**Experienced Full Stack Customer Service Representative – Remote Customer Support**

• *Join arenaflex, a leading healthcare company, in providing exceptional customer service to our valued clients. As a remote customer service representative, you will be the face of arenaflex, influencing individuals' service experience by handling customer requests and issues through phone, web, or written correspondence.**

• *About arenaflex**

arenaflex is a dynamic and innovative healthcare company that is committed to carrying our heart to every moment of your wellbeing. Our mission is to provide upgraded human-driven healthcare for a rapidly changing world. With a strong focus on our Heart At Work Behaviors, we empower each and every individual who works at arenaflex to feel enabled by the job they play in changing our lifestyle and accelerating our ability to develop and deliver solutions for making healthcare more personal, convenient, and affordable.

• *Position Overview**

As a Customer Service Representative, you will be responsible for handling customer requests and issues in a fast-paced, dynamic environment. You will connect, counsel, and educate individuals based on their unique needs, preferences, and understanding of arenaflex plans, tools, and resources to assist them in navigating their benefits. You will work in a 24/7 inbound call activity environment, including weekends and holidays, and be required to work any shift based on business needs.

• *Key Responsibilities**

• Respond to customer inquiries and resolve issues in a timely and professional manner
• Escalate emergency situations to the appropriate staff
• Record and track interactions with customers, suppliers, and plan sponsors
• Guide customers through their benefits, arenaflex strategy, and methods, as well as provide information on available resources to comply with regulatory requirements
• Build a personal connection with customers by actively listening and engaging with them to support their best health
• Take ownership of customer needs, providing relevant information to address unasked questions, such as additional plan details, benefit plan details, and self-service tools
• Utilize customer support software to make financial decisions to resolve customer issues
• Explain customer limitations based on contract
• Process claim references, new case handoffs, nurse surveys, complaints (customer/supplier), and requests (customer/supplier) through the target system
• Teach suppliers about our self-service options; assist suppliers with credentialing and re-credentialing issues
• Answer demands received from arenaflex's Regulatory Record Place regarding litigation; claims Handle broad document audit requests
• Assist with the preparation of protest pattern reports; help with incorporating claim information for customer reviews
• Determine clinical needs, relevant coverage arrangements, and check customer plan eligibility related to incoming correspondence and internal references
• Handle incoming requests for claims and pre-approvals not handled by Clinical Case Management
• Perform a review of customer claim history to ensure accurate tracking of benefit maximums and coinsurance/deductible
• Perform financial data support as needed
• Utilize relevant system tools and resources to create quality letters and calculation sheets in response to customer requests

• *Required Capabilities**

• Previous customer service experience in a transactional environment, such as a call center or retail store, demonstrating the ability to be empathetic and compassionate
• Ability to multitask to efficiently complete responsibilities
• Understanding of clinical terminology
• Proficient oral and written communication skills
• Proficient with Microsoft Word and Outlook
• Ability to maintain accuracy and production standards
• Bilingual skills
• Technical skills
• Critical thinking skills
• Empathy and accuracy

• *Why Join arenaflex?**

At arenaflex, we offer a comprehensive benefits package, including medical, dental, and vision benefits. Eligible employees may participate in our 401(k) retirement savings plan, and a Stock Purchase Plan is also available for eligible employees. We provide a fully paid term life insurance plan to eligible employees, as well as short-term and long-term disability benefits. arenaflex also offers various wellness programs, education assistance, free development courses, and CVS store and discount programs with participating partners. Regarding downtime, arenaflex employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

• *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 visit our website to submit your application and join our team at arenaflex.