Experienced Customer Care Representative I - Behavioral Health Call Center

At arenaflex, we're dedicated to making lives better by providing exceptional staffing services to state and local governments. Our mission is to be the most knowledgeable staffing partner, and we're committed to identifying and cultivating the talents of our employees to match their skills with the needs of our clients. As a Customer Care Representative I in our Behavioral Health Call Center, you'll play a vital role in developing and maintaining positive customer relationships, ensuring that participants and providers receive exceptional service and support.

About arenaflex

arenaflex is an award-winning staffing firm that has earned a reputation for excellence in providing high-quality staffing services to state and local governments. Our team of professionals is committed to making lives better by engaging and supporting our clients, and we're passionate about creating a work environment that fosters growth, learning, and collaboration. As a member of our team, you'll have the opportunity to work with a diverse group of professionals who share your commitment to excellence and customer service.

Job Summary

We're seeking an experienced Customer Care Representative I to join our Behavioral Health Call Center team. As a key member of our team, you'll be responsible for providing exceptional customer service to participants and providers, handling inquiries, resolving issues, and assisting with behavioral health/substance use service needs. You'll work closely with team members and other departments to ensure a seamless customer experience and meet project goals.

Essential Duties and Responsibilities

As a Customer Care Representative I, you'll be responsible for:

• Responding to incoming calls, emails, and other communication channels in a professional and courteous manner, addressing questions and concerns related to behavioral health/substance use services.
• Researching and resolving customer issues, complaints, or service discrepancies by collaborating with appropriate teams or escalating as necessary to provide information and or solutions.
• Accurately logging customer interactions, maintaining updated records, and documenting resolutions using internal systems.
• Providing information on available behavioral health and substance abuse services, eligibility requirements, and program processes to clients, members, and providers.
• Ensuring all interactions are HIPAA compliant, company policies, and state or federal regulations governing behavioral health and substance abuse services.
• Collaborating with team members and other departments to ensure a seamless customer experience and meet project goals.
• Identifying and communicating trends in customer inquiries to support continuous improvement initiatives for the project.
• Participating in developing department goals, objectives, and systems.
• Participating in staff meetings and attending other meetings and seminars as assigned.
• Recommending new approaches, policies, and procedures to continually improve efficiency of the department and services performed.

Required Skills and Abilities

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

• Accountability for commitments, follow-ups, tasks, and timely completion of trainings.
• Flexibility and a willingness to adapt to changing customer and business needs.
• Strong work ethic and excellent verbal, written, and listening communication skills within the English language.
• Proven, high-quality customer service (internal and external customers).
• Ability to work independently and collaboratively.
• Capability to analyze situations carefully and adopt appropriate courses of action.
• Excellent organizational skills and attention to detail.
• Ability to prioritize multiple tasks and navigate multiple computer applications/screens efficiently.
• Ability to effectively communicate to large and small group audiences.
• Proficiency with Microsoft Office Suite, system navigation, and or related software.

Education and Experience

We're looking for candidates with:

• High school diploma or equivalent.
• 1-2 years of experience in customer service, providing call center support, preferably in healthcare or behavioral health and or substance use field.

Physical Requirements

As a Customer Care Representative I, you'll spend most of your time working at a desk and using a computer with multiple screens. You'll need to be able to sit for prolonged periods and work in a quiet, HIPAA-compliant workspace.

Benefits of Working at arenaflex

As a member of our team, you'll enjoy a comprehensive benefits package, including:

• Support from a team of professionals committed to making your life better.
• 19 days of PTO.
• 12 paid holidays, 13 paid holidays during election years.
• Merit/COLA increases.
• Flex time allowed during the same week.
• Medical, dental, and vision insurance.
• Medical and dependent flexible spending account.
• Pet insurance.
• Mass transportation benefit for the Maryland and Washington, D.C. area.
• 401(k) with a generous employer match.
• Easy-to-use employee self-serve HR portal.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Care Representative I, you'll have the opportunity to:

• Participate in ongoing training and development programs to enhance your skills and knowledge.
• Collaborate with team members and other departments to share best practices and learn from each other.
• Take on new challenges and responsibilities as you grow and develop in your role.
• Pursue opportunities for advancement and career growth within arenaflex.

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that values collaboration, innovation, and customer service. As a member of our team, you'll be part of a diverse group of professionals who share your commitment to excellence and customer service. We're passionate about creating a work environment that fosters growth, learning, and collaboration, and we're committed to making lives better for our employees and clients.

How to Apply

If you're a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a work environment that values diversity, equity, and inclusion, and we're proud to be an equal opportunity employer/protected veterans/individuals with disabilities. Apply for this job