Experienced Customer Service Representative – TRICARE Program Support (Remote Position)

At arenaflex, we're committed to delivering exceptional customer service to our beneficiaries, end-users, and clients. As a key member of our TRICARE Support Consultant team, you'll play a vital role in providing empathetic and efficient support to those who rely on our services. If you're passionate about delivering outstanding customer experiences and have a knack for navigating complex healthcare programs, we want to hear from you!

About arenaflex

arenaflex is a leading provider of business services to governments, helping them operate health and human services programs with excellence. Our health services segment offers outsourced program management and administrative services, ensuring that our clients receive the highest level of support and care. With a team of dedicated professionals, we strive to make a positive impact on the lives of those we serve.

Job Summary

We're seeking an experienced Customer Service Representative to join our TRICARE Support Consultant team. As a key member of this team, you'll provide exceptional customer service to beneficiaries, family members, military personnel, and medical providers. Your primary responsibilities will include:

• Providing empathetic and efficient support to callers, addressing their concerns and resolving issues in a timely manner
• Utilizing a patient-centric approach to navigate and answer TRICARE program benefit questions
• Updating beneficiary demographics in the government system and performing enrollments into the TRICARE program
• Assisting with claim questions and other calls related to the TRICARE program
• Maintaining accurate records and data entry functions to reflect and document client activity/transactions

Essential Duties and Responsibilities

* Provide customer service for basic and routine inquiries and problems via multiple channels (telephone, emails, web chats, or written letters)

• Use computerized systems for tracking, information gathering, and/or troubleshooting
• Provide feedback and input on call trends, processes, procedures, and training
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
• Ensure incoming communications are answered promptly, appropriately, and courteously
• Demonstrate a "can do" and professional attitude when servicing beneficiaries and clients
• Provide informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits
• Retrieve, research, and analyze data from multiple databases to answer client concerns
• De-escalate and manage complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager
• Accurately perform all data entry functions to reflect and document client activity/transactions
• Meet performance requirements and maintain knowledge of project policies and procedures
• Actively participate in and support departmental and organizational quality initiatives and goals
• Work in a systematic, methodical, and orderly way to maintain quality work and high productivity
• Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment
• Make recommendations for changes to current policies or need for new policy to your supervisor in the spirit of process improvements
• Complete any other reasonable duties as requested by the manager
• Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules

Requirements

* High school diploma or equivalent with 6 months of customer service experience

• Must be able to speak and read English clearly, professionally, and fluently
• Ability to obtain US Security Clearance
• Must be a US Citizen
• Experience with healthcare insurance plans and billing
• Experience with military health programs
• Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools
• Ability to speak Spanish, highly desirable
• Excellent written and oral communication skills
• Strong interpersonal skills with the ability to build relationships
• Proactive, self-starter with the ability to work well in a team environment
• Detail-oriented with good organizational skills and capable of effectively prioritizing and multitasking

Preferred Qualifications

* Bachelor's Degree or equivalent government or private-sector work experience

• Minimum of 1+ years of contact center experience, preferably in a healthcare-related environment
• Minimum 3+ years of experience in delivering excellent customer service in a high-paced environment
• Experience working with TRICARE or similar healthcare programs

Remote Work Requirements

* HIPAA-compliant workspace: Private and Secure workspace away from others, noise, and distractions

• Reliable high-speed internet: Ethernet/hard-wired connection (no WiFi or Hotspots)
• Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)

Compensation and Benefits

* Hourly Base Pay Minimum for this Position: $18.75

• Hourly Base Pay Maximum for this Position: $18.75
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for career growth and professional development

How to Apply

If you're passionate about delivering exceptional customer service and have a knack for navigating complex healthcare programs, we want to hear from you! Apply now to join our team of dedicated professionals at arenaflex. Apply Job!

Equal Employment Opportunity

arenaflex is an Affirmative Action/Equal Opportunity Employer. We're committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We welcome applications from qualified candidates of all backgrounds and perspectives.

Pay Transparency

For positions on this contract, arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. Apply for this job