Experienced Customer Service Representative – National Remote Opportunity for Compassionate and Results-Driven Individuals to Deliver Exceptional Support and Make a Meaningful Impact in the Healthcare Industry

Welcome to arenaflex At arenaflex, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. As a leader in the healthcare industry, we are constantly seeking innovative ways to improve the lives of our members and their families. Our team is passionate about delivering exceptional customer service, and we are looking for like-minded individuals to join us on this mission. If you are a compassionate and results-driven individual who is passionate about helping others, we encourage you to apply for our Customer Service Representative role. About the Role In this role, you will have the flexibility to telecommute from anywhere within the U.S. and take on challenging and rewarding work that impacts the lives of millions of people. As a Customer Service Representative, you will be the primary point of contact for our members and providers, providing accurate, professional, and personalized support to address their questions, concerns, and issues. Your goal will be to deliver exceptional customer service, resolve issues on the first call, and ensure that every interaction is a positive and meaningful one. You will spend the majority of your day responding to calls from our members, answering questions, and resolving issues related to healthcare eligibility, claims, and payments. You will also review, research, and process healthcare claims to ensure that every claim receives a fair and thorough review. Your work will be guided by our core values of compassion, integrity, and excellence, and you will be expected to embody these values in every interaction with our members and providers. Key Responsibilities Address and resolve customer service calls empathetically and professionally Accurately document, research, and resolve all inquiries, ensuring that documentation is clear and complete Respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs Monitor and expeditiously close any inquiries that require follow-up based on departmental guidelines Refer unresolved inquiries/grievances to designated areas for investigation Own problems through resolution on behalf of the caller in real-time or through comprehensive and timely follow-up with support resources Intervene with care providers (doctor's offices) on behalf of participants (assist with appointment scheduling, access to care issues, etc.) Assist providers with all levels of requests and problem-solve through resolution Coordinate with field Care Team staff for issue elevation and resolution Maintain up-to-date knowledge and understanding of claims policies, regulatory requirements, and guidelines Successfully utilize all resources available to handle inquiries and multitask Meet or exceed individual and departmental quality standards and achieve performance goals Adhere to, keep updated, and utilize all company guidelines, policies, and procedures Prioritize and adjust individual workload to ensure departmental goals are met Assume responsibility for ad hoc projects or functions that promote the future success of the operation Requirements and Qualifications To be successful in this role, you will need to possess a combination of skills, knowledge, and experience that enable you to deliver exceptional customer service and support to our members and providers. The following are the minimum requirements and qualifications for this role: Required Qualifications High School Diploma / GED or 10+ years of equivalent working experience 2+ years of customer service experience Must be 18 years of age or older Ability to type a minimum of 40 words per minute Ability to work two evening shifts per week (typically 11am-8pm EST) Ability to work three holidays not observed by the client (Day after Thanksgiving, Christmas Eve, New Year's Day) Ability to successfully complete the customer service training classes and demonstrate proficiency of the material Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm CST Preferred Qualifications 1+ years of prior experience in an automatic call distribution call center setting Knowledge of CPT/ICD10 coding Knowledge of Medicare/Medicaid guidelines Soft Skills and Competencies In addition to the technical skills and knowledge required for this role, you will need to possess a range of soft skills and competencies that enable you to deliver exceptional customer service and support to our members and providers. These include: Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member Proficient problem-solving approach to quickly assess the current state and formulate recommendations Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions that customers can understand and act upon Flexibility to customize approach to meet all types of member communication styles and personalities Proficient conflict management skills to include the ability to resolve issues in a stressful situation and demonstrating personal resilience Career Growth and Development Opportunities At arenaflex, we are committed to the growth and development of our employees. We offer a range of training and development programs that enable you to build new skills, expand your knowledge, and advance your career. As a Customer Service Representative, you will have access to: Comprehensive training programs that cover all aspects of customer service, healthcare, and claims processing Ongoing coaching and feedback to help you improve your performance and achieve your goals Opportunities to take on new challenges and responsibilities as you grow and develop in your role A supportive and collaborative work environment that encourages teamwork, innovation, and creativity Work Environment and Company Culture At arenaflex, we are proud of our diverse and inclusive work environment. We believe that diversity creates a healthier atmosphere, and we are committed to creating a workplace that is welcoming and inclusive to all employees. Our company culture is built on the values of compassion, integrity, and excellence, and we expect all employees to embody these values in their work. We offer a range of benefits and perks that support the well-being and success of our employees, including: Comprehensive benefits package, including medical, dental, and vision coverage Incentive and recognition programs that reward outstanding performance and contributions Equity stock purchase and 401k contribution Flexible work arrangements, including telecommuting and flexible scheduling Opportunities for professional growth and development Compensation and Benefits The compensation for this role will be competitive and based on your skills, experience, and qualifications. We offer a range of benefits and perks that support the well-being and success of our employees, including a comprehensive benefits package, incentive and recognition programs, and opportunities for professional growth and development. Conclusion If you are a compassionate and results-driven individual who is passionate about delivering exceptional customer service and making a meaningful impact in the healthcare industry, we encourage you to apply for our Customer Service Representative role. At arenaflex, we are committed to creating a workplace that is welcoming and inclusive to all employees, and we offer a range of benefits and perks that support the well-being and success of our employees. Don't miss this opportunity to join our team and start doing your life's best work. Apply for this job