Welcome to arenaflex
At arenaflex, we're 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're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
About the Role
We're seeking a highly skilled and compassionate Customer Service Representative to join our team. As a Customer Service Representative at arenaflex, you'll 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'll be part of a team dedicated to delivering exceptional customer service, and you'll have the opportunity to make a real difference in the lives of our members and their families.
Key Responsibilities
- Address and resolve customer service calls empathetically and professionally, ensuring that every interaction is personalized and compassionate
- Accurately document, research, and resolve all inquiries, ensuring that documentation is clear and complete
- Respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs, utilizing all resources available
- Monitor and expeditiously close any inquiries that require follow-up based on departmental guidelines
- 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/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.)
- 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
- 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
- Prioritize and adjust individual workload to ensure departmental goals are met
- Assume responsibility for ad hoc projects or functions that promote the future success of the operation
Requirements and Qualifications
To be successful in this role, you'll need to have a high school diploma or equivalent, or 10+ years of equivalent working experience. You'll also need to have at least 2+ years of customer service experience and be able to type a minimum of 40 words per minute. Additionally, you'll need to be able to work two evening shifts per week (typically 11am-8pm EST) and be available to work three holidays not observed by our clients (Day after Thanksgiving, Christmas Eve, New Year's Day).
Preferred Qualifications
- 1+ years prior experience in an automatic call distribution call center setting
- Knowledge of CPT/ICD10 coding
- Knowledge of Medicare/Medicaid guidelines
Telecommuting Requirements
To be eligible for this role, you'll need to have a dedicated work area established that is separated from other living areas and provides information privacy. You'll also need to have a reliable high-speed internet connection and be able to keep all company-sensitive documents secure.
Soft Skills
We're looking for individuals who are passionate about delivering exceptional customer service and have a demonstrated ability to quickly build rapport and respond to customers in a compassionate manner. You'll need to be able to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of our members. You'll also need to be proficient in problem-solving, able to translate complex processes into simple instructions, and have excellent conflict management skills.
Career Growth and Development
At arenaflex, we're committed to helping our employees grow and develop in their careers. We offer comprehensive training programs, including weeks of on-the-job training, to ensure that you have the skills and knowledge you need to succeed in your role. We also offer opportunities for advancement and professional growth, as well as a range of benefits and incentives to recognize and reward your performance.
Work Environment and Company Culture
At arenaflex, we're dedicated to creating a positive and inclusive work environment that values diversity and promotes equity. We believe that everyone deserves the opportunity to live their healthiest life, and we're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. We're an equal employment opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Compensation and Benefits
We offer a competitive salary and a range of benefits, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. We're committed to recognizing and rewarding your performance and providing you with the support and resources you need to succeed in your role.
Conclusion
If you're a compassionate and results-driven professional who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Customer Service Representative, you'll have the chance to make a real difference in the lives of our members and their families, and you'll be part of a team that is dedicated to creating a healthier and more equitable health care system. Don't miss out on this opportunity to do your life's best work – apply today!
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