Experienced Customer Service Representative – National Remote Opportunity for Compassionate and Results-Driven Professionals

Welcome to arenaflex At arenaflex, we are dedicated to simplifying the health care experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. Job Overview We are seeking a highly skilled and compassionate Customer Service Representative to join our team. As a Customer Service Representative at arenaflex, you will have the flexibility to telecommute from anywhere within the U.S. and take on challenging and rewarding work that impacts the lives of millions of people for the better. You will be part of a team dedicated to delivering the best customer service in the health care industry, and your compassion and customer service expertise will be essential in ensuring the success of our members and their families. Key Responsibilities Address and resolve customer service calls empathetically and professionally, providing accurate, professional, personalized, compassionate help, guidance, and support focusing on first call resolution in a high-volume, fast-paced environment. Accurately document, research, and resolve all inquiries, ensuring documentation is clear and complete, and respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs. Monitor and expeditiously close any inquiries that require follow-up based on departmental guidelines and refer unresolved inquiries/grievances to designated areas for investigation. Own problems through resolution on behalf of the caller in real-time or through comprehensive and timely follow-up with support resources, and partner with others to resolve complex issues. Intervene with care providers (doctor's offices) on behalf of participants, assist with appointment scheduling, access to care issues, etc., and assist providers with all levels of requests, ability to problem-solve through resolution. Coordinate with field Care Team staff for issue elevation and resolution, maintain up-to-date knowledge and understanding of claims policies, regulatory requirements, and guidelines, and successfully utilize all resources available to handle inquiries/multitask. Meet or exceed individual and departmental quality standards, achieve performance goals, adhere, keep updated, and utilize all company guidelines, policies, and procedures, and prioritize and adjust individual workload to ensure departmental goals are met. Requirements and Qualifications To be successful in this role, you will need to have a High School Diploma/GED or 10+ years of equivalent working experience, 2+ years of customer service experience, and the ability to type a minimum of 40 words per minute. You must be 18 years of age or older, able to work two evening shifts per week, and able to work three holidays not observed by the client. Preferred qualifications include 1+ years of prior experience in an automatic call distribution call center setting, knowledge of CPT/ICD10 coding, and knowledge of Medicare/Medicaid guidelines. Soft Skills and Competencies We are looking for individuals with demonstrated ability to quickly build rapport and respond to customers in a compassionate manner, identifying and exceeding customer expectations. You should have a proficient problem-solving approach to quickly assess the current state and formulate recommendations, be proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon, and have flexibility to customize your approach to meet all types of member communication styles and personalities. You should also have proficient conflict management skills, including the ability to resolve issues in a stressful situation and demonstrating personal resilience, and be able to work regularly scheduled shifts within our hours of operation, including the training period, where lunches and breaks are scheduled, with the flexibility to adjust your daily schedule and work overtime and/or weekends as needed. Career Growth and Development At arenaflex, we are committed to helping you grow and develop in your career. We offer weeks of on-the-job training, and our training classes will provide you with the skills and knowledge you need to succeed in this role. You will have the opportunity to work with experienced professionals who are passionate about delivering exceptional customer service, and you will be part of a team that is dedicated to making a difference in the lives of our members and their families. Work Environment and Company Culture At arenaflex, we believe that diversity creates a healthier atmosphere, and we are an Equal Employment Opportunity/Affirmative Action employer. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. Our company culture is built on a foundation of respect, empathy, and compassion, and we are dedicated to creating a work environment that is inclusive, supportive, and empowering. Compensation and Benefits We offer a competitive compensation package, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. Our benefits are subject to eligibility requirements, and we are committed to providing a fair and equitable compensation package that reflects your skills, experience, and contributions to the company. Conclusion If you are a compassionate and results-driven professional who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. At arenaflex, we are committed to helping you grow and develop in your career, and we offer a supportive and empowering work environment that is dedicated to making a difference in the lives of our members and their families. Don't miss out on this opportunity to join our team and start doing your life's best work. Apply for this job