**Experienced Customer Service Representative – TRICARE Program Support (Remote Position)**

At arenaflex, we're dedicated to delivering exceptional customer service to our beneficiaries, end-users, and clients. As a Customer Service Representative on our TRICARE program support team, you'll play a vital role in providing empathetic and efficient assistance to those who need it most. If you're passionate about delivering top-notch customer service and have a knack for navigating complex healthcare programs, we want to hear from you! **About arenaflex** arenaflex is a leading provider of business services to governments, helping them operate health and human services programs with excellence. Our team of experts is committed to making a positive impact on people's lives, and we're looking for talented individuals like you to join our mission. **Job Summary** As a Customer Service Representative on our TRICARE program support team, you'll be responsible for providing exceptional customer service to beneficiaries, family members, military personnel, and medical providers. You'll assist callers with navigating and answering TRICARE program benefit questions, update beneficiary demographics in the government system, perform enrollments, and more. If you're a self-starter with excellent communication skills and a passion for delivering top-notch customer service, we encourage you to apply. **Key Responsibilities** * Provide customer service for basic and routine inquiries and problems via multiple channels (telephone, emails, web chats, or written letters) * Use computerized systems for tracking, information gathering, and troubleshooting * Provide feedback on call trends, processes, procedures, and training * Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff * Ensure incoming communications are answered promptly, appropriately, and courteously * Demonstrate a "can do" and professional attitude when servicing beneficiaries and clients * Provide callers with informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits * Retrieve, research, and analyze data from multiple databases to answer client concerns * De-escalate and manage complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager * Accurately perform all data entry functions to reflect and document client activity/transactions and do so in a timely manner * Meet performance requirements and maintain knowledge of project policies and procedures * Actively participate in and support departmental and organizational quality initiatives and goals * Work in a systematic, methodical, and orderly way to maintain quality work and high productivity * Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment * Make recommendations for changes to current policies or need for new policy to your supervisor in the spirit of process improvements * Complete any other reasonable duties as requested by the manager * Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules **Requirements** * High school diploma or equivalent with 6 months of customer service experience * Must be able to speak and read English clearly, professionally, and fluently * Ability to obtain US Security Clearance * Must be a US Citizen * Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs * Ability to pass a skills assessment * Minimum of 1+ years of contact center experience, preferably in a healthcare-related environment * Minimum 3+ years of experience in delivering excellent customer service in a high-paced environment * Experience with healthcare insurance plans and billing * Experience with military health programs * Experience of healthcare terms * Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools * Ability to speak Spanish, highly desirable **Preferred Qualifications** * Bachelor's Degree or equivalent government or private-sector work experience * Experience with TRICARE program support * Experience working with government systems and databases * Strong interpersonal skills with the ability to build relationships * Proactive, self-starter with the ability to work well in a team environment * Detail-oriented with good organizational skills and capable of effectively prioritizing and multitasking **Remote Work Requirements** * HIPAA-compliant workspace – private and secure workspace away from others, noise, and distractions * Reliable high-speed internet – Ethernet/hard-wired connection (no WiFi or Hotspots) * Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net) **Compensation and Benefits** * Hourly base pay minimum for this position: $18.75 * Hourly base pay maximum for this position: $18.75 * Comprehensive benefits package, including health, dental, and vision insurance * 401(k) retirement plan with company match * Paid time off and holidays * Opportunities for career growth and professional development **Why Join arenaflex?** * We're a dynamic and growing company with a passion for making a positive impact on people's lives * We offer a comprehensive benefits package and opportunities for career growth and professional development * We're committed to diversity, equity, and inclusion, and we welcome candidates from all backgrounds * We're a leader in the healthcare services industry, and we're looking for talented individuals like you to join our team **How to Apply** If you're a motivated and customer-focused individual with a passion for delivering top-notch service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! **Equal Employment Opportunity** arenaflex is an Affirmative Action/Equal Opportunity Employer. We're committed to diversity, equity, and inclusion, and we welcome candidates from all backgrounds. We're proud to be a leader in the healthcare services industry, and we're looking for talented individuals like you to join our team. **Pay Transparency** For positions on this contract, arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. Apply for this job