Experienced Bilingual Customer Service Representative – Remote Health Insurance Support

At arenaflex, we're dedicated to revolutionizing the healthcare industry by providing innovative solutions that improve patient outcomes. As a Bilingual Customer Service Representative, you'll play a vital role in delivering exceptional support to our valued customers, fostering a sense of job satisfaction through problem-solving and positive interactions. Our team values collaboration, continuous learning, and a customer-centric approach, ensuring that every team member contributes to providing better health outcomes.

About arenaflex

arenaflex partners with health plans and providers to achieve better outcomes for people with the most complex and costly health conditions. We're committed to connecting the pieces of the fragmented healthcare system and ensuring people receive the same level of care and compassion we would want for our loved ones. Our employees enjoy work-life balance, flexibility, and autonomy, which enables them to do their best work while living their best lives.

What You'll Be Doing

As a Bilingual Customer Service Representative, you'll be responsible for providing exceptional support to our valued customers, fostering a sense of job satisfaction through problem-solving and positive interactions. Your key responsibilities will include:

• Answering and managing inbound inquiries regarding health plan benefits and claims, eligibility, medical and other healthcare procedures, billing and payments, and other related topics from customers in a prompt, courteous manner.
• Conducting out-bound and/or return calls to customers as necessary.
• Asking appropriate questions and listening actively to identify specific questions or issues to provide appropriate responses and types of assistance the customer needs while documenting relevant information in a clear and concise manner in computer systems.
• Communicating and partnering with customers tactfully and empathetically to resolve issues, using clear language to translate healthcare-related jargon and complex processes into simple, step-by-step instructions customers can comprehend and act upon.
• Handling and processing customer complaints/grievances while applying appropriate conflict management skills to de-escalate potentially stressful situations.
• Meeting performance goals established for the position in the areas of efficiency, accuracy, quality, member satisfaction, and attendance. Adhering to all applicable department, organization, and/or regulatory policies and procedures.

What You Bring

To succeed in this role, you'll need to bring the following skills and qualifications:

• MUST reside in Maryland, Virginia, or Washington, DC.
• MUST be Bilingual in Spanish & English (validated via bilingual assessment upon offer acceptance).
• At least 1 year call center experience is required.
• Ability to handle a heavy call volume of 50-100 calls daily.
• Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills, ability to type 35 WPM, and learn new computer programs.
• Ability to work regularly scheduled shifts within hours of operation, including the training period, with the flexibility to adjust daily schedules and work overtime and/or weekends as needed.
• Demonstrated ability to take an educative approach, listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the customer, answering questions and informing of health plan policies, procedures, or decisions.
• Ability to maintain strict confidentiality of protected health information.
• This is a work-from-home position, which requires a quiet, private workspace without noise and distractions, and reliable internet connectivity provided through a wired connection with a minimum of 100 MBPS speed. A mobile, hot spot, or WiFi connection is NOT acceptable.

Preferred Qualifications

* 2+ years at a health plan, TPA, or related call center setting is preferred.

• Knowledge of managed care, Commercial, Marketplace, Medicaid, and/or Medicare programs; knowledge of medical policy benefits and exclusions is preferred.

Technical Requirements

We require that all employees have the following technical capability at their home: High-speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Work Environment and Company Culture

As a remote employee, you'll have the flexibility to work from the comfort of your own home, with a quiet, private workspace without noise and distractions. arenaflex is committed to providing a supportive and inclusive work environment, where employees feel valued and empowered to do their best work. Our team values collaboration, continuous learning, and a customer-centric approach, ensuring that every team member contributes to providing better health outcomes.

Compensation and Benefits

The expected base salary/wage range for this position is $17.30-18.00/hr. This position is also eligible for a bonus component that would be dependent on pre-defined performance factors. As part of our total compensation package, arenaflex is proud to offer comprehensive benefits (including health insurance benefits) to qualifying employees. All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to providing opportunities for career growth and development, including training and professional development programs, mentorship, and opportunities for advancement. Our employees enjoy a supportive and inclusive work environment, where they can learn and grow with the company.

How to Apply

If you're passionate about delivering exceptional customer service and making a meaningful impact in the healthcare industry, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through the link below. Apply To This Job

Equal Opportunity Employer

arenaflex is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access the information provided on this website, please contact [email protected] for further assistance. Apply for this job