Experienced Customer Service Representative - National Remote

Join arenaflex, a leading organization in the healthcare industry, as a Customer Service Representative in a national remote role. As a key member of our team, you will play a vital role in delivering exceptional customer experiences, ensuring patient satisfaction, and contributing to the overall success of our organization.

About arenaflex

arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone, regardless of their background, deserves the opportunity to live their healthiest life. Our commitment to diversity, equity, and inclusion creates a healthier atmosphere, and we strive to mitigate our impact on the environment while enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Job Summary

As a Customer Service Representative, you will be responsible for providing exceptional customer experiences, resolving complex issues, and ensuring patient satisfaction. You will work in a fast-paced environment, utilizing your excellent communication and problem-solving skills to navigate challenging situations. This role requires a high level of professionalism, attention to detail, and a commitment to delivering exceptional results.

Responsibilities

* Answer inbound phone calls daily, providing a high-quality patient/caller experience

• Schedule, reschedule, and cancel appointments
• Register new patients, verify patient demographics and health insurance, and update patient information in designated databases
• Respond to general information requests and/or inquiries from patients, physicians, medical offices, and other callers
• Communicate effectively and in a professional manner
• Transfer non-applicable calls to appropriate internal departments to ensure patient satisfaction
• Process all work-related responsibilities in an efficient, timely, and accurate manner
• Develop and maintain a working knowledge of all medical specialties as they relate to the position
• Accurately transmit detailed written communications in a clear and concise manner to site staff and physicians via our medical communication platforms
• Adhere to system guidelines, policies, and procedures while meeting the needs of all callers encountered throughout the workday
• Display proficiency in the technological areas required to perform daily primary responsibilities
• Perform additional general responsibilities as assigned or required

Basic Call Handling

* Answer with the appropriate greeting on the first ring unless on another call

• Speak in a confident, friendly, pleasant tone, with good diction and clear enunciation, displaying a "smile" in their voice, thus projecting a positive image
• Display an appropriate and professional attitude, following the arenaflex and Contact Center Telephone courtesy standards
• Practice active listening and use appropriate fact-finding questions, refraining from blind transfer of calls
• Follow established written and electronic protocols
• Take control of the call using solid customer service skills, refraining from "overtalk" and giving advice
• Utilize all tools available to process calls, including but not limited to directory, I-series, protocols, point people, help phone, Epic decision trees, Contact Center management
• Follow all service-specific and online protocols, as well as specials and Client Information pages

Quantitative Measures

* Meet or exceed the Contact Center performance standards for the following call handling quantitative measures: + On-time: 90% or higher + Time to Answer: 90% or higher on first ring + Disconnect Time: 24 seconds on average

• Process all code calls and team activations according to the appropriate protocol
• Follow protocol for all Overhead Announcements
• Complete all pertinent information and take complete and accurate message tickets per protocol
• Activate any pagers listed in the protocol or contact appropriate personnel via other methods as dictated in protocol
• Make any necessary overhead announcements per protocol
• Process an "All Clear" when notified appropriately
• Contact a member of Contact Center management with any issue or concern on any code or team activation
• Contact 911 and other emergency authorities according to protocol
• Process nurse triage and secretarial calls in a professional manner

Technical Requirements

* Basic computer skills

• Familiarity with Microsoft Office Applications (Outlook, Word, Excel)
• Ability to work any of our 12-hour shift schedules during our normal business hours of 7:00am to 7:00pm. It may be necessary, given the business need, to work occasional overtime.
• Ability to type a minimum of 50 words per minute (preferred)

Soft Skills

* Ability to listen and assimilate new information rapidly

• Collaborates with Contact Center team and consistently performs all duties at the highest level during crisis, whether individually or as a team
• Demonstrates strong oral and written communication skills
• Possesses excellent interpersonal and "system thinking" skills
• Strong communication and customer service skills
• Exceptional organizational/time management skills
• Ability to work in a dynamic environment both independently and in a group setting

Benefits and Compensation

* Competitive salary

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)
• Hourly range for California, Colorado, Connecticut, Nevada, New York, New Jersey, Washington, or Rhode Island residents is $16.00 - $27.31 per hour

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. Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply To This Job

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Drug-Free Workplace

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Apply for this job