Customer Service Representative – Remote Position with Full Benefits (Work From Home)

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Join the arenaflex Team as a Customer Service Representative

Are you an experienced Customer Service Representative looking for a new challenge? Do you value customer service and helping your community? Are you motivated, energetic, and excited to become part of the arenaflex team? If so, you might be our next new team member!

About arenaflex

arenaflex is a rapidly growing national quality improvement and care management organization. We work to ensure that over 20 million people receive the right care, at the right time, in the right setting. As a company, we are People Focused and Mission Driven. We are shape the future of healthcare with us, and we are mission driven to improve lives through healthcare quality and clinical expertise.

We do this through our people. At arenaflex, you can do meaningful work that makes a real difference for the lives of individuals across the country. We are an organization that cares deeply about our employees and we provide the training and support to do the best work of your career.

arenaflex is a national company with roles all over the US. Join us to build upon your experience and to advance your career, while doing meaningful work that will help vulnerable populations get the healthcare they need. Join our team to do work you can feel good about every day!

Perks of This Role

• Fully Remote Position: Work from the comfort of your own home with flexible scheduling options.


• Rotational Shifts: Available for EST, CT, or PST time zones to accommodate your lifestyle.


• Comprehensive Benefits: Full benefits (medical, dental, vision, and more) effective the first month following your hire date!


• Paid Time Off: Enjoy great work-life balance with our generous PTO policy.


• Retirement Savings: 401k with match with no vesting period – your retirement savings start immediately.


• Career Advancement: Join a national company with opportunities across the US and grow your career.

Who We Need

We are seeking a dedicated Customer Service Representative to provide comprehensive customer service support for our Review Team. This role involves interacting with beneficiaries and providers via our helpline, creating, formatting, and proofreading correspondence, and maintaining exceptional timeliness in all communications. This position requires a great deal of decision-making regarding various types of complex appeals.

If you thrive in a fast-paced environment, possess excellent communication skills, and have a genuine passion for helping others, we want to hear from you!

What You'll Do

As a Customer Service Representative at arenaflex, your primary responsibilities will include:

• Correspondence Management: Responsible for typing/merging, proofing for clarity, printing, and mailing correspondence with meticulous attention to detail.


• External Communication: Communicate verbally and in writing with external customers to furnish and request review information, ensuring all interactions maintain our high standards of professionalism.


• Relationship Building: Foster effective working relationships between arenaflex's internal and external customers, serving as a reliable point of contact.


• Process Improvement: Assist with and participate in Review Team activities in identifying areas for potential improvement, as noted on case reviews and processes.


• Helpline Support: Answer the Beneficiary Helpline through the utilization of the hunt group and available light functions. Determine how to best assist callers either by a service offered by arenaflex or by referring them to an external agency and properly enter referrals into the CMS system.


• Quality Assurance: Ensure all letters are sent out in a timely manner with correct components included and reviewed for grammatical and spacing errors.


• Documentation: Get and validate notices and all components of medical records with accuracy and efficiency.


• Appeals Processing: Provide intake for all appeals received by arenaflex, handling sensitive information with discretion and care.


• Standards Compliance: Proficient in customer service guidelines and standards, consistently meeting and exceeding expectations.


• Quality Control: Utilize internal quality control tools to assess individual work and team processes, identifying opportunities for continuous improvement.

Qualifications

What You'll Need:

• Education: High school diploma or equivalent. Post-high school business courses are helpful.


• Medical Knowledge: Medical terminology desired, with willingness to learn and grow in healthcare-related topics.


• Communication Skills: Excellent verbal communication skills, courteous and patient demeanor, must be customer-oriented and have the ability to maintain composure under potentially stressful situations.


• Writing Skills: Good grammar, punctuation, spelling, hyphenation, and written communications skills.


• Customer Focus: 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.


• Technical Skills: General knowledge of a PC-based computer system desirable. Knowledge of various software packages with the ability to learn additional software packages as needed.


• Multitasking: Must be able to multi-task and prioritize assignments effectively.


• Organization: Must have good organizational skills and be able to work independently with minimal supervision.

Experience:

• Two to three years of 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.

Benefits & Rewards

Benefits are a key component of your rewards package at arenaflex. These benefits are designed to provide you and your family additional protection, security, and support for both your career and your life away from work. They are comprehensive and fit a variety of needs and situations.

Our benefits include:

• Comprehensive Health Plans: Medical, dental, and vision coverage effective the first month of employment.


• Paid Time Off: Generous PTO policy for great work-life balance.


• Retirement Savings: 401k with matching contributions and no vesting period.


• Corporate Wellness: Programs designed to support your overall well-being.


• Educational Assistance: Opportunities for continued learning and professional development.


• Corporate Discounts: Access to exclusive discounts on products and services.


• And More: Additional perks and benefits tailored to support your career and lifestyle.

Work Environment & Culture

At arenaflex, we believe that our employees are our greatest asset. We've created a culture that values collaboration, innovation, and a genuine commitment to our mission of improving healthcare for all Americans. As a remote team member, you'll enjoy the flexibility of working from home while still being connected to a supportive team environment.

We provide comprehensive training and ongoing support to ensure you have the tools and resources needed to succeed in your role. Whether you're new to the healthcare industry or bringing years of experience, we're committed to helping you grow both professionally and personally.

Mental and Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made as required by law in an attempt to enable an individual with a disability to perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 10 pounds; and occasionally travel within the state.

Equal Opportunity Employer

arenaflex 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.

Thank You!

We know your time is valuable and we thank you in advance for applying for this position. Due to the high volume of applicants we receive, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in arenaflex and invite you to apply to future openings that may be of interest. Best of luck in your search!

~ The arenaflex Talent Acquisition Team