Experienced Government Programs Customer Service Representative – Delivering Exceptional Support and Advocacy in a Fully Remote Environment at arenaflex

Introduction to arenaflex and Our Mission At arenaflex, we are dedicated to improving the lives of our members and the community through our benefit plans, advocacy, and community support. As a leader in the industry, we recognize the importance of oral health and its connection to overall well-being. Our mission is to amplify our impact by investing in initiatives that build healthy, smart, and vibrant communities for all. We celebrate our All In culture, which is a mindset, feeling, and attitude that we wrap around everything we do – from taking charge of our careers to helping colleagues and lending a hand in the community. Job Summary We are seeking highly skilled and compassionate Government Programs Customer Service Representatives to join our team in a fully remote capacity. As a key member of our customer service team, you will be responsible for promptly and professionally responding to member, client, and provider questions through multiple channels, including telephone, email, fax, and U.S. mail. Your exceptional communication skills, attention to detail, and ability to provide accurate and timely resolutions will be essential in delivering exceptional support and advocacy to our members. Key Responsibilities Promptly and professionally respond to member, client, and provider questions through multiple channels, including telephone, email, fax, and U.S. mail. Clearly and accurately communicate all eligibility, benefit, claim status, and payment information related to caller's questions. Properly identify the reason(s) for the call and provide appropriate resolution to inquiries and complaints within specified timeframes and guidelines established by regulatory agencies or client contracts. Inform and assist callers with grievance and claims appeals processes, as necessary. Clearly, accurately, and thoroughly document information in the customer relationship management system to ensure all relevant details of the phone call are captured. Understand the importance of adhering to regulatory requirements and meet or exceed quality standards as required for the position. Meet or exceed call center metrics as required for the position and enter and adjust claims as required. Essential Qualifications To be successful in this role, you will need to possess the following essential qualifications: High school diploma or equivalent, with an associate's degree in business administration or a related field preferred. Two years of customer service experience in a business environment that requires the use of a software application to assist customers, preferably in a call center assisting Medicare and/or Medicaid enrollees. Demonstrated knowledge of personal computers and software applications (including Windows) through previous experience and/or coursework. Successful completion of the customer service simulation assessment with a minimum score of 62 out of a possible 100 (assessment waived if candidate previously passed test while at arenaflex or if previously held Customer Service Trainee, Customer Service Advisor, or Customer Service Associate position). Successful completion of the customer service multitasking and call logging assessment with a minimum score of 65 out of a possible 100. Successful completion of the customer service email composition assessment with a minimum score of 62 out of a possible 100. Preferred Qualifications While not required, the following preferred qualifications will be considered an asset: Previous experience working in a fully remote environment. Knowledge of government programs, including Medicare and Medicaid. Experience working with customer relationship management systems. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Skills and Competencies To be successful in this role, you will need to possess the following skills and competencies: Strong communication and interpersonal skills. Ability to work in a fast-paced environment and prioritize multiple tasks. Strong analytical and problem-solving skills. Ability to provide exceptional customer service and support. Strong attention to detail and ability to accurately document information. Ability to work independently and as part of a team. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Government Programs Customer Service Representative, you will have access to a range of career growth opportunities and learning benefits, including: Comprehensive training programs to help you develop your skills and knowledge. Opportunities for advancement and career progression. Access to a range of learning and development resources, including online courses and workshops. Coaching and mentoring from experienced colleagues. Work Environment and Company Culture At arenaflex, we pride ourselves on our positive and supportive work environment. As a fully remote team, we are committed to creating a culture that is inclusive, respectful, and empowering. Our company culture is built on the following values: Respect and empathy for our members and colleagues. A commitment to excellence and quality in everything we do. A focus on teamwork and collaboration. A passion for learning and development. A commitment to diversity, equity, and inclusion. Compensation, Perks, and Benefits At arenaflex, we offer a range of compensation, perks, and benefits to our employees, including: Competitive salary and benefits package. Opportunities for bonuses and incentives. Comprehensive health and wellness programs, including medical, dental, and vision coverage. Retirement savings plans and employee assistance programs. Paid time off and holidays. Access to a range of discounts and perks, including employee discounts and rewards programs. Conclusion If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service and support, we encourage you to apply for the Government Programs Customer Service Representative role at arenaflex. As a fully remote team, we offer a range of benefits and opportunities for career growth and development. Don't miss out on this exciting opportunity to join our team and make a difference in the lives of our members. Apply today! Apply for this job