At arenaflex, we are dedicated to providing exceptional healthcare services to our members and partners. As a Representative, Customer Experience, you will play a vital role in delivering outstanding support and service to meet the needs of our members and providers. If you are passionate about delivering exceptional customer experiences and have a strong background in sales and customer service, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading healthcare organization that provides comprehensive services to millions of members across the United States. Our mission is to improve the health and well-being of our members by delivering high-quality, patient-centered care. We are committed to fostering a culture of excellence, innovation, and collaboration, and we are seeking talented individuals who share our values to join our team.
**Job Summary**
As a Representative, Customer Experience, you will be responsible for providing exceptional customer support and service to meet the needs of our members and providers. You will resolve issues and address needs fairly and effectively, while demonstrating arenaflex values in your actions. You will also provide product and service information, and identify opportunities to improve our member and provider experiences.
**Key Responsibilities**
* Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products, including phone, chat, email, and off-phone work supporting our Medicaid, Medicare, and/or Marketplace business.
* Conduct various surveys related to health assessments and member/provider satisfaction.
* Accurately document pertinent details related to Member or Provider inquiries.
* Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled and work over-time and/or weekends, as needed.
* Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
* Aptitude to listen attentively, capture relevant information, and identify Member or Provider's inquiries and concerns.
* Capable of meeting/exceeding individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence, and other Contact Center objectives.
* Able to proactively engage and collaborate with various Internal/External departments.
* Personal responsibility and accountability by taking ownership of providing resolutions in real time or through timely follow-up with the Member and/or Provider.
* Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
* Ability to effectively communicate in a professional setting.
**Essential Qualifications**
* High School Diploma or equivalent combination of education and experience
* 1-3 years of Sales and/or Customer Service experience in a fast-paced, high-volume environment
* Ability to work in a remote setting and maintain a dedicated workspace
* Strong communication and interpersonal skills
* Ability to work in a team environment and collaborate with colleagues
* Ability to adapt to changing priorities and deadlines
* Basic computer skills and proficiency in Microsoft Office
**Preferred Qualifications**
* Associate's Degree or equivalent combination of education and experience
* 1-3 years of experience in a contact center environment
* Familiarity with CRM software and other contact center technologies
* Experience with Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity
* Strong analytical and problem-solving skills
* Ability to work in a dynamic and fast-paced environment
**Skills and Competencies**
* Excellent communication and interpersonal skills
* Strong problem-solving and analytical skills
* Ability to work in a team environment and collaborate with colleagues
* Ability to adapt to changing priorities and deadlines
* Basic computer skills and proficiency in Microsoft Office
* Familiarity with CRM software and other contact center technologies
* Strong customer service skills and ability to resolve issues in a timely and professional manner
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we are committed to helping our employees grow and develop their careers. We offer a range of training and development opportunities, including:
* On-the-job training and coaching
* Ongoing education and training programs
* Mentorship and leadership development opportunities
* Career advancement opportunities within the company
**Work Environment and Company Culture**
arenaflex is a remote-friendly organization, and this role will be performed from a home-based setting. We offer a flexible and supportive work environment that allows our employees to work independently and manage their time effectively. Our company culture is built on a foundation of collaboration, innovation, and customer-centricity, and we are seeking talented individuals who share our values to join our team.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive benefits and compensation package, including:
* Hourly pay rate: $11.09 - $24.02
* Overtime pay and bonuses for meeting performance goals
* Comprehensive health insurance and wellness programs
* 401(k) retirement plan with company match
* Paid time off and holidays
* Professional development opportunities and training programs
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer (EOE) and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our online portal, and we will review your qualifications and experience.
**Note**
arenaflex is an Equal Opportunity Employer (EOE) and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement.