Senior Full-Time National Remote Customer Service Representative - Delivering Exceptional Patient Experiences and Driving Health Equity at arenaflex

Introduction to arenaflex and Our Mission At arenaflex, we are dedicated to delivering care, aided by technology, to help millions of people live healthier lives. Our organization is guided by a strong commitment to diversity, inclusion, and equity, recognizing that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. As a global leader in healthcare, we strive to advance health equity on a global scale, connecting people with the care, resources, and support they need to thrive. If you are passionate about making a positive impact on the lives of others and are committed to delivering exceptional customer experiences, we invite you to join our team as a Senior Customer Service Representative. Job Overview In this critical role, you will have the flexibility to telecommute from anywhere within the U.S., working with a talented team of professionals who share your passion for delivering outstanding customer service. As a Senior Customer Service Representative, you will be responsible for compassionately delivering an exceptional experience to between 50 to 70 callers per day, providing support and guidance to individuals seeking help and resolving complex customer issues in a timely and professional manner. You will also serve as a resource and subject matter expert for your team members, providing guidance and support to ensure that our customers receive the best possible experience. Key Responsibilities Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers, providing guidance and support to ensure that our customers receive the best possible experience. Handle escalated calls, resolving more complex customer issues in a one-and-done manner, and providing timely and effective solutions to our customers. Answer incoming phone calls from customers, identifying the type of assistance the customer needs, and providing personalized support and guidance to resolve their issues. Ask appropriate questions, listen actively, and document required information in computer systems to ensure that our customers receive the support they need. Assist customers in navigating arenaflex websites, encouraging and reassuring them to become self-sufficient, and providing education and support to help them manage their healthcare needs. Own problems through to resolution on behalf of the customer, working in real-time or through comprehensive and timely follow-up to ensure that our customers receive the support they need. Research complex issues across multiple databases, working with support resources to resolve customer issues, and partnering with others to resolve escalated issues. Provide education and status on previously submitted pre-authorizations or pre-determination requests, keeping our customers informed and up-to-date on their healthcare needs. Meet performance goals established for the position, including efficiency, call quality, provider satisfaction, first call resolution, and attendance, to ensure that our customers receive the best possible experience. Requirements and Qualifications To be successful in this role, you will need to possess a high school diploma or equivalent, be at least 18 years of age, and have familiarity with computer and Windows PC applications. You will also need to be able to work any of our 8-hour shift schedules during our normal business hours, which may include occasional overtime. Additionally, you will need to have a dedicated work area established that is separated from other living areas and provides information privacy, as well as a reliable high-speed internet connection. Essential Qualifications High school diploma / GED and/or equivalent years of working experience 18 years of age or older Familiarity with computer and Windows PC applications Ability to work any of our 8-hour shift schedules during our normal business hours Ability to keep all company-sensitive documents secure 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 an arenaflex-approved high-speed internet connection Preferred Qualifications 1 year of Customer Service Representative (CSR) experience or 1 year of experience in an office setting, call center setting, or phone support role Bilingual and fluent in English/Spanish Skills and Competencies To be successful in this role, you will need to possess excellent verbal and written communication skills, strong time management and organizational skills, and the ability to incorporate frequent changes into your workflow. You will also need to be able to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner. Additionally, you will need to be proficient in conflict management skills, able to resolve issues in a stressful situation, and able to work regularly scheduled shifts, including weekends and overtime, as needed. Soft Skills Excellent verbal and written communication Strong time management and organizational skills Ability to incorporate frequent changes into workflow and consistently build on knowledge base Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner Proficient conflict management skills to resolve issues in a stressful situation Ability to work regularly scheduled shifts within our hours of operation, including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work overtime and/or weekends, as needed Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Senior Customer Service Representative, you will have access to comprehensive training programs, including weeks of paid training, to help you develop the skills and knowledge you need to succeed in your role. You will also have opportunities to advance your career, taking on new challenges and responsibilities, and contributing to the development of our organization. Work Environment and Company Culture At arenaflex, we pride ourselves on our diverse and inclusive work environment, where everyone is valued and respected. We believe that our employees are our greatest asset, and we are committed to providing a positive and supportive work environment that allows you to thrive. Our company culture is built on a foundation of integrity, compassion, and excellence, and we are dedicated to making a positive impact on the lives of our customers and the communities we serve. Compensation, Perks, and Benefits As a Senior Customer Service Representative at arenaflex, you will be rewarded with a competitive salary, comprehensive benefits package, and opportunities for career advancement. Our compensation package includes a hourly range of $16.54 - $32.55 per hour, depending on experience and location, as well as benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. We also offer a range of perks and benefits, including flexible scheduling, remote work options, and opportunities for professional development and growth. Conclusion If you are passionate about delivering exceptional customer experiences and are committed to making a positive impact on the lives of others, we invite you to join our team as a Senior Customer Service Representative. At arenaflex, we are dedicated to advancing health equity and improving the lives of our customers, and we believe that our employees are our greatest asset in achieving this mission. Apply today to join our team and start making a difference in the lives of others. Apply for this job