Job Summary:
At arenaflex, we are committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Service Associate, you will play a vital role in providing top-notch service to our customers, ensuring their needs are met, and resolving any issues that may arise. If you are a customer-centric individual with excellent communication skills, a passion for problem-solving, and a desire to work in a dynamic team environment, we encourage you to apply for this exciting opportunity.
About arenaflex:
arenaflex is a leading healthcare organization dedicated to providing innovative solutions that improve the lives of our customers. We are committed to delivering high-quality services, fostering a culture of excellence, and promoting a work environment that values diversity, equity, and inclusion. Our team is passionate about making a positive impact in the communities we serve, and we are seeking like-minded individuals to join our team.
Job Responsibilities:
As a Customer Service Associate, you will be responsible for providing exceptional customer service, resolving customer inquiries, and ensuring that our customers receive the highest level of care. Your primary accountabilities will include:
Quality/No Harm:
- Properly identifying and elevating concerns that affect customers or the Health Plans' ability to serve them.
- Providing accurate and professional service to Customers, adhering to department policies.
- Attending and participating in staff training sessions, surveys, and department meetings.
- Maintaining confidentiality at all times, following departmental and organizational confidentiality guidelines.
- Contributing towards meeting departmental performance goals (average speed of answer, service level, abandonment rate).
Customer Experience:
- Responding to customer inquiries by researching, understanding, and documenting plan information related to: Covered benefits and exclusions, including prescription drug coverage, Eligibility, enrollment, and disenrollment, Participating providers, Claims payments and processes, Authorization processes, Premium billing, and Plan guidelines.
- Assisting Health First Health Plans customers in a caring and knowledgeable manner, representing the organization as a skilled healthcare professional.
- Handling incoming sales inquiries from prospective customers by answering basic questions and referring to a licensed sales agent for closure.
- Providing assistance with customer service walk-in members in a timely and efficient manner.
Stewardship:
- Meeting individual Call Center performance standards as determined by management.
- Properly identifying and elevating concerns affecting customers or Health Plans' ability to serve them.
- Participating in special projects as requested or approved by management.
Qualifications:
To be successful in this role, you will need to possess the following qualifications:
Qualifications Required:
- The highest level of education desired for candidates in this position is a High School diploma, G.E.D., or equivalent experience. Some college preferred.
- One year related work experience in a call center or customer service environment interacting with customers.
- Must be able to work the designated shift and overtime as needed.
- Must be able to talk and type at the same time and communicate effectively while multitasking.
- Must be able to navigate through multiple screens and computer applications while reviewing benefit information.
- Ability to accurately type 45 words per minute while speaking with a customer on the phone.
- Intermediate to Advanced computer skills, including Microsoft Applications.
- Bilingual Candidates must be able to speak, read, write, and comprehend in Spanish and English.
- Certification required by passing, Bi-lingual/Medical Interpretation test, provided by ATLA at Health First CFL.
Physical and Mental Demands:
As a Customer Service Associate, you will be required to:
Physical Demands:
- Ability to sit and view a computer screen for several hours at a time.
- Work effectively in a fast-paced and often stressful environment.
Mental Demands:
- Excellent verbal, interpersonal, and written communication skills.
- Superior customer service telephone skills, including active listening and questioning skills.
- Basic math, analytical, and problem-solving skills.
- Ability to think critically to define issues, identify risks, and propose outcomes.
- Maintaining a high level of motivation, initiative, and accountability.
- Organization, prioritization, and time management.
- Ability to interact professionally and work effectively as a team with all levels of employees and management.
- Handling multiple tasks, often within limited time frames.
- Must be able to work in a team environment illustrating cooperation and respect.
- Excellent attendance is required and ability to work a flexible schedule.
- Strong knowledge of customer care processes and techniques.
Career Growth Opportunities and Learning Benefits:
As a Customer Service Associate at arenaflex, you will have the opportunity to:
Develop Your Skills:
- Enhance your customer service skills through ongoing training and development programs.
- Gain experience in a dynamic and fast-paced environment.
- Develop your problem-solving and critical thinking skills.
Grow Your Career:
- Opportunities for advancement to leadership roles or specialized positions.
- Professional development and mentorship programs.
- Competitive compensation and benefits package.
Work Environment and Company Culture:
As a Customer Service Associate at arenaflex, you will be part of a dynamic team that values:
Collaboration and Teamwork:
- Open communication and feedback.
- Collaborative and inclusive work environment.
- Opportunities for growth and development.
Flexibility and Work-Life Balance:
- Flexible scheduling and remote work options.
- Competitive compensation and benefits package.
- Opportunities for professional development and growth.
Compensation, Perks, and Benefits:
As a Customer Service Associate at arenaflex, you will receive:
Competitive Compensation:
- Competitive hourly rate.
- Opportunities for overtime and bonuses.
Perks and Benefits:
- Flexible scheduling and remote work options.
- Competitive compensation and benefits package.
- Opportunities for professional development and growth.
- Employee recognition and reward programs.
How to Apply:
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex.