**Experienced Customer Service Representative – Prior Authorization Process**

Are you passionate about delivering exceptional customer service and making a positive impact in the lives of others? Do you thrive in a fast-paced environment where no two calls are ever the same? If so, we invite you to join arenaflex, a leading healthcare solutions provider, as a Customer Service Representative in our growing team. At arenaflex, we empower better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact. As a Customer Service Representative, you will be an essential player in the vital prior authorization process, handling incoming calls with a blend of professionalism and care. Your day-to-day responsibilities will include responding to customer inquiries, resolving complaints, and fulfilling requests with precision and adherence to our strict internal policies and procedures. **About arenaflex** arenaflex is a team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes. We do this through our people, who are dedicated to making a meaningful impact in the lives of others. **Job Summary** As a Customer Service Representative at arenaflex, you will be the first point of contact for our customers, handling incoming calls with a blend of professionalism and care. Your role is not just about answering calls – it's about creating a positive impact with every interaction. With your deep understanding of our organization's services, you will be equipped to offer solutions and support that go beyond the ordinary, striving not only to meet but to exceed productivity and quality standards. **Key Responsibilities** * Develop and maintain a comprehensive understanding of internal policies, procedures, and services, encompassing both departmental and operational aspects * Efficiently utilize automated systems for logging and retrieving information, ensuring accurate and timely data entry for electronic faxes * Handle inquiries from customers or providers through various channels such as telephone, email, fax, or mail, delivering responses within specified turnaround times * Respond to telephone inquiries and complaints promptly, accurately, and courteously, strictly adhering to standard operating procedures * Engage with hospitals, physicians, beneficiaries, and other program recipients to facilitate effective communication * Investigate and resolve customer problems, escalating challenging situations to the appropriate party when necessary * Meet or exceed standards for call volume and service level as per department guidelines * Initiate files by collecting and entering demographic, provider, and procedure information into the system * Act as a liaison between Review Supervisors and external providers, fostering collaborative relationships * Maintain detailed logs and document the disposition of incoming and outgoing calls, ensuring accurate record-keeping **Required Skills, Qualifications, and Experience** * High School diploma or equivalent * Completion of medical terminology course(s) is beneficial * Minimum of 2 + years of customer service/telephone experience in a similar call center environment and/or industry * Proficient verbal and listening skills, ensuring courteous and professional customer service * Effective PC skills, including proficiency in electronic mail, intranet, and industry-standard applications * Fluent in English with clear telephone communication abilities * Competent use of phone systems * Strong research and investigative skills * Familiarity with medical terminology is advantageous * Adherence to confidentiality policies and procedures * Ease in navigating and utilizing electronic equipment and systems * Ability to multitask on a personal computer while engaging in telephone conversations * Capability to work efficiently in a fast-paced call center environment * Demonstrated ability to remain calm and courteous when handling challenging calls and requests **Additional Qualifications (Nice to Have)** * Successful completion of medical terminology course(s) * Knowledge of medical terminology and/or experience in the health insurance industry * Bilingual proficiency in Spanish and English **Why Join arenaflex?** * Meaningful work that genuinely improves people's lives nationwide * A team of experienced and caring leaders, clinicians, pioneering technologists, and industry professionals who come together to redefine expectations for the healthcare industry * Opportunities for career growth and professional development * Comprehensive benefits package, including health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more * Competitive compensation, with a base salary of $18.00 to $20.00 per hour **Work Environment and Company Culture** arenaflex is a remote-friendly company, with a flexible work environment that allows you to work from the comfort of your own home. Our company culture is built on a foundation of collaboration, innovation, and customer-centricity. We value diversity, equity, and inclusion, and strive to create a workplace that is welcoming and inclusive for all employees. **EOE AA M/F/Vet/Disability** arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law. **How to Apply** If you are passionate about delivering exceptional customer service and making a positive impact in the lives of others, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you! Apply for this job