**Experienced Full Stack Customer Service Representative – Medicaid Support and Enrollment**

Join our dynamic team at arenaflex as a South Bend - Level 2 Call Center Customer Service Representative! This role is 100% remote, giving you full control over your work environment. This position requires a strong and diverse skillset in relevant areas to drive success. Earn a reliable and steady income of a competitive salary.

• *About arenaflex**

arenaflex is a leading provider of innovative solutions in the healthcare industry. Our mission is to empower individuals and communities to achieve better health outcomes through accessible, affordable, and high-quality services. We are committed to fostering a culture of excellence, empathy, and inclusivity, where our employees can grow, learn, and thrive.

• *Company Values**

At arenaflex, we live by our core values:

• **Make a Difference**: We strive to make a positive impact on the lives of our members, customers, and communities.
• **Help First**: We prioritize the needs of others, providing exceptional support and service.
• **Straight Talk**: We communicate openly, honestly, and transparently, building trust and credibility.
• **Grow or Die**: We continuously learn, adapt, and innovate, driving growth and improvement.
• **Victor, Not Victim**: We take ownership of our successes and setbacks, embracing challenges as opportunities for growth.

• *Position Summary**

The Senior Customer Service Representative (L2) is responsible for providing exceptional customer service and support during inbound and outbound calls for Indiana Medicaid members. The representative is expected to manage a high volume of calls while maintaining accuracy, ensuring a seamless experience for our members. The primary roles of the position are:

• Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment.
• Meet individual and team performance goals.
• Maintain member records throughout all databases.
• Transfer calls to the client's call center as appropriate.

• *Essential Functions**

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment:
+ Educate members on Medicaid policies and procedures, including enrollment, redetermination, plan options, and benefits.+ Provide excellent customer service by addressing customer inquiries, complaints, or concerns in a professional and courteous manner.+ Report grievances and escalations using the appropriate channels.
• Meet individual and team performance goals:
+ Focus on accuracy of information provided to all callers and utilize resources to ensure it is correct.+ Focus on the quality of their calls, ensuring they understand the needs of the member, adhere to the policies and procedures, as well as meet quality metrics.+ Focus on meeting the productivity metrics given, such as average wrap-up time, time spent in call, and time spent on hold.
• Maintain member records throughout all databases:
+ Maintain accurate and up-to-date member records and documentation of all interactions in the call center system.+ May assist with manual noting processes as needed.+ Utilize various systems and software applications to assist members, such as electronic health record systems, eligibility systems, claims, and customer relationship management (CRM) systems.+ Effectively utilize Interpretive Language Services for non-English speaking members.
• Transfer calls to the client's call center as appropriate:
+ Assist with client outreach requests and follow up with supervisor on call resolution in a timely manner.+ Assist with client outreaches as necessary for payment processing, health needs screeners, and other campaigns as needed.

• *Other Responsibilities**

• Adhere to the company's values at all times.
• Adhere to the organization's confidentiality policy and the protection of confidential information at all times, including all company policies and procedures.
• Treat clients, members, patients, guests, staff, and others with care, courtesy, and respect.

• *Competencies**

• Working knowledge in Microsoft Office and auto dialer tools.
• Demonstrates the capability to efficiently manage multiple systems and software applications simultaneously.
• Ability to accurately communicate summary information in a written format.
• Excellent interpersonal and communication skills (both verbal and written) necessary to interact with members, staff, guests, providers, and clients, to clearly articulate complex information to a diverse population of members.
• Critical thinking and listening skills.
• Independent problem identification/resolution and decision-making skills.
• Conflict resolution and negotiation skills.
• Empathetic and sincere, superior rapport building skills.
• Excellent verbal communication skills.
• Familiarity with medical terminology to explain healthcare benefits and ensure each member's needs are appropriately met.
• Ability to type at a minimum of 45 wpm.

• *Supervisory Responsibility**

This position has no supervisory responsibilities.

• *Work Environment**

This job operates in a professional office environment. This role uses standard office equipment such as computers, computer phone headsets, and phones.

• *Physical Demands**

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, use hands to finger, handle or feel; and reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

• *Position Type and Expected Hours of Work**

This is a full-time position. Shifts are scheduled at times when the Call Center is open Monday through Friday, 7:00 a.m. to 7 p.m. Central time. Evening and weekend work may be required as job duties demand and for team meetings.

• *Travel**

No travel is expected for this position.

• *Required Education and Experience**

• High school diploma or GED.

• *Preferred Education and Experience**

• One or two years' experience in insurance.
• Knowledge of Medicaid.
• Experience with Artiva software.
• Accounts Payable experience.
• Bi-lingual.

• *Additional Eligibility Qualifications**

• Ability to handle complex accounts with little to no assistance.
• Ability to use the non-conformity to escalate issues.
• Ability to pass a knowledge assessment.

• *Benefits**

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

• *Schedule**

• 8 hour shift
• Weekends as needed

• *Application Question(s)**

• What is your Salary Requirement?

• *Location**

• Indiana (Required)

• *Work Location**

Remote

If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity to join our team at arenaflex.