**Experienced Customer Service Representative – Healthcare and Insurance Support**

At arenaflex, we're revolutionizing the healthcare industry by providing innovative solutions that put patients at the forefront. As a Customer Service Representative, you'll play a vital role in delivering exceptional support to our health plan members and providers, ensuring they receive accurate, timely, and meaningful information. If you're passionate about making a difference in people's lives and possess excellent communication skills, we encourage you to join our team.

• *About arenaflex**

arenaflex is a leading healthcare company dedicated to transforming the way healthcare services are delivered. Our mission is to provide personalized, patient-centered care that empowers individuals to take control of their health. We're committed to fostering a culture of innovation, collaboration, and excellence, and we're seeking talented individuals like you to join our team.

• *Job Summary**

As a Customer Service Representative, you'll be responsible for providing top-notch support to our health plan members and providers, resolving issues, and building strong relationships. You'll work in a remote call center environment, utilizing your excellent communication skills, attention to detail, and problem-solving abilities to deliver exceptional results. If you're a motivated and customer-focused individual with a passion for healthcare, we invite you to apply for this exciting opportunity.

• *Key Responsibilities**

• Answer phone calls and emails from health plan members and providers, resolving issues and providing accurate information in a timely and professional manner.
• Assist providers with member benefit information, eligibility, referrals/authorization, and claim processing information with 100% accuracy.
• Direct calls and emails to the correct department and escalate as needed, ensuring seamless communication and resolution.
• Build and maintain strong relationships with providers and members, handling questions, concerns, and resolving issues/complaints with speed and professionalism.
• Document provider and member complaints, determine the appropriate course of action, and follow up to ensure the complaint is resolved.
• Provide provider and member outreach calls for resolutions and follow-ups.
• Process voicemail returns and document all interactions and transactions with the caller in the appropriate areas.
• Interact and build relationships with Member Support, Medical Management, Pharmacy, Eligibility, and other departments as needed.
• Provide provider and member portal support, ensuring seamless access to information and services.
• Work in accordance with US regulatory and Quality System requirements (21 CFR 820, etc.).
• Perform other duties as assigned by management.

• *Qualifications**

To succeed in this role, you'll need:

• 6-12 months of related experience and/or training in a call center environment in healthcare, insurance plan areas, including knowledge of basic claim processing.
• Excellent attendance is critical to success in this position.
• Internal candidates must have been in their current role for at least 6 months and have no performance or attendance actions in effect.
• Excellent computer and phone skills, attention to detail, process and policy adherence.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Active listening skills to accurately respond to inquiries and requests.
• Exceptional organizational skills, retention of policy and process a must.
• Intermediate skills minimum in Google and Microsoft Office suite of products a must.
• Bilingual in English and Spanish preferred but not required.

• *Education and Experience**

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
• Administrative/Healthcare experience a plus but not required.

• *Work Shifts and Environment**

• Monday – Friday, 8am – 5:00pm CST.
• Remote position, requiring a quiet, secure, and private workspace with no distractions.
• Must have password-protected, stable internet access – a stipend will be provided.
• Office equipment will be supplied, including a PC, monitor, keyboard, mouse, and headset.
• While performing the duties of this Job, the employee is regularly required to sit; use hands to handle or feel; talk; and hear.
• The employee is frequently required to reach with hands and arms.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• For this position, the percentage of expected Travel is: 0% of the time.

• *Training Expectations**

• You'll attend a 3-week minimum remote training program, with mandatory attendance for the full training period.
• Training will be Monday through Friday, 8:30am – 5pm CST.
• You'll be required to take daily competency exams and a retention exam on the Friday of both weeks of training, with passing grades of 90% or above.
• We also request, with the exception of emergencies, that you do not request any time off within the first 120 days of employment.

• *Why Join arenaflex?**

• Competitive compensation and benefits package.
• Opportunities for career growth and professional development.
• Collaborative and dynamic work environment.
• Recognition and rewards for outstanding performance.
• Comprehensive training and support to ensure your success.

• *How to Apply**

If you're a motivated and customer-focused individual with a passion for healthcare, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to hearing from you!