Experienced Customer Care Representative I - Claims and Intake Application Support

At arenaflex, we're dedicated to delivering exceptional customer service and innovative solutions to our clients. As a Customer Care Representative I, you'll play a vital role in our team, providing top-notch support to claimants and clients across the country. If you're passionate about delivering compassionate and empathetic service, we want to hear from you.

Job Summary:

As a Customer Care Representative I, you'll be the first point of contact for claimants and clients, handling inbound calls, and performing outbound voice work tasks related to selected clients and claimants. You'll be responsible for providing accurate and timely information, resolving routine administrative technical issues, and maintaining confidentiality and adhering to HIPAA rules and regulations. If you're a team player with excellent communication skills, a strong work ethic, and a passion for delivering exceptional customer service, we encourage you to apply.

Key Responsibilities:

* Manage inbound calls from clients and claimants across the country, providing accurate and timely information

• Perform outbound voice work tasks related to selected clients and claimants
• Accurately file and document client/claimant specific information into the applicable system
• Adhere to all department standards and respond to client and claimant inquiries in a timely and efficient manner
• Consistently deliver exceptional customer service, measured by the results of our Quality Monitoring program
• Demonstrate confidence, strong decision quality, and sound judgment when assisting claimants
• Resolve routine administrative technical issues for applicable source systems
• Answer related claims questions for applicable clients specific to the Intake process and reporting missed time
• Maintain a high level of confidentiality and abide by HIPAA rules and regulations
• Reliable, regular, and predictable attendance to ensure appropriate staffing to handle call volume
• All other duties as assigned

Essential Qualifications:

* Strong customer service skills, with a polite, friendly, and helpful demeanor

• Ability to type and talk simultaneously
• Proven patience and understanding, with active listening skills
• Strong attention to detail and demonstrated compassion
• Ability to work independently and remotely
• Ability to communicate effectively in both verbal and written interactions
• Ability to handle confidential information with the utmost judgment and discretion
• Exceptional interpersonal communication skills and the ability to work with a diverse workforce
• Proficient at maneuvering on a PC with working knowledge of MS Office (Word, Excel, and Outlook)
• Ability to manage and meet departmental deadlines and key performance indicators
• Demonstrated ability in verbal and written skills, and reading comprehension
• Proven experience in providing quality customer service (preferably in a call center environment)
• Knowledge of medical terminology preferred
• Experience using web-based programs

Preferred Qualifications:

* High-speed home internet installed for remote/teleworker setup

• Experience working in a fast-paced, team-oriented, dynamic inbound/outbound call center environment
• Ability to work a variety of schedules, including core business hours (Mon-Fri, 4am-8pm Arizona time) and holidays

Work Environment:

* Reliance Matrix's Customer Care Center operates 24 hours a day, 7 days a week

• We offer a variety of schedules due to this scope of coverage
• A Customer Care Representative must be available to work a scheduled shift between the core business hours and be open to working some holidays
• Customer Care Representatives must be willing and able to work sitting in one place, taking calls, and speaking for the entirety of their scheduled shift (excluding scheduled breaks and lunches)
• Customer Care Representatives must be willing and able to work in a fast-paced, team-oriented, dynamic inbound/outbound call center environment
• Customer Care Representatives must have predictable and reliable attendance and adherence to their daily and weekly assigned schedule

Physical Requirements:

* Sitting for prolonged periods of time, extensive typing, and otherwise using primarily the fingers rather than the entire hand

• Employee is required to have visual acuity sufficient to perform activities such as preparing and analyzing data and figures; transcribing notes; viewing a computer terminal and extensive reading
• Employee is required to have hearing sufficient to understand verbal instruction and answer telephones
• Reliance Standard Life Insurance will provide qualified employees with a reasonable accommodation in accordance with applicable law

What We Offer:

At arenaflex, we believe that creating a more diverse, equitable, and inclusive culture allows us to realize more of our potential. And we can't do this without our most important asset – you. That's why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs
• For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company-provided Life & Disability Insurance to ensure financial protection when you need it most
• Family-friendly benefits, including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council

Our Values:

* Integrity

• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement:

arenaflex is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age, or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.

How to Apply:

If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply. Please visit our website to submit your application. Apply Job! Apply for this job