Experienced Full Stack Customer Service Representative – Medicaid Support and Enrollment

At arenaflex, we're committed to delivering exceptional customer experiences that make a lasting impact. As a Senior Customer Service Representative, you'll play a vital role in providing top-notch support to Indiana Medicaid members, ensuring they receive the care and benefits they need. If you're passionate about delivering outstanding service, navigating complex healthcare systems, and building strong relationships, we want to hear from you. About arenaflex arenaflex is a leading provider of innovative solutions for the healthcare industry. Our team of dedicated professionals is passionate about making a difference in the lives of our customers and the communities we serve. With a strong commitment to excellence, we strive to deliver exceptional results and exceed expectations. Job Summary As a Senior Customer Service Representative, you'll be responsible for providing expert support to Indiana Medicaid members, addressing their inquiries, concerns, and needs in a professional and courteous manner. You'll work closely with our team to ensure seamless communication, accurate information, and timely resolutions. If you're a customer service rockstar with a passion for healthcare, we want to hear from you. Key Responsibilities * Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment * Educate members on Medicaid policies and procedures, including enrollment, redetermination, plan options, and benefits * Provide excellent customer service by addressing customer inquiries, complaints, or concerns in a professional and courteous manner * Report grievances and escalations using the appropriate channels * Meet individual and team performance goals, focusing on accuracy, quality, and productivity * Maintain accurate and up-to-date member records and documentation of all interactions in the call center system * Utilize various systems and software applications to assist members, including electronic health record systems, eligibility systems, claims, and customer relationship management (CRM) systems * Effectively utilize Interpretive Language Services for non-English speaking members * Transfer calls to the client's call center as appropriate * Assist with client outreach requests and follow up with supervisor on call resolution in a timely manner Essential Functions * Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions * Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment * Meet individual and team performance goals * Maintain member records throughout all databases * Transfer calls to the client's call center as appropriate Competencies * Working knowledge in Microsoft Office and auto dialer tools * Demonstrates the capability to efficiently manage multiple systems and software applications simultaneously * Ability to accurately communicate summary information in a written format * Excellent interpersonal and communication skills (both verbal and written) necessary to interact with members, staff, guests, providers, and clients * Critical thinking and listening skills * Independent problem identification/resolution and decision-making skills * Conflict resolution and negotiation skills * Empathetic and sincere, superior rapport building skills * Excellent verbal communication skills * Familiarity with medical terminology to explain healthcare benefits and ensure each member's needs are appropriately met * Ability to type at a minimum of 45 wpm Supervisory Responsibility This position has no supervisory responsibilities. Work Environment This job operates in a professional office environment. This role uses standard office equipment such as computers, computer phone headsets, and phones. Physical Demands While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, use hands to finger, handle or feel; and reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times. Position Type and Expected Hours of Work This is a full-time position. Shifts are scheduled at times when the Call Center is open Monday through Friday, 7:00 a.m. to 7 p.m. Central time. Evening and weekend work may be required as job duties demand and for team meetings. Travel No travel is expected for this position. Required Education and Experience * High school diploma or GED Preferred Education and Experience * One or two years' experience in insurance * Knowledge of Medicaid * Experience with Artiva software * Accounts Payable experience * Bi-lingual Additional Eligibility Qualifications * Ability to handle complex accounts with little to no assistance * Ability to use the non-conformity to escalate issues * Ability to pass a knowledge assessment Benefits * 401(k) * Dental insurance * Health insurance * Paid time off * Vision insurance Schedule * 8 hour shift * Weekends as needed Application Question(s) * What is your Salary Requirement? Location * Indiana (Required) Work Location * Remote If you're a customer service superstar with a passion for healthcare, we want to hear from you. Apply now to join our team at arenaflex and make a difference in the lives of our customers. ```html

Experienced Full Stack Customer Service Representative – Medicaid Support and Enrollment

At arenaflex, we're committed to delivering exceptional customer experiences that make a lasting impact. As a Senior Customer Service Representative, you'll play a vital role in providing top-notch support to Indiana Medicaid members, ensuring they receive the care and benefits they need. If you're passionate about delivering outstanding service, navigating complex healthcare systems, and building strong relationships, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions for the healthcare industry. Our team of dedicated professionals is passionate about making a difference in the lives of our customers and the communities we serve. With a strong commitment to excellence, we strive to deliver exceptional results and exceed expectations.

Job Summary

As a Senior Customer Service Representative, you'll be responsible for providing expert support to Indiana Medicaid members, addressing their inquiries, concerns, and needs in a professional and courteous manner. You'll work closely with our team to ensure seamless communication, accurate information, and timely resolutions. If you're a customer service rockstar with a passion for healthcare, we want to hear from you.

Key Responsibilities

• Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment
• Educate members on Medicaid policies and procedures, including enrollment, redetermination, plan options, and benefits
• Provide excellent customer service by addressing customer inquiries, complaints, or concerns in a professional and courteous manner
• Report grievances and escalations using the appropriate channels
• Meet individual and team performance goals, focusing on accuracy, quality, and productivity
• Maintain accurate and up-to-date member records and documentation of all interactions in the call center system
• Utilize various systems and software applications to assist members, including electronic health record systems, eligibility systems, claims, and customer relationship management (CRM) systems
• Effectively utilize Interpretive Language Services for non-English speaking members
• Transfer calls to the client's call center as appropriate
• Assist with client outreach requests and follow up with supervisor on call resolution in a timely manner

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment
• Meet individual and team performance goals
• Maintain member records throughout all databases
• Transfer calls to the client's call center as appropriate

Competencies

• Working knowledge in Microsoft Office and auto dialer tools
• Demonstrates the capability to efficiently manage multiple systems and software applications simultaneously
• Ability to accurately communicate summary information in a written format
• Excellent interpersonal and communication skills (both verbal and written) necessary to interact with members, staff, guests, providers, and clients
• Critical thinking and listening skills
• Independent problem identification/resolution and decision-making skills
• Conflict resolution and negotiation skills
• Empathetic and sincere, superior rapport building skills
• Excellent verbal communication skills
• Familiarity with medical terminology to explain healthcare benefits and ensure each member's needs are appropriately met
• Ability to type at a minimum of 45 wpm

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role uses standard office equipment such as computers, computer phone headsets, and phones.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, use hands to finger, handle or feel; and reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Position Type and Expected Hours of Work

This is a full-time position. Shifts are scheduled at times when the Call Center is open Monday through Friday, 7:00 a.m. to 7 p.m. Central time. Evening and weekend work may be required as job duties demand and for team meetings.

Travel

No travel is expected for this position.

Required Education and Experience

High school diploma or GED

Preferred Education and Experience

• One or two years' experience in insurance
• Knowledge of Medicaid
• Experience with Artiva software
• Accounts Payable experience
• Bi-lingual

Additional Eligibility Qualifications

• Ability to handle complex accounts with little to no assistance
• Ability to use the non-conformity to escalate issues
• Ability to pass a knowledge assessment

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s)

What is your Salary Requirement?

Location

Indiana (Required)

Work Location

Remote

If you're a customer service superstar with a passion for healthcare, we want to hear from you. Apply now to join our team at arenaflex and make a difference in the lives of our customers.

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