Experienced Customer Service Representative – Remote Opportunity with Comprehensive Benefits Package

About Us

Arsenault is a rapidly growing national quality improvement and care management organization dedicated to ensuring that over 20 million people receive the right care, at the right time, in the right setting. Our mission-driven approach is centered around improving lives through healthcare quality and clinical expertise. We are a people-focused organization that values our employees and provides the training and support to help them excel in their careers.

Join Our Team

We are seeking an experienced Customer Service Representative to join our team in a fully remote position. As a Customer Service Representative, you will play a vital role in providing exceptional customer service support to our Review Team, including interacting with beneficiaries and providers via the helpline, creating and formatting letters, and maintaining timeliness. This position requires strong decision-making skills, particularly in complex appeals situations.

Perks of This Role

• Full-time remote position with rotational shifts available for EST, CT, or PST
• Comprehensive benefits package, including medical, dental, vision, and 401k with match
• Paid time off for a great work-life balance
• Opportunities for career growth and advancement in a rapidly growing national organization

Responsibilities

As a Customer Service Representative, your key responsibilities will include:

• Typing/merging, proofing for clarity, printing, and mailing correspondence
• Communicating verbally and in writing with external customers to furnish and request review information
• Fostering effective working relationships between Arsenault's internal and external customers
• Assisting with and participating in Review Team in identifying areas for potential improvement, as noted on case reviews and process
• Answering the Beneficiary Helpline through the utilization of the hunt group and available light functions
• Determining how to best assist callers either by a service offered by Arsenault or by referring them to an external agency and properly entering referrals into the CMS system
• Ensuring all letters are sent out in a timely manner with correct components included and reviewed for grammatical and spacing errors
• Getting and validating notices and all components of medical records
• Providing intake for all appeals received by Arsenault
• Proficient in customer service guidelines and standards
• Utilizing internal quality control tools to assess individual work and team processes

Qualifications

To be successful in this role, you will need:

• A high school diploma or equivalent
• Post-high school business courses are helpful
• Medical terminology is desired
• Excellent verbal communication skills, courteous and patient demeanor, and a customer-oriented approach
• Good grammar, punctuation, spelling, hyphenation, and written communications skills
• Customer-focused, results-oriented, and capable of building and maintaining relationships with internal and external customers
• Flexibility and ability to work as a team member and support team decisions
• General knowledge of a PC-based computer system is desirable, and knowledge of various software packages with the ability to learn additional software packages as needed
• Ability to multi-task and prioritize assignments
• Good organizational skills and ability to work independently

Experience

We are looking for candidates with:

• 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 is recommended
• Previous data entry or other clerical experience is a plus

Career Growth Opportunities and Learning Benefits

Arsenault is committed to the growth and development of our employees. As a Customer Service Representative, you will have opportunities to:

• Develop your skills and knowledge in customer service, healthcare, and quality improvement
• Participate in training and development programs to enhance your performance and career advancement
• Collaborate with a talented team of professionals who share a passion for improving lives through healthcare quality and clinical expertise

Work Environment and Company Culture

Arsenault is a dynamic and supportive work environment that values diversity, equity, and inclusion. Our company culture is centered around:

• Collaboration and teamwork
• Continuous learning and professional development
• Customer-focused approach
• Flexibility and work-life balance

Compensation, Perks, and Benefits

Arsenault offers a comprehensive benefits package, including:

• Medical, dental, and vision insurance
• 401k with match
• Paid time off for a great work-life balance
• Corporate wellness programs
• Education assistance
• Corporate discounts

Conclusion

If you are a motivated and customer-focused individual who is passionate about improving lives through healthcare quality and clinical expertise, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at Arsenault, you will have the chance to make a real difference in the lives of individuals across the country while developing your skills and knowledge in a dynamic and supportive work environment.

How to Apply

To apply for this position, please visit our website at [insert website URL]. We thank all applicants for their interest; however, only those selected to advance in our interview process will be contacted.