Experienced Bilingual Customer Service Call Center Agent – Korean, Mandarin, Vietnamese, and English

Join arenaflex, a leading not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. Are you passionate about delivering exceptional customer service and making a difference in the lives of seniors? Do you possess excellent communication skills and the ability to navigate complex healthcare benefits? If so, we invite you to join arenaflex as an Experienced Bilingual Customer Service Call Center Agent, serving our members in Korean, Mandarin, Vietnamese, and English.

About arenaflex

arenaflex is a mission-driven organization dedicated to keeping seniors healthy and independent for over 40 years. As the sole corporate member of arenaflex Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, we serve over 270,000 members in California, Arizona, and Nevada. Our team of talented professionals is committed to supporting older adults on their aging journey while innovating healthcare for seniors everywhere.

The Role

As an Experienced Bilingual Customer Service Call Center Agent, you will be the primary point of contact for our members, providing exceptional service and support in Korean, Mandarin, Vietnamese, and English. Your primary responsibilities will include:

• Providing quality customer service by applying arenaflex's Five Service Principles, educating members, family, providers, and caregivers regarding benefits and plan options.
• Accurately explaining benefits and plan options in person, via email, or telephonically.
• Providing follow-up with members by clarifying the customer's issue, determining the cause, and identifying and explaining the solution. Escalating appropriate member issues to management or other departments as required.
• Consistently meeting and/or exceeding departmental standards, including quality, productivity, and adherence to schedule and attendance.
• Responding appropriately and in a timely fashion to member/internal staff/providers by answering telephonic and written inquiries concerning benefits, eligibility, referrals, claims, and all other issues following departmental policies and procedures and job aids.
• Increasing member satisfaction by following up and resolving member issues, complaints, and questions in an efficient, timely, and accurate fashion; coordinating resolution with providers and other departments as needed.
• Participating in member calling projects as assigned by management to support the overall arenaflex goal of membership retention.
• Following policies and procedures and job aids in order to maintain efficient and complaint operations; communicating suggestions for improvement and efficiencies to management; identifying and reporting problems with workflows following proper departmental procedures; actively participating in departmental staff meetings and training sessions.
• Following all appropriate Federal and State regulatory requirements and guidelines applicable to arenaflex Health Plan operations, as documented in company policies and procedures. Following all HIPAA requirements.
• Documenting transactions by completing applicable member forms and summarizing actions taken in appropriate computer system and following standards set by the department or by other authorized individuals.
• Temporarily responding to routine member questions and concerns on specific medical group call queues as part of skill development.
• Contributes to team effort by accomplishing related results as needed.
• Actively support the achievement of arenaflex's Vision and Goals.
• Other duties as assigned.

Your Qualifications

* Required: G.E.D./High School

• 1-2 years call center or related customer service experience, required.
• 1-2 years of prior experience with Medicare benefits, including Medicare Advantage Plans preferred.
• Experience in the healthcare, insurance, or pharmacy industry highly desirable.
• Ability to maintain a calm demeanor at all times, including during highly charged situations.
• Data entry and general computer skills (word processing, e-mail) required.
• Effective communication (oral and written) skills. Professional/pleasant telephone manner required.
• Ability to handle large call volume, while providing excellent customer service at all times required.
• Demonstrated efficiency/effectiveness in an environment with a high call volume.

What's in it for you?

* Base hourly range: $20-$23.00

• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year, plus 1 additional floating holiday
• Excellent 401(k) Retirement Saving Plan with employer match.
• Robust employee recognition program
• Tuition reimbursement
• A work-life balance

Join our team and become part of a community that makes a difference in the lives of seniors every day! We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!

About arenaflex's Culture and Values

At arenaflex, we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. arenaflex is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

Job Type:

Full-time

Pay:

$20.00 - $23.00 per hour

Expected hours:

40 per week

Benefits:

* 401(k)

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

Shift:

* 8 hour shift

• Day shift
• Evening shift
• Morning shift

Work Location:

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