Experienced Full Stack TRICARE Customer Service Representative – East Coast

Join arenaflex, a leading healthcare organization, in our mission to serve America's heroes. As a TRICARE Customer Service Representative, you will be at the forefront of facilitating healthcare needs for our military populations, providing exceptional customer service in a fast-paced contact center environment.

About arenaflex

arenaflex is a healthcare organization dedicated to serving our nation's heroes. With a rich history dating back to 1996, we have been committed to connecting America's heroes to healthcare in their communities. Our team is passionate about serving others, and we believe in rewarding loyal and hardworking individuals who are willing to learn and grow. We value teamwork and offer a comprehensive compensation and benefits package that includes medical, dental, and vision coverage, paid time off, 401(k) retirement savings plan, and more.

Job Summary

As a TRICARE Customer Service Representative, you will be responsible for providing outstanding customer service to TRICARE beneficiaries and providers through phone, chat, email, or written correspondence. You will respond to inbound calls, chat, email, or other written correspondence regarding enrollment, claims, referrals, and authorizations, and appointments. You will also be responsible for accurately and professionally answering healthcare inquiries, taking ownership of issues, and utilizing sound judgment to resolve customer issues on the initial contact.

Key Responsibilities

* Accurately and professionally answer healthcare inquiries and provide resolutions to TRICARE beneficiaries & providers over the phone, chat, email, or other written correspondence.

• Effectively and professionally answer customer inquiries by taking ownership of issues, utilizing sound judgment, and the tools at your disposal to resolve customer issues on the initial contact.
• Meet department productivity and performance metrics, including consistent and regular attendance, adhering to published schedules, and prioritizing workload to answer incoming calls.
• Document customer interactions and cases in a customer relationship management (CRM) system.
• Participate in continuous training to become fully proficient in resolving all customer inquiries.
• Regular and consistent attendance.

Competencies

* Commitment to Task: Ability to conform to established policies and procedures; exhibit high motivation.

• Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.
• Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, arenaflex Intranet, the Internet, and department software applications.
• Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required.
• Empathy / Customer Service: Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position.
• Information Management: Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions.
• High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.
• Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.
• Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.
• Technical Skills: Proficient data entry skills; ability to meet daily call and chat requirements.

Education & Experience

* Required: + High School diploma or GED + U.S. Citizenship + Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation. + At least two years of professional work experience in a customer service environment + Excellent verbal and writing skills. + Technology literate and experienced in navigating multiple screens or web browsers at one time and proven ability to work independently in a remote work environment.

• Preferred:

+ TRICARE customer service experience + Contact center experience to include call center chat messaging + Military connectedness

Working Conditions

* Ability to cover any work shift

• Ability to work overtime, if needed
• Onsite: Works within a standard office environment
• Remote: Private and secure work space and work station with high speed internet is required.
• Extensive computer work with prolonged sitting, wearing of headset, typing, speaking on a phone

Benefits

arenaflex offers a comprehensive and progressive compensation and benefits package that includes:

• Medical, Dental, and Vision Coverage
• Generous paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time
• Annual base salary for Washington D.C. residents: $39,000 - $50,000 depending on experience*

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, arenaflex strives to create an inclusive environment that cultivates and supports diversity at every organizational level, including hiring and retaining a diverse workforce, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other consideration made unlawful by applicable federal, state, or local laws.

How to Apply

If you are passionate about serving those who served and are looking for a challenging and rewarding career opportunity, please submit your application to arenaflex today! Apply for this job