Experienced Customer Service Representative – TRICARE Program Support (Remote Position)

At arenaflex, we're committed to delivering exceptional customer service to our beneficiaries, end-users, and clients. As a key member of our TRICARE program support team, you'll play a vital role in providing empathetic and efficient assistance to those who rely on our services. If you're passionate about delivering outstanding customer experiences and have a knack for navigating complex healthcare-related issues, 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 efficiency and effectiveness. Our team of experts is dedicated to making a positive impact on the lives of those we serve. With a strong commitment to customer service excellence, we strive to build long-lasting relationships with our clients and beneficiaries.

Job Summary

We're seeking an experienced Customer Service Representative to join our TRICARE program support team. As a key member of this team, you'll provide exceptional customer service to beneficiaries, family members, military personnel, and medical providers. Your primary responsibilities will include:

• Providing empathetic and efficient assistance to callers, addressing their concerns and resolving issues related to the TRICARE program
• Utilizing a patient-centric approach to navigate and answer program benefit questions, update beneficiary demographics, perform enrollments, and change primary care providers
• Assisting with claim questions and other calls related to the TRICARE program
• Maintaining accurate and up-to-date records in our computerized system
• Collaborating with colleagues to ensure seamless communication and high-quality service delivery

Essential Duties and Responsibilities

* Provide customer service for basic and routine inquiries and problems via multiple channels (telephone, email, web chat, 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
• Ability to speak Spanish, highly desirable
• Excellent written and oral communication skills
• 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)

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Service Representative, you'll have the opportunity to:

• Develop your customer service skills and expertise in a fast-paced, dynamic environment
• Collaborate with a talented team of professionals who share your passion for delivering exceptional customer experiences
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Pursue career advancement opportunities within our organization, including opportunities for promotion to senior roles

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. Our team is passionate about delivering exceptional customer service and making a positive impact on the lives of those we serve. We offer a collaborative and supportive work environment, with opportunities for growth and development.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Hourly base pay: $18.75
• Opportunities for overtime pay and bonuses
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Flexible work arrangements, including remote work options

How to Apply

If you're passionate about delivering exceptional customer service and have a knack for navigating complex healthcare-related issues, we want to hear from you! To apply, please submit your resume and cover letter to our online application portal. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an Affirmative Action/Equal Opportunity Employer. We're committed to creating a diverse and inclusive workplace that values diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds, including those with disabilities, veterans, and members of underrepresented groups.

Pay Transparency

arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. Apply for this job