Experienced Customer Service Representative – Remote Call Center Support

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a key member of our remote call center team, you'll play a vital role in providing top-notch support to our diverse customer base, including providers, members, and internal departments. If you're passionate about delivering outstanding customer service, have a knack for problem-solving, and thrive in a fast-paced, dynamic environment, we want to hear from you!

About arenaflex

arenaflex is a leading non-profit healthcare organization committed to improving the lives of our members and providers. With a strong focus on innovation, quality, and customer satisfaction, we're constantly seeking talented individuals who share our passion for delivering exceptional care. Our remote call center team is the heartbeat of our organization, and we're looking for a skilled and enthusiastic Customer Service Representative to join our ranks.

Key Responsibilities

As a Customer Service Representative at arenaflex, you'll be responsible for:

• Answering incoming calls, demonstrating a customer-focused philosophy for all customers, including providers, members, potential members, state agencies, and internal departments.
• Explaining existing policies, procedures, and benefits to members, providers, and internal departments.
• Researching, resolving, and documenting customer inquiries, concerns, and issues, providing accurate information and education for all inquiries.
• Conducting outgoing calls to customers for follow-up, benefit information, member and provider retention, claims, and other inquiries as needed.
• Utilizing resource materials, policies, and procedures, handouts, databases, training opportunities, and multiple systems to help with day-to-day activity.
• Providing clear and thorough documentation into our CRM tool for each call received.
• Maintaining strict confidentiality of member, provider, clinical, and organizational information.
• Communicating clearly and effectively with all internal departments and staff, as well as members, providers, state agencies, and other external contacts.
• Working closely with all departments and multidisciplinary teams in support of company goals related to development and implementation of new lines of business, increased enrollment, and compliance with state and federal regulations and NCQA requirements.
• Assisting with departmental projects as necessary and directed by the Customer Service management team.
• Performing other duties as assigned in between calls or during slow periods.

Essential Qualifications

To succeed in this role, you'll need:

• 1-2 years of customer service experience, preferably in a call center environment.
• Strong Microsoft Office skills, including proficiency in Excel, Word, and Outlook.
• High School diploma or equivalent required.
• Medical insurance (Medicare and Medicaid) eligibility/enrollment experience is highly preferred.
• Ability to identify and appropriately handle grievances and appeals, and to facilitate quality of outcomes and/or resolutions for the benefit of all applicable parties.
• Demonstrated support for the client's mission, vision, and values.
• Strong written and verbal communication skills, problem-solving skills, attention to detail, organizational, and time management skills, and ability to handle multiple priorities.

Preferred Qualifications

While not required, we prefer candidates with:

• 1-2 years of experience in a call center environment.
• Strong knowledge of medical insurance (Medicare and Medicaid) eligibility/enrollment processes.
• Experience working with CRM tools and databases.
• Certification in customer service or a related field.

What We Offer

As a valued member of our remote call center team, you'll enjoy:

• Competitive hourly rate: $19-$24 per hour, depending on experience.
• Comprehensive benefits package, including:

+ Dental insurance + Health insurance + Vision insurance

• Opportunity to work in a dynamic, fast-paced environment with a talented team of professionals.
• Flexible remote work arrangement, allowing you to work from the comfort of your own home.
• Ongoing training and development opportunities to enhance your skills and knowledge.
• Collaborative and supportive work environment that values diversity, equity, and inclusion.

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online portal. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job