Experienced Customer Care Representative - Claims I: Delivering Compassionate Support in a Dynamic Call Center Environment

At arenaflex, we're committed to providing exceptional customer service and support to our clients and claimants across the country. As a Customer Care Representative - Claims I, you'll play a vital role in delivering compassionate and empathetic support to those who need it most. If you're passionate about helping others, possess excellent communication skills, and thrive in a fast-paced call center environment, we want to hear from you!

About arenaflex

arenaflex is a leading provider of employee benefits, absence management, and workforce productivity solutions. We're dedicated to helping employers attract and retain valuable human capital through thoughtful, inclusive benefit programs delivered with care. Our team of experts is passionate about innovation, reliability, and dedication to providing customized solutions that meet the unique needs of our clients.

Job Responsibilities and Requirements

As a Customer Care Representative - Claims I, you'll be responsible for:

• Displaying a high level of compassion and empathy in every interaction with clients and claimants, demonstrating a deep understanding of their concerns and needs.
• Providing exceptional customer service, responding to inquiries in a timely and efficient manner, and resolving routine administrative technical issues for applicable source systems.
• Managing inbound calls for claimant-related leaves and/or Intake applications, and performing outbound voice work tasks related to selected clients and claimants.
• Accurately filing and documenting client/claimant-specific information into the applicable system, adhering to all department standards.
• Communicating effectively with all levels of management, demonstrating confidence, strong decision quality, and sound judgment when assisting claimants.
• Resolving routine administrative technical issues for applicable source systems, answering related claims questions for applicable clients specific to the Intake process and reporting missed time.
• Maintaining a high level of confidentiality and adhering to HIPAA rules and regulations, protecting personal health information.
• Demonstrating a strong work ethic, self-motivation, and ability to work well independently, while being focused and disciplined in a professional environment.
• Providing effective verbal and written communication skills, timely and providing excellent customer service.
• Using judgment with a sense of urgency to make accurate decisions and utilizing available resources.
• Multitasking, remaining organized, and being detail-oriented, taking initiative and adapting to different working environments.

Key Competencies

To succeed in this role, you'll need to possess:

• Strong customer service skills, including politeness, friendliness, and helpfulness.
• Ability to type and talk, with proven patience and understanding.
• Active listening skills, strong attention to detail, and demonstrated compassion.
• Ability to work independently and remotely, communicate effectively in both verbal and written interactions, and handle confidential information with utmost judgment and discretion.
• Exceptional interpersonal communication skills and the ability to work with a diverse workforce.
• Proficient at maneuvering on a PC with working knowledge of MS Office (Word, Excel, and Outlook).
• Ability to manage and meet departmental deadlines and key performance indicators.
• Demonstrated ability in verbal and written skills, and reading comprehension.
• Proven experience in providing quality customer service (preferably in a call center).
• Knowledge of medical terminology preferred.
• Experience using web-based programs.
• High-speed home internet installed for Remote/Teleworker.

Work Environment

Our Customer Care Center operates 24 hours a day, 7 days a week, offering a variety of schedules due to this scope of coverage. As a Customer Care Representative, you'll be required to work a scheduled shift between core business hours (Mon-Fri, 4am-8pm Arizona time) and be open to working some holidays. You'll be expected to work sitting in one place, taking calls, and speaking for the entirety of your scheduled shift (excluding scheduled breaks and lunches). You'll be working in a fast-paced, team-oriented, dynamic inbound/outbound call center, requiring predictable and reliable attendance and adherence to your daily and weekly assigned schedule.

Physical Requirements

This role requires:

• Sitting for prolonged periods of time, extensive typing, and otherwise using primarily the fingers rather than the entire hand.
• Visual acuity sufficient to perform activities such as preparing and analyzing data and figures, transcribing notes, viewing a computer terminal, and extensive reading.
• Hearing sufficient to understand verbal instruction and answer telephones.

What We Offer

At arenaflex, we believe that creating a more diverse, equitable, and inclusive culture allows us to realize more of our potential. We offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental well-being.

• An annual performance bonus for all team members.
• Generous 401(k) company match that is immediately vested.
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.
• For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account.
• Multiple options for dental and vision coverage.
• Company-provided Life & Disability Insurance to ensure financial protection when you need it most.
• Family-friendly benefits, including Paid Parental Leave & Adoption Assistance.
• Hybrid work arrangements for eligible roles.
• Tuition Reimbursement and Continuing Professional Education.
• Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program.
• Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council.

Our Values

At arenaflex, we're guided by our core values:

• Integrity: We operate with transparency, honesty, and integrity in all our interactions.
• Empowerment: We empower our team members to make decisions, take ownership, and drive results.
• Compassion: We demonstrate empathy, kindness, and understanding in every interaction.
• Collaboration: We work together as a team, sharing knowledge, expertise, and resources to achieve our goals.
• Fun: We believe that work should be enjoyable, and we strive to create a positive, engaging work environment.

EEO Statement

arenaflex is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age, or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.

How to Apply

If you're passionate about delivering exceptional customer service and support, and you're looking for a dynamic and rewarding career opportunity, apply now! Apply for this job