Job Title: Experienced Customer Service Intake Representative – Work from Home – arenaflex Central Standard Time Zone in the USA
Job Description:
About arenaflex
At arenaflex, we're passionate about delivering exceptional patient-provider care and making a meaningful difference in the lives of our customers. As a subsidiary of Cigna, we're part of a global healthcare leader that's committed to improving health and increasing vitality. Our Non-Clinical team is dedicated to helping manage the benefits needs of inbound callers from start to finish, and we're looking for talented individuals like you to join our team!Job Summary
We're seeking an experienced Customer Service Intake Representative to join our team in a work-from-home setting. As a key member of our team, you'll be responsible for handling inbound calls from Health Plan clients, providers, and imaging centers seeking pre-authorization. You'll work closely with our clients to resolve their inquiries and complaints in a timely and professional manner, while maintaining a high level of customer satisfaction.Responsibilities
As a Customer Service Intake Representative, you'll be responsible for:- Accepting a daily average of 100-125 inbound calls from Health Plan clients, providers, and imaging centers seeking pre-authorization.
- Properly handling and verifying patient records under HIPPA and PHI, and securing confidentiality for each call.
- Accepting multiple back-to-back calls utilizing various applications on multiple screens, and properly entering all patient, provider, and imaging center data.
- Following the complete formal script pathway with each caller, identifying and transferring any calls that cannot be resolved via the formal script to the appropriate person or department.
- Remaining client-focused at all times, with the ability to independently resolve customer inquiries and complaints with one-call resolution.
- Attending 100% of an 8-week training program, which will include live call participation training.
- Meeting or exceeding all performance metrics through accurate call handling and high-quality calls.
Qualifications
To be successful in this role, you'll need:- A High School diploma or equivalent.
- Prior customer service background, preferably in a healthcare setting.
- Intermediate proficiency in Microsoft Outlook, with strong written, organizational, and verbal communication skills.
- Excellent customer focus orientation, with the ability to diffuse difficult callers constructively.
- Takes accountability and ownership to efficiently solve problems.
- An engaged, coachable, upbeat attitude, with a willingness to be a positive role model for your peers.
- A team player who exchanges personal knowledge, offers and accepts support.
- Flexible, open-minded, and able to adapt positively to business changes or needs.
- Self-confident and empowered to use good judgment to do what is right, and keep all promises.
Requirements for Working from Home
If you'll be working from home occasionally or permanently, you'll need to ensure that your internet connection meets the following requirements:- A cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
Compensation and Benefits
We offer a competitive hourly rate of $17-$19, depending on experience and geographic location. This role is also anticipated to be eligible to participate in an annual bonus plan. In addition, you'll enjoy a comprehensive range of benefits, including:- A comprehensive health insurance package, including medical, vision, dental, and well-being and behavioral health programs.
- A 401(k) plan with company match.
- Company-paid life insurance.
- Tuition reimbursement.
- A minimum of 18 days of paid time off per year and paid holidays.