experience as a team lead

Telecommuting Requirements

* Reside within 2716 N Tenaya Way, Las Vegas, NV

• 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

Physical and Work Environment

* Normal Call Center environment with heavy phone and computer usage

• Moderate standing and walking
• All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy

Compensation and Benefits

* The hourly range for this position is $19.47 - $38.08 per hour.

• Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.
• arenaflex complies with all minimum wage laws as applicable.
• In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

Why Join arenaflex?

* arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives.

• Our mission is to help people live healthier lives and make the health system work better for everyone.
• We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life.
• Our culture is guided by 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.

How to Apply

If you are a motivated and experienced leader with a passion for delivering exceptional customer service, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you!

Equal Employment Opportunity

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 for this job