**Job Summary:**
Join arenaflex, a leading organization in the industry, as an Experienced Customer Service Representative. In this role, you will play a vital part in increasing customer satisfaction and retention by providing accurate, consistent, timely, and meaningful information to members, customers, patients, and providers. As a key member of our team, you will be responsible for handling member inquiries, resolving issues, and building rapport with current and prospective members in accordance with compliance guidelines.
**About arenaflex:**
arenaflex is a dynamic and innovative organization that is committed to delivering exceptional customer experiences. Our team is passionate about making a positive impact on the lives of our customers, and we are seeking like-minded individuals to join our ranks. As a remote Customer Service Representative, you will have the opportunity to work from the comfort of your own home, while still being an integral part of our team.
**Key Responsibilities:**
As an Experienced Customer Service Representative, you will be responsible for:
* Handling member inquiries regarding various topics, including:
+ Member Core: Facility Inquiry, Web Support, Promote Client, Order ID Card, Complaint, ID Card Inquiry, Service Review
+ Member Advance: Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults
+ Medicare (For up to two (2) regions)
+ Premium Billing Enterprise: Billing Inquiry, Make Payment, Complaint, EFT Inquiry, General, Reinstatement Request, Service Review
+ Client Billing, 1095 Tax Form, SLP (escalations to Tier 3)
* Representing arenaflex by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues
* Responding professionally to inquiries from internal/external customers
* Promoting, ensuring, and providing customer service to internal/external customers by demonstrating skills consistent with arenaflex's philosophy of providing extraordinary customer relations and quality service
* Initiating contact with the appropriate arenaflex, medical group, and facility personnel to obtain information relevant to the concern or inquiry as needed
* Evaluating data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
* Documenting conversations with members according to procedure
* Following established procedures to meet customer/member needs
* Required to effectively interact with diverse work units and relevant organizational departments
* Has substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks
* Ability to understand relevant policies, processes, and customers
* Assists the department in meeting customer needs and reaching department expectations
* Completes required training and understands how to use tools available to recall necessary information
* Develops a full awareness of the way performance and actions affect members and arenaflex's performance guarantees (call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted)
* Consistently supports compliance and the Principles of Responsibility by maintaining the privacy and confidentiality of information and protecting the assets of the organization
**Requirements:**
* High School Diploma or General Education Development (GED) required
* Minimum two (2) years of call center or customer service experience required (Healthcare preferred)
* Excellent written and verbal communication skills
* Demonstrated analytical and problem-solving skills
* Must be flexible to work weekends and a late shift that ends as late as 9 PM
* Internet must be hardwired (no Wi-Fi accepted)
* Must have strong internet speed and a quiet place for remote work
**Shifts:**
* Training: 8:00 AM - 4:30 PM Eastern Time
* Nesting: 9:30 AM – 6:00 PM Mountain Time
* Production Operation Hours: Monday – Friday 7:00 AM – 9:00 PM and Saturday – Sunday 8:00 AM – 7:00 PM (Pacific Time)
**Additional Job Details:**
* Workers are expected to be in attendance daily during/after training
* Training will be 3 months
* No time off during training - first 90 days of assignment
**What We Offer:**
* Competitive hourly rate of $21.63
* Opportunity to work from the comfort of your own home
* Flexible scheduling to accommodate your needs
* Comprehensive training program to ensure your success
* Collaborative and supportive team environment
* Opportunities for career growth and advancement
* Recognition and rewards for outstanding performance
**How to Apply:**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**Note:**
* Only those lawfully authorized to work in the designated country associated with the position will be considered.
* Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.
**Apply Now:**