Experienced Customer Service Representative – Remote – arenaflex

At arenaflex, we're dedicated to revolutionizing the healthcare industry by providing innovative solutions that make a positive impact on patients' lives. As a Customer Service Representative on our remote team, you'll play a vital role in delivering exceptional patient-provider care while managing the benefit needs of inbound callers from start to finish. If you're passionate about making a difference, have great communication skills, and can problem-solve with a cool head, we want you to join our team!

About arenaflex

arenaflex is a subsidiary of The Cigna Group, a leading global health insurance company. Our mission is to improve the health, well-being, and peace of mind of our customers and communities. We're committed to creating a positive impact on healthcare and our employees. Our team is passionate about delivering exceptional customer service, and we're looking for like-minded individuals to join our remote team.

Responsibilities

As a Customer Service Representative on our remote team, you'll be responsible for:

• Accepting a daily average of 100-125 inbound calls from Health Plan clients, providers, and imaging centers seeking pre-authorization
• Properly handling and verifying patient records under HIPPA and PHI, and securing confidentiality for each call
• Accepting multiple back-to-back calls utilizing various applications on multiple screens, and properly entering all patient, provider, and imaging center data
• Following the complete formal script pathway with each caller, identifying and transferring any calls that cannot be resolved via the formal script to the appropriate person or department
• Remaining client-focused at all times, with the ability to independently resolve customer inquiries and complaints with one-call resolution
• Attending 100% of 8-week training, which will include live-call participation training
• Meeting or exceeding all performance metrics through accurate call handling and high-quality calls

Qualifications

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

• A High School diploma or equivalent
• Prior customer service background strongly preferred
• Intermediate proficiency in Microsoft Outlook; strong written, organizational, and verbal communication skills
• Excellent customer focus orientation with the ability to diffuse difficult callers constructively
• Takes accountability and ownership to efficiently solve problems
• Engaged, coachable, upbeat attitude, with a willingness to be a positive role model for your peers
• Team player who exchanges personal knowledge, offers, and accepts support
• Flexible, open-minded, and able to adapt positively to business changes or needs
• Self-confident and empowered to use good judgment to do what is right and keep all promises

Skills and Competencies

To succeed in this role, you'll need to possess:

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment with multiple priorities
• Strong problem-solving and analytical skills
• Ability to maintain confidentiality and handle sensitive information
• Proficiency in Microsoft Office, particularly Outlook
• Ability to work independently and as part of a team
• Strong time management and organizational skills
• Ability to adapt to changing business needs and priorities

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Representative, you'll have opportunities to:

• Develop your customer service skills and knowledge
• Participate in ongoing training and development programs
• Take on additional responsibilities and challenges
• Collaborate with cross-functional teams to drive business results
• Enjoy a comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs

Work Environment and Company Culture

As a remote team member, you'll have the flexibility to work from the comfort of your own home. Our remote team is a dynamic and collaborative group of individuals who are passionate about delivering exceptional customer service. We're committed to creating a positive and inclusive work environment that supports the well-being and success of our employees.

Compensation, Perks, and Benefits

We offer a competitive hourly rate of $17.75 - $19 USD per hour, depending on relevant factors, including experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan. Our comprehensive benefits package includes:

• Medical, vision, dental, and well-being and behavioral health programs
• 401(k) with company match
• Company-paid life insurance
• Tuition reimbursement
• Minimum of 18 days of paid time off per year and paid holidays
• Flexible work arrangements, including remote work options

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and respectful of all individuals, regardless of their background, culture, or identity.

How to Apply

If you're passionate about delivering exceptional customer service and making a positive impact on healthcare, we want to hear from you! Apply now to join our remote team as a Customer Service Representative. Apply for this job