At arenaflex, we're committed to revolutionizing the healthcare industry by providing innovative solutions that prioritize better health outcomes. As a rapidly expanding national organization, we're dedicated to quality improvement and care management, ensuring millions receive the right care at the right time and in the right setting. Our culture is fueled by passion and driven by purpose, making this an exciting time to join our team of passionate individuals working together to pursue the most effective solutions to today's complex healthcare challenges.
**Job Overview**
We're seeking an experienced Absence Management Customer Service Representative to join our team in a remote capacity. As a key member of our Contact Support Center, you'll play a pivotal role in supporting the prior authorization process by handling incoming calls, resolving customer inquiries, complaints, and requests. If you're passionate about delivering exceptional customer service, have a strong understanding of internal policies and procedures, and are eager to make a meaningful impact in the healthcare industry, we encourage you to apply.
**Key Responsibilities**
As an Absence Management Customer Service Representative, you'll be responsible for:
* Maintaining a comprehensive understanding of internal policies, procedures, and services to ensure accurate and timely data entry
* Utilizing internal systems for logging and retrieving information to maintain high productivity and quality standards
* Responding to inquiries from customers or providers through various channels, including telephone, email, fax, or mail, within specified turnaround times
* Addressing telephone inquiries and complaints promptly, accurately, and courteously, following established procedures
* Engaging with hospitals, physicians, beneficiaries, and other program recipients to provide exceptional customer service
* Investigating, resolving, or escalating customer problems as needed
* Meeting or exceeding call volume and service level standards as per departmental guidelines
* Initiating files by collecting and entering demographic, provider, and procedure information into the system
* Acting as a liaison between Review Supervisors and external providers
* Maintaining detailed logs and documentation of incoming and outgoing calls
**Required Qualifications, Knowledge, Skills, and Experience**
To be successful in this role, you'll need:
* A minimum of 2 years of customer service/telephone experience in a call center environment or related industry
* Proficiency in spoken English to effectively communicate over the telephone
* Excellent verbal and listening skills, delivering courteous and professional customer service
* Strong PC skills, including electronic mail, intranet usage, and standard applications
* Ease in navigating electronic equipment and systems while multitasking on a computer during telephone conversations
* Ability to research, investigate, and maintain composure while handling difficult calls
* Adherence to confidentiality policies and procedures
* High School diploma or equivalent
**Additional Qualifications**
While not required, the following qualifications would be beneficial:
* 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?**
At arenaflex, we're 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 passionate about delivering exceptional customer service and making a meaningful impact in the healthcare industry.
**Benefits**
As a valued member of our team, you'll enjoy a comprehensive benefits package, including:
* Comprehensive health plans
* Paid time off
* Retirement savings
* Corporate wellness
* Educational assistance
* Corporate discounts
* And more!
**Compensation**
The compensation for this role is $17.00 to $19.00 per hour to start, with opportunities for growth and advancement based on performance and experience.
**How to Apply**
If you're passionate about delivering exceptional customer service and making a meaningful impact in the healthcare industry, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
**Equal Opportunity Employer**
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.