Experienced Customer Service Representative - Remote Opportunity to Make a Difference in Healthcare

At arenaflex, we're dedicated to improving the health and vitality of those we serve. As a global Health Service company, we're seeking compassionate and empathetic Customer Service Representatives to join our team who are genuinely interested in helping people at critical points in their lives. If you're passionate about delivering exceptional customer service, have a strong work ethic, and are eager to learn and grow, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a global Health Service company committed to enhancing the lives of our clients, customers, and patients. Through our divisions, we're dedicated to driving growth and improving lives. Our mission is to provide innovative solutions that improve health outcomes, reduce costs, and enhance the overall well-being of our customers. We're proud to be a leader in the healthcare industry, and we're excited to have you join our team.

Responsibilities

As a Customer Service Representative at arenaflex, you'll play a critical role in delivering exceptional customer service to our members, providers, and pharmacies. Your primary responsibilities will include:

• Answering inbound calls from members, providers, and pharmacies with questions about Pharmacy Benefit Management (PBM) benefits, mail-order pharmacies, or Medicare.
• Taking calls back-to-back while toggling through several applications on multiple screens.
• Attending 100% of trainings and the first 90 days of employment.
• Updating conversion requests and providing shipment status to members.
• Facilitating the transition of requested medications to home delivery.
• Advocating for the member patient by placing phone calls, fax, or other means to physician's offices to obtain prescriptions and forward to pharmacies for fulfillment.
• Obtaining new prescriptions from physician's offices and recording approval status.
• Serving incoming calls from doctors' offices.
• Ensuring accurate and complete documentation is entered into the appropriate systems for all contacts (internal/external) to maintain the quality of the home delivery process, document HIPAA compliance, and reduce potential legal concerns.
• Resolving questions and/or issues that may be preventing shipment of an order.
• Upholding quality and productivity standards on all transactions.
• Ensuring complete and accurate documentation into the appropriate systems to maintain quality and meet regulatory requirements.
• Using active listening skills when members express concerns about medication coverage or costs and offering members options for a starting coverage review to meet regulatory requirements.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

Qualifications

To be successful in this role, you'll need:

• A high school diploma or equivalent.
• At least 2-3 years of relevant experience in healthcare and/or call center settings.
• A dedicated workspace with no distractions.
• Strong computer skills, including Microsoft Office.
• Strong organization skills, written, and verbal communication skills.
• Ability to provide exceptional listening and customer service skills; remain calm and helpful even when dealing with difficult callers.
• Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make decisions.
• Foster teamwork and partnership with cross-functional departments to resolve issues and improve customer experience.
• Ability to work a flexible schedule, including nights and/or weekends.

Work Environment and Culture

As a remote Customer Service Representative, you'll enjoy a flexible work-from-home lifestyle where you can virtually connect with coworkers and customers. Our company culture is built on a foundation of compassion, empathy, and a commitment to excellence. We're a team of dedicated professionals who are passionate about delivering exceptional customer service and making a difference in the lives of our customers.

Compensation and Benefits

We offer a competitive hourly rate of $17-$23 per hour, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan. In addition to our competitive compensation, we offer a comprehensive range of benefits, including:

• Medical, vision, dental, and well-being and behavioral health programs.
• 401(k) with company match.
• Company-paid life insurance.
• Tuition reimbursement.
• A minimum of 18 days of paid time off per year and paid holidays.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:

• Ongoing training and development opportunities to enhance your skills and knowledge.
• Mentorship programs to help you navigate your career and achieve your goals.
• Opportunities for advancement and career growth within the company.

How to Apply

If you're passionate about delivering exceptional customer service and making a difference in the lives of our customers, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and diverse work environment that reflects the communities we serve. Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions, including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status, or any other characteristic protected by applicable equal employment opportunity laws.

Reasonable Accommodation

If you require reasonable accommodation in completing the online application process, please email [insert email address] for support. Do not email [insert email address] for an update on your application or to provide your resume, as you will not receive a response.

Tobacco-Free Policy

arenaflex has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified Applicants with Criminal Histories

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. Apply for this job