Experienced Customer Service Representative - TRICARE (Remote Position)

At arenaflex, we're committed to delivering exceptional customer service to our beneficiaries, end-users, and clients. As a Customer Service Representative on our TRICARE program, you'll play a vital role in providing empathetic and efficient support to those who need it most. If you're passionate about delivering outstanding customer experiences and have a knack for navigating complex healthcare programs, we want to hear from you!

About arenaflex

arenaflex is a leading provider of business services to governments, helping them operate health and human services programs with ease. Our team of experts is dedicated to delivering high-quality solutions that make a real difference in people's lives. With a strong commitment to customer service and excellence, we're always looking for talented individuals to join our team.

Job Summary

As a Customer Service Representative on our TRICARE program, you'll be responsible for providing exceptional customer service to beneficiaries, family members, military personnel, and medical providers. You'll use a patient-centric approach to assist callers with navigating and answering TRICARE program benefit questions, updating beneficiary demographics, performing enrollments, and resolving complex issues. If you're a self-starter with excellent communication skills and a passion for delivering outstanding customer experiences, we want to hear from you!

Key Responsibilities

* Provide customer service for basic and routine inquiries and problems via multiple channels (telephone, emails, web chats, or written letters)

• Use computerized systems for tracking, information gathering, and troubleshooting
• Provide feedback on call trends, processes, procedures, and training
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
• Ensure incoming communications are answered promptly, appropriately, and courteously
• Demonstrate a "can do" and professional attitude when servicing beneficiaries and clients
• Provide informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits
• Retrieve, research, and analyze data from multiple databases to answer client concerns
• De-escalate and manage complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager
• Accurately perform all data entry functions to reflect and document client activity/transactions
• Meet performance requirements and maintain knowledge of project policies and procedures
• Actively participate in and support departmental and organizational quality initiatives and goals
• Work in a systematic, methodical, and orderly way to maintain quality work and high productivity
• Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment
• Make recommendations for changes to current policies or need for new policy to your supervisor in the spirit of process improvements
• Complete any other reasonable duties as requested by the manager
• Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules

Requirements

* High school diploma or equivalent with 6 months of customer service experience

• Must be able to speak and read English clearly, professionally, and fluently
• Ability to obtain US Security Clearance
• Must be a US Citizen
• Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs
• Ability to pass a skills assessment
• Minimum of 1+ years of contact center experience, preferably in a healthcare-related environment
• Minimum 3+ years of experience in delivering excellent customer service in a high-paced environment
• Experience with healthcare insurance plans and billing
• Experience with military health programs
• Experience of healthcare terms
• Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools
• Ability to speak Spanish, highly desirable

Preferred Qualifications

* Bachelor's Degree or equivalent government or private-sector work experience

• Experience with TRICARE program or similar healthcare programs
• Strong interpersonal skills with the ability to build relationships
• Proactive, self-starter with the ability to work well in a team environment
• Detail-oriented with good organizational skills and capable of effectively prioritizing and multitasking

Remote Work Requirements

* HIPAA-compliant workspace: Private and secure workspace away from others, noise, and distractions

• Reliable high-speed internet: Ethernet/hard-wired connection (no WiFi or Hotspots)
• Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)

Compensation and Benefits

* Hourly base pay minimum: $18.75

• Hourly base pay maximum: $18.75
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for career growth and professional development

Why Join arenaflex?

* Work with a leading provider of business services to governments

• Be part of a team that's dedicated to delivering high-quality solutions that make a real difference in people's lives
• Enjoy a comprehensive benefits package and opportunities for career growth and professional development
• Work from home with a flexible schedule and remote work requirements

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering outstanding customer experiences, we want to hear from you! Apply now to join our team as a Customer Service Representative on our TRICARE program. Apply for this job