Experienced Customer Engagement Representative – Healthcare Services and Support

At arenaflex, we are dedicated to delivering exceptional customer experiences that make a genuine difference in the lives of our patients and community members. As a Customer Engagement Representative, you will be the voice of our customers, advocating on their behalf to ensure they receive the best-in-class service and support they deserve. If you are passionate about delivering outstanding customer experiences, have a strong desire to make a positive impact, and are looking for a rewarding career opportunity, we encourage you to apply for this exciting role.

Job Summary

As a Customer Engagement Representative at arenaflex, you will be responsible for providing exceptional customer service to patients, community members, and healthcare professionals through various communication channels, including face-to-face, video conferencing, telephone, chat, messaging, and email. You will act as a liaison between arenaflex and its customers, resolving inquiries, complaints, and concerns in a professional, expedient, and proficient manner. Your primary goal will be to provide a seamless and satisfying experience for our customers, ensuring that their needs are met and exceeded.

Key Responsibilities

* Provide exceptional customer service through various communication channels, including face-to-face, video conferencing, telephone, chat, messaging, and email.

• Act as a liaison between arenaflex and its customers, resolving inquiries, complaints, and concerns in a professional, expedient, and proficient manner.
• Utilize basic knowledge of all services supported by arenaflex to provide accurate and timely information to customers.
• Follow established standard policies and procedures to complete pertinent tasks, meet customer needs, and work towards one-call resolution.
• Answer and route high volumes of inbound and outbound interactions through multiple channels and computer software systems.
• Communicate with customers to resolve inquiries using various platforms.
• Coordinate healthcare services, including appointment scheduling, updating patient records, obtaining authorizations, communicating with care teams, arranging transportation, paging on-call physicians, escalating patient concerns, general complaint and grievance resolution, basic navigation of the healthcare system, providing technical support, and payment collection.
• Provide appropriate responses to customers and consumers regarding Plan benefits, including eligibility, benefit quoting, provider network, referral and authorization process, claims payment, as well as policies and procedures.
• Work effectively with professionals across the health system, including providers, social workers, case managers, nurses, medical assistants, patient access representatives, insurance companies, and other third parties.
• Handle inquiries related to compliance and regulatory auditing.
• Perform other duties as required to ensure all departmental and organizational goals are achieved.

Essential Qualifications

* Working-level knowledge of the English language, including reading, writing, and speaking English.

• College degree or equivalent experience preferred.
• Strong customer service skills, with 1-2 years of experience in a position involving customer service, healthcare, or health insurance.
• Ability to speak Spanish desired.
• Proficiency with Microsoft Office Suite, including Outlook, PowerPoint, Excel, Teams, and Word.
• Ability to type an average of 40 WPM.
• Experience with electronic medical record systems is a plus.

Preferred Qualifications

* Experience working in a fast-paced environment with multiple communication channels.

• Strong interpersonal skills, with the ability to understand customer inquiries or complaints and manage through potential difficult conversations.
• Ability to learn quickly and acquire service and product knowledge to answer customers' questions accurately.
• Good knowledge of telephone and computer systems, with the ability to use engagement center systems efficiently.

Work Environment and Culture

As a Customer Engagement Representative at arenaflex, you will work in a remote environment, with set schedules and quiet private workspaces that uphold HIPAA standards. You will be part of a dynamic and supportive team that is passionate about delivering exceptional customer experiences. Our culture values collaboration, innovation, and continuous learning, and we offer opportunities for growth and development to help you achieve your career goals.

Compensation and Benefits

arenaflex offers a competitive compensation package, including a salary, benefits, and perks that reflect our commitment to supporting the well-being of our employees. We also offer opportunities for career growth and development, as well as a comprehensive training program to help you succeed in your role.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to hearing from you!

Disclaimer

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, and efforts or work conditions associated with the job. It is intended to be an accurate reflection of the general nature and level of the job.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job