At arenaflex, we're dedicated to improving oral health through innovative benefit plans, advocacy, and community support. As a leading dental plan administrator in the country, we're part of the arenaflex Plans Association, which operates two of the largest dental networks in the nation. Our mission is to build healthy, smart, vibrant communities for all, and we're looking for talented individuals to join our team as Government Programs Customer Service Representatives.
**About arenaflex**
arenaflex is a dynamic organization that celebrates our All In culture – a mindset, feeling, and attitude that we wrap around all that we do. We empower our employees to take charge of their careers, encourage innovation, and celebrate diverse thought. Our commitment to oral health isn't just about providing dental benefits; it's about making a positive impact on public health, education, and economic development. With over 60 years of experience as a dental benefits leader, we're proud to be one of the largest dental plan administrators in the country.
**Job Summary**
As a Government Programs Customer Service Representative, you'll play a critical role in responding to member, client, and provider inquiries through multiple channels, including telephone, email, fax, and U.S. mail. You'll provide clear and accurate information related to eligibility, benefits, claim status, and payment, while adhering to regulatory requirements and meeting quality standards. If you're passionate about delivering exceptional customer service and have a strong understanding of government programs, we encourage you to apply.
**Key Responsibilities**
* Promptly and professionally respond to member, client, and provider questions through multiple channels, including telephone, email, fax, and U.S. mail
* Clearly and accurately communicate all eligibility, benefit, claim status, and payment information related to caller's questions
* Properly identify the reason(s) for the call and provide appropriate resolution to inquiries and complaints within specified timeframes and guidelines established by regulatory agencies or client contracts
* Inform and assist callers with grievance and claims appeals processes, as necessary
* Clearly, accurately, and thoroughly document information in the customer relationship management system to ensure all relevant details of the phone call are captured
* Meet or exceed quality standards as required for the position
* Meet or exceed call center metrics as required for the position
* Enter and adjust claims as required
**Minimum Requirements**
* High school diploma or equivalent required; associate's degree in business administration or a related field preferred
* Two years of customer service experience in a business environment that requires the use of a software application to assist customers, preferably in a call center assisting Medicare and/or Medicaid enrollees
* Demonstrated knowledge of personal computers and software applications (including Windows) through previous experience and/or coursework
* Successful completion of the customer service simulation assessment with a minimum score of 62 out of a possible 100 (assessment waived if candidate previously passed test while at arenaflex or if previously held Customer Service Trainee, Customer Service Advisor, or Customer Service Associate position)
* Successful completion of the customer service multitasking and call logging assessment with a minimum score of 65 out of a possible 100
* Successful completion of the customer service email composition assessment with a minimum score of 62 out of a possible 100
**Preferred Qualifications**
* Experience working with government programs, such as Medicare and Medicaid
* Strong understanding of regulatory requirements and compliance
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment and meet productivity standards
* Strong problem-solving and analytical skills
**Work Environment and Culture**
As a remote employee, you'll have the flexibility to work from home and enjoy a comfortable and productive work environment. arenaflex is committed to creating a culture that values diversity, equity, and inclusion. We celebrate our differences and strive to create a workplace where everyone feels valued, respected, and empowered to succeed.
**Compensation and Benefits**
arenaflex offers a comprehensive benefits package, including:
* Medical, dental, and vision coverage
* Short- and long-term disability
* Life insurance
* 401(k) savings plans
* Flex spending accounts
* Tuition reimbursement or educational assistance
* Annual incentive compensation based on annual business goals
* Eight hours of paid volunteer time each year
* Access to an on-staff health coach and personal trainer
* Virtual lunchtime workouts hosted by the trainer and/or an on-site fitness center
**How to Apply**
If you're passionate about delivering exceptional customer service and have a strong understanding of government programs, we encourage you to apply. Please visit our website to submit your application and join our team at arenaflex.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating a workplace that values diversity, equity, and inclusion.