**Experienced Customer Service Representative - Healthcare Quality Improvement and Care Management Organization (Remote - Full Benefits)**
About Us At Arsenault, we are a rapidly growing national quality improvement and care management organization dedicated to ensuring that over 20 million people receive the right care, at the right time, in the right setting. Our mission is to improve lives through healthcare quality and clinical expertise, and we are passionate about making a real difference in the lives of individuals across the country. Our Culture We are a people-focused, mission-driven organization that values our employees and provides the training and support to help them excel in their careers. Our 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. We offer comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more. About the Role We are seeking an experienced Customer Service Representative to join our team in a fully remote position. As a Customer Service Representative, you will 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, and maintaining timeliness. This position requires a great deal of decision-making in regard to complex appeals. Key Responsibilities * Responsible for typing/merging, proofing for clarity, printing, and mailing correspondence. * Communicate verbally and in writing with external customers to furnish and request review information. * Foster effective working relationships between Arsenault's internal and external customers. * Assist with and participate in Review Team in identifying areas for potential improvement, as noted on case reviews and process. * Answer the Beneficiary Helpline through the utilization of the hunt group and available light functions. Determine how to best assist caller either by a service offered by Arsenault or by referring them to an external agency and properly enter referral into CMS system. * All letters sent out in timely manner with correct components included and reviewed for grammatical and spacing errors. * Get and validate notices and all components of medical records. * Provide intake for all appeals received by Arsenault. * Proficient in customer service guidelines and standards. * Utilize internal quality control tools to assess individual work and team processes. Qualifications * High school diploma or equivalent. * Post high school business courses helpful. * Medical terminology desired. * Excellent verbal communication skills, courteous and patient demeanor, must be customer-oriented and have 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. Must be flexible and able to work as a team member and support team decisions. * General knowledge of a PC-based computer system desirable. Knowledge of various software packages with ability to learn additional software packages as needed. * Must be able to multi-task and to prioritize assignments. * Must have good organizational skills and be able to work independently. Experience * Two to three years 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. Career Growth Opportunities and Learning Benefits At Arsenault, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development opportunities, including: * On-the-job training and mentorship * Professional development programs * Opportunities for advancement and career growth * Access to industry-leading tools and technologies * A supportive and collaborative work environment Work Environment and Company Culture As a remote employee, you will have the flexibility to work from home and enjoy a better work-life balance. Our company culture is people-focused and mission-driven, and we value our employees' contributions and well-being. We offer a range of benefits and perks, including: * 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 * 401(k) with match with no vesting period * Corporate wellness programs and educational assistance Compensation, Perks, and Benefits We offer a competitive salary and a range of benefits and perks, including: * Competitive salary * Full benefits (medical, dental, vision, etc.) * Paid time off for great work-life balance * 401(k) with match with no vesting period * Corporate wellness programs and educational assistance * Opportunities for advancement and career growth How to Apply If you are a motivated, energetic, 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. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you! Equal Opportunity Employer Arsenault 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. Apply for this job