Experienced Full Stack Customer Service Representative – Insurance and Healthcare
Join arenaflex's Dynamic Team as a 100% Remote Contact Center Agent
Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! arenaflex is seeking an experienced and dedicated Contact Center Agent to join our team as a 100% remote customer service representative.
About arenaflex
arenaflex is a leading healthcare organization dedicated to providing quality services to our members and providers. With a strong commitment to innovation, customer satisfaction, and employee well-being, we strive to make a positive impact in the lives of those we serve. Our dynamic team is passionate about delivering exceptional experiences, and we're excited to welcome like-minded individuals to join our ranks.
Job Summary
As a Contact Center Agent, you will be the frontline of our operations, ensuring member satisfaction through effective communication, problem resolution, and client education. This role is pivotal in providing top-notch assistance to our members and providers, addressing a wide range of inquiries related to insurance, applications, and claims across various product lines, including Medicare and Medicaid. Your role will also include retention of membership, handling dis-enrollments, and escalating issues that require further intervention.
Key Responsibilities
* Interact with providers and members via phone to provide information in response to inquiries, concerns, and questions about insurance coverage and products arenaflex offers
- Transfer calls from members and providers to the appropriate department
- Follow-up on inquiries and complaints that have not been resolved
- Interact with customers to provide information in response to inquiries about products and services
- Perform research on billing inquiries and claims to provide payments and refunds
- Act as a liaison between various departments to address concerns
- Identify, research, and resolve customer issues using the computer system
- Follow-up on customer inquiries not immediately resolved
- Research member/provider billing and claims issues
- Research payment and refund issues
- Handle and resolve customer complaints
- Ability to navigate through automated information systems to analyze the caller's situation
- Ability to perform in a fast-paced, changing environment
- Speak in a way the customer can understand
- Serve as liaison between the customer and various departments
- Other duties as assigned by the management team related to job functions (sort incoming faxes, correspondence, fax transportation forms, etc.)
- May be required to work some overtime as the business requires
- May be required to work flexible schedules (nights, weekends), or change schedules as it is determined necessary based on the needs of the business, which are subject to change
- Demonstrates the ability to perform in a highly metric-driven environment, maintaining minimum quality scores or better
Requirements
* High School Diploma or GED
- Work experience in a face-to-face or call center environment
- Experience multitasking between programs and completing required data entry of client demographics or client lookup systems while talking to arenaflex customers
- Work experience using a corporate email system
- Experience navigating through system applications on a desktop computer or laptop
- Adapt to a fast-paced and ever-changing environment
- Flexibility to work evening and weekends due to business needs
Preferred Qualifications
* Highly preferred – Ability to proficiently read, write, and speak English and either: Russian, Mandarin, Cantonese, or Spanish
- Healthcare industry work experience
- Call center experience in a metrics-driven environment
- Previous healthcare work experience interacting with members and/or providers
Compensation and Benefits
* Competitive salary range: $39,208 – $52,000 (Greater New York City Area, NY, NJ, CT residents) or $34,091 – $49,920 (All Other Locations, within approved locations)
- Overtime and quarterly bonuses averaging $1,100 every three months
- Comprehensive benefits package, including medical, dental, vision, basic life and accident insurance, flexible reimbursement accounts, employee assistance plan, arenaflex 401(k) plan, and more
- Opportunities for career growth and professional development
- A dynamic and supportive work environment
What We Offer
* A 6-week paid virtual training program to ensure your success in the role
- A flexible and remote work arrangement, allowing you to work from the comfort of your home
- Opportunities for career growth and professional development
- A comprehensive benefits package, including medical, dental, vision, basic life and accident insurance, flexible reimbursement accounts, employee assistance plan, arenaflex 401(k) plan, and more
- A dynamic and supportive work environment
How to Apply
If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and join our dynamic team at arenaflex!
Equal Opportunity Employer
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. Apply for this job