At arenaflex, we're committed to delivering exceptional customer experiences that exceed our members' expectations. As a key member of our team, you'll play a vital role in providing top-notch service, ensuring our members receive the care and support they need. If you're passionate about delivering outstanding customer service, we want to hear from you!
**About arenaflex**
arenaflex is a leading healthcare organization dedicated to providing innovative solutions that improve the lives of our members. With a strong commitment to quality, customer experience, and stewardship, we're shaping the future of healthcare. Our team is passionate about making a difference, and we're looking for like-minded individuals to join us on this journey.
**Job Summary**
As an arenaflex Customer Service Associate, you'll be responsible for providing exceptional customer service, resolving inquiries, and ensuring our members receive the care and support they need. This is a per diem remote opportunity, allowing you to work from the comfort of your own home while making a real difference in the lives of our members.
**Primary Accountabilities**
As a Customer Service Associate, you'll be responsible for:
### Quality/No Harm
* Properly identifying and elevating concerns that affect customers or arenaflex's ability to serve them.
* Providing accurate and professional service to customers, adhering to department policies.
* Attending and participating in staff training sessions, surveys, and department meetings.
* Maintaining confidentiality at all times, following departmental and organizational confidentiality guidelines.
* Contributing towards meeting departmental performance goals (average speed of answer, service level, abandonment rate).
### Customer Experience
* Responding to customer inquiries by researching, understanding, and documenting plan information related to:
+ Covered benefits and exclusions, including prescription drug coverage
+ Eligibility, enrollment, and disenrollment
+ Participating providers
+ Claims payments and processes
+ Authorization processes
+ Premium billing
+ Plan guidelines
* Assisting arenaflex customers in a caring and knowledgeable manner, representing the organization as a skilled healthcare professional.
* Handling incoming sales inquiries from prospective customers by answering basic questions and referring to a licensed sales agent for closure.
* Providing assistance with customer service walk-in members in a timely and efficient manner.
### Stewardship
* Meeting individual Call Center performance standards as determined by management.
* Properly identifying and elevating concerns affecting customers or arenaflex's ability to serve them.
* Participating in special projects as requested or approved by management.
**Qualifications**
To be successful in this role, you'll need:
### Qualifications Required
* The highest level of education desired for candidates in this position is a High School diploma, G.E.D., or equivalent experience. Some college preferred.
* One year related work experience in a call center or customer service environment interacting with customers.
* Must be able to work the designated shift and overtime as needed.
* Must be able to talk and type at the same time and communicate effectively while multitasking.
* Must be able to navigate through multiple screens and computer applications while reviewing benefit information.
* Ability to accurately type 45 words per minute while speaking with a customer on the phone.
* Intermediate to Advanced computer skills, including Microsoft Applications.
* Bi-lingual candidates must be able to speak, read, write, and comprehend in Spanish and English.
* Certification required by passing the Bi-lingual/Medical Interpretation test, provided by ATLA at arenaflex CFL.
### Physical Demands
* Ability to sit and view a computer screen for several hours at a time.
* Work effectively in a fast-paced and often stressful environment.
### Mental Demands
* Excellent verbal, interpersonal, and written communication skills.
* Superior customer service telephone skills, including active listening and questioning skills.
* Basic math, analytical, and problem-solving skills.
* Ability to think critically to define issues, identify risks, and propose outcomes.
* Maintaining a high level of motivation, initiative, and accountability.
* Organization, prioritization, and time management.
* Ability to interact professionally and work effectively as a team with all levels of employees and management.
* Handling multiple tasks, often within limited time frames.
* Must be able to work in a team environment illustrating cooperation and respect.
* Excellent attendance is required and ability to work a flexible schedule.
* Strong knowledge of customer care processes and techniques
**What We Offer**
As an arenaflex team member, you'll enjoy:
* Competitive compensation and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Flexible scheduling and remote work options
* Comprehensive training and support
**How to Apply**
If you're passionate about delivering exceptional customer service and making a difference in the lives of our members, we want to hear from you! Apply now to join our team as a Customer Service Associate at arenaflex.