**Experienced Bilingual Customer Service Representative – Healthcare Industry (REMOTE) – Maryland, Virginia, or Washington, DC Candidates Only**

**About arenaflex** At arenaflex, we're dedicated to revolutionizing the healthcare industry by providing innovative solutions that connect people with the care they need. Our mission is to empower individuals to live their best lives by fostering a culture of compassion, collaboration, and continuous learning. We believe that when people feel supported and valued, they're more likely to thrive in their personal and professional lives. **Join arenaflex for a Career that Makes a Difference** As a Bilingual Customer Service Representative at arenaflex, 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. **What You'll Be Doing** * **BILINGUAL Maryland, Virginia, or Washington, DC Candidates ONLY**: As a Bilingual Customer Service Representative, you'll be working with and providing support to health plan members, providers, and/or their representatives. You'll be required to communicate effectively in both English and Spanish, using your language skills to resolve issues and provide assistance to customers. * **Answer and Manage Inbound Inquiries**: You'll be responsible for 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. * **Conduct Outbound and/or Return Calls**: You'll conduct out-bound and/or return calls to customers as necessary, using your communication skills to resolve issues and provide assistance. * **Ask Appropriate Questions and Listen Actively**: You'll ask appropriate questions and listen actively to identify specific questions or issues to provide appropriate response and type of assistance the customer needs. * **Document Relevant Information**: You'll document relevant information in a clear and concise manner in computer systems, ensuring that customer interactions are accurately recorded. * **Communicate and Partner with Customers**: You'll communicate and partner 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. * **Handle and Process Customer Complaints/Grievances**: You'll handle and process customer complaints/grievances while applying appropriate conflict management skills to de-escalate potentially stressful situations. * **Meet Performance Goals**: You'll meet the 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** * **Bilingual in Spanish & English**: You must be bilingual in Spanish and English, validated via bilingual assessment upon offer acceptance. * **At Least 1 Year Call Center Experience**: You must have at least 1 year of call center experience, with a proven track record of delivering exceptional customer service. * **Ability to Handle Heavy Call Volume**: You must be able to handle a heavy call volume of 50-100 calls daily, using your communication skills to resolve issues and provide assistance to customers. * **Demonstrated Ability in Using Computer and Windows PC Applications**: You must have demonstrated ability in using computer and Windows PC applications, including strong keyboard and navigation skills, ability to type 35 WPM, and learn new computer programs. * **Ability to Work Regularly Scheduled Shifts**: You must be able to work regularly scheduled shifts within hours of operation, including the training period, with the flexibility to adjust daily schedule and work overtime and/or weekends as needed. * **Demonstrated Ability to Take an Educative Approach**: You must be able to take an educative approach, listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the customer. * **Ability to Maintain Strict Confidentiality**: You must be able to maintain strict confidentiality of protected health information. * **2+ Years at a Health Plan, TPA or Related Call Center Setting**: While not required, 2+ years of experience at a health plan, TPA, or related call center setting is preferred. **Technical Requirements** * **High Speed Internet**: You must have high-speed internet over 10 Mbps at your home. * **Ability to Plug in Directly to Home Internet Router**: You must be able to plug in directly to your home internet router, specifically for all call center employees. **Work Environment and Company Culture** * **Remote Work**: 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. * **arenaflex Culture**: We're a culture that values collaboration, continuous learning, and a customer-centric approach, ensuring that every team member contributes to providing better health outcomes. **Compensation and Benefits** * **Expected Base Salary/Wage Range**: The expected base salary/wage range for this position is $17.30-18.00/hr. * **Bonus Component**: This position is also eligible for a bonus component that would be dependent on pre-defined performance factors. * **Comprehensive Benefits**: As part of our total compensation package, arenaflex is proud to offer comprehensive benefits (including health insurance benefits) to qualifying employees. **How to Apply** If you're a motivated and customer-focused individual who is passionate about delivering exceptional support to our valued customers, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you! **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 [insert contact information] for further assistance. Apply for this job