Experienced Customer Service Representative Lead – Remote in Multiple Arenaflex Locations

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 ever the same? If so, we invite you to join our team at arenaflex as an Experienced Customer Service Representative Lead. As a key member of our customer service team, you will play a vital role in providing compassionate, personalized support to our customers, while also serving as a resource and subject matter expert for your colleagues.

About Arenaflex

At arenaflex, we're dedicated to delivering care, aided by technology to help millions of people live healthier lives. Our mission is to connect people with the care, pharmacy benefits, data, and resources they need to feel their best. We're a global organization that values diversity and inclusion, and we're committed to creating a culture that's guided by these principles. Our talented team members are passionate about making a difference in the lives of our customers, and we're excited to welcome you to our community.

Job Summary

As an Experienced Customer Service Representative Lead, you'll be responsible for delivering exceptional customer experiences, providing support to your team members, and serving as a resource or subject matter expert. You'll work closely with our customers to understand their needs, provide personalized solutions, and resolve complex issues in a timely and efficient manner. Your expertise and guidance will help your colleagues to excel in their roles, and you'll play a key role in driving our team's success.

Primary Responsibilities

* Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers

• 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

Essential Qualifications

* High School Diploma / GED

• Must be 18 years of age or older
• First Call Resolution experience
• 9 months of previous call center experience
• 2 years of customer service experience analyzing and solving customer problems OR 2 years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work full-time, Monday - Friday. Employees are required to be flexible to work an 8-hour shift during the hours of 6:00am – 6:00pm MST. Mandatory overtime is required during peak season (first few weeks of January) and based on business need and weekends

Preferred Qualifications

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

Telecommuting Requirements

* Reside within Draper, UT, Cypress, CA, or Tampa, FL

• 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
• All employees working remotely will be required to adhere to arenaflex’s Telecommuter Policy.

Compensation and Benefits

We offer a comprehensive benefits package, including:

• Competitive hourly rate ($19.47 to $38.08 per hour)
• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)

Why Join Arenaflex?

At arenaflex, we're committed to creating a culture that's guided by diversity and inclusion. We believe that everyone deserves the opportunity to live their healthiest life, and we're dedicated to making a meaningful impact on the communities we serve. Our team members are passionate about delivering exceptional customer experiences, and we're excited to welcome you to our community.

How to Apply

If you're passionate about delivering exceptional customer experiences and making a meaningful impact on people's lives, we invite you to apply for this exciting opportunity. Please visit our website to learn more about our team and our culture, and to submit your application.

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.

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