At arenaflex, we're committed to delivering exceptional customer service and making a meaningful impact on the lives of individuals across the country. As a rapidly growing national quality improvement and care management organization, we're seeking an experienced Customer Service Representative to join our team. If you're passionate about customer service, motivated, and excited to become part of a dynamic team, we encourage you to apply for this remote opportunity.
**About arenaflex**
arenaflex is a national company with a mission to improve lives through healthcare quality and clinical expertise. We're dedicated to ensuring that over 20 million people receive the right care, at the right time, in the right setting. Our people-focused and mission-driven approach has earned us a reputation as a leader in the industry.
**Why Join arenaflex?**
At arenaflex, you'll have the opportunity to do meaningful work that makes a real difference in the lives of individuals across the country. We're committed to providing our employees with the training and support they need to excel in their careers. Our comprehensive benefits package is designed to provide you and your family with additional protection, security, and support for both your career and your life away from work.
**Perks of this Role**
* Fully remote position, with rotational shifts available for EST, CT, or PST
* Full benefits (medical, dental, vision, etc.) effective the first month following your hire date
* Paid time off for great work-life balance
* 401k with match and no vesting period
* Opportunity to advance your career and build upon your experience in a dynamic and growing organization
**Responsibilities**
As a Customer Service Representative at arenaflex, you'll be responsible for:
* Providing all customer service support for the Review Team, including interacting with beneficiaries and providers via the helpline
* Creating, formatting, and proofreading letters, as well as maintaining timeliness
* Making decisions regarding complex appeals, requiring a great deal of decision-making and critical thinking
* Communicating verbally and in writing with external customers to furnish and request review information
* Fostering effective working relationships between arenaflex's internal and external customers
* Assisting with and participating in Review Team in identifying areas for potential improvement, as noted on case reviews and process
* Answering the Beneficiary Helpline through the utilization of the hunt group and available light functions
* Determining how to best assist callers, either by a service offered by arenaflex or by referring them to an external agency and properly entering referral into the CMS system
* Ensuring all letters are sent out in a timely manner with correct components included and reviewed for grammatical and spacing errors
* Obtaining and validating notices and all components of medical records
* Providing intake for all appeals received by arenaflex
* Proficient in customer service guidelines and standards
* Utilizing internal quality control tools to assess individual work and team processes
**Qualifications**
To be successful in this role, you'll need:
* High school diploma or equivalent
* Post-high school business courses helpful
* Medical terminology desired
* Excellent verbal communication skills, courteous and patient demeanor, and the ability to maintain composure under potentially stressful situations
* Good grammar, punctuation, spelling, hyphenation, and written communications skills
* Customer-focused, results-oriented, and capable of building and maintaining relationships with internal and external customers
* General knowledge of a PC-based computer system desirable
* Knowledge of various software packages with the ability to learn additional software packages as needed
* Ability to multi-task and prioritize assignments
* Good organizational skills and the ability to work independently
**Experience**
We're looking for candidates with:
* Two to three years of clerical experience, including word processing, various filing systems, and telephone customer service responsibilities
* Prior work in a healthcare setting or medical terminology recommended
* Previous data entry or other clerical experience is a plus
**Mental and Physical Requirements**
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made as required by law in an attempt to enable an individual with a disability to perform the essential functions of this job.
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
**How to Apply**
If you're passionate about customer service and motivated to join a dynamic team, we encourage you to apply for this remote opportunity. Please submit your application through our website, and we'll be in touch with you soon.