**Experienced Customer Service Representative Lead - Remote in Las Vegas, NV**

At arenaflex, we're dedicated to delivering care, aided by technology to help millions of people live healthier lives. Our team is passionate about connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. As a Customer Service Representative Lead at arenaflex, you'll play a vital role in improving health outcomes by providing exceptional customer service and support to our clients. If you're a motivated and empathetic leader who thrives in a fast-paced environment, we encourage you to join our team and make a meaningful impact on the communities we serve. **About arenaflex** arenaflex is a global organization that's committed to advancing health equity on a global scale. Our culture is guided by diversity and inclusion, and we're proud to be an Equal Employment Opportunity / Affirmative Action employer. We believe that everyone deserves the opportunity to live their healthiest life, and we're dedicated to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. **Job Summary** As a Customer Service Representative Lead at arenaflex, you'll support our Call Center Supervisors and Managers in ensuring the department operates efficiently and creates an atmosphere focused on delivering high-quality customer service and maintaining patient satisfaction. You'll be responsible for handling staff inquiries regarding policies and procedures, communicating procedural changes and guidelines to department staff, and working with Supervisors to sustain high associate morale and motivation. You'll also be responsible for executing customer service utilizing a professional tone and manner, training new staff members, and resolving conflicts on the team. **Key Responsibilities** * Acts as a primary resource for handling staff inquiries regarding policies and procedures * Communicate procedural changes and guidelines to department staff * Work with Supervisors to sustain high associate morale and motivation * Execute customer service utilizing a professional tone and manner * Training: Identify and assess talent for potential peer trainers, conduct training for newly appointed peer trainers, and ensure that all new staff members are properly trained and equipped to provide exceptional customer service * Accuracy: Acquire no more than 6 scheduling errors in the calendar year, remain accountable for relaying accurate information to advocates while maintaining 95% call handle rate in CEAQ * Acts as a facilitator to resolve conflicts on the team and ensures accurate and timely communication of concerns to management * Receive and process STAT priority referrals * Acts as a mentor/coach for call center advocates ensuring they are meeting monthly metrics * Perform other duties as assigned **Essential Qualifications** * High School Diploma / GED OR equivalent work experience * Must be 18 years of age OR Older * Minimum 1 year of experience in a Healthcare environment * 1 year of experience as a team lead and/or training * Working knowledge of computerized telephone systems and ACD * Healthcare/Managed Care and/or insurance industry knowledge * Working knowledge of APM, Centricity-RIS, Touchworks/Allscripts, and ImpactMD * Knowledge of MS Office is required with emphasis on Excel * Able to excellent Customer Service and proper telephone etiquette * Thorough knowledge of state and federal laws that apply to the department * Proficient in MS Office * Excellent interpersonal skills * Oral, written, communication, and composition skills * Ability to listen, document, and track problem areas * Excellent leadership and time management skills * Ability to work independently, and with confidential information * Must have initiative * Maintain a positive attitude with supporting departmental goals and objectives * Must have the ability to work swiftly and efficiently without compromising quality customer service * Organizational skills * Flexible and able to commit to departmental goals, including overtime as needed, shift changes, etc * Must be able to work onsite once a week at 2716 N TENAYA WAY Las Vegas, NV * Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am – 5:00pm, Monday – Friday. It may be necessary, given the business need, to work occasional overtime or weekends **Preferred Qualifications** * Medical Terminology * CPT and ICD-10 coding * 1 year of experience in a call center * Work experience as a team lead **Telecommuting Requirements** * Reside within 2716 N TENAYA WAY Las Vegas, NV * Ability to keep all company sensitive documents secure (if applicable) * Required to have a dedicated work area established that is separated from other living areas and provides information privacy * Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service **Physical and Work Environment** * Normal Call Center environment with heavy phone and computer usage * Moderate standing and walking * All employees working remotely will be required to adhere to arenaflex’s Telecommuter Policy **Compensation and Benefits** * Nevada Residents Only: The hourly range for this position is $19.47 - $38.08 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable. * In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). **Why Join arenaflex?** * arenaflex is a global organization that's committed to advancing health equity on a global scale. * Our culture is guided by diversity and inclusion, and we're proud to be an Equal Employment Opportunity / Affirmative Action employer. * We believe that everyone deserves the opportunity to live their healthiest life, and we're dedicated to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. * arenaflex offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). * We're committed to providing our employees with the tools and resources they need to succeed in their roles and advance their careers. **How to Apply** If you're a motivated and empathetic leader who thrives in a fast-paced environment, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll review your qualifications and experience. We look forward to hearing from you and exploring how you can contribute to our mission to help people live healthier lives and make the health system work better for everyone. Apply for this job