Experienced Customer Experience Representative III - Remote

Join arenaflex Today and Unlock a World of Opportunities

Are you a customer experience enthusiast with a passion for delivering exceptional service? Do you thrive in fast-paced environments where no two interactions are ever the same? Look no further! arenaflex is seeking an experienced Customer Experience Representative III to join our remote team. As a key member of our customer support team, you will be responsible for providing top-notch service to our members and providers, resolving complex issues, and exceeding customer expectations.

About arenaflex

arenaflex is a leading healthcare organization dedicated to providing innovative solutions to the healthcare industry. With a strong commitment to customer satisfaction, we strive to deliver exceptional service to our members and providers. Our team is passionate about making a difference in the lives of our customers, and we're looking for like-minded individuals to join our mission.

Job Summary

As a Customer Experience Representative III, you will be the face of arenaflex, providing service support to members and providers through various communication channels, including phone, chat, email, and off-phone work. You will be responsible for resolving complex issues, providing product and service information, and identifying opportunities to improve our member and provider experiences. Your exceptional customer service skills, combined with your ability to work in a fast-paced environment, will make you an invaluable asset to our team.

Key Responsibilities

* Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products.

• Handle escalated calls on behalf of management.
• Provide excellent customer service for all call center communication channels.
• Accurately document all member/provider communication.
• Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled and work over-time and/or weekends, as needed.
• Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations.
• Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the customer's needs.
• Achieve individual performance goals established for this position in the areas of call quality, attendance, and scheduled adherence.
• Engage and collaborate with other departments.
• Demonstrate personal responsibility and accountability by taking ownership of the call/issue and following it through to resolution, on behalf of the customer, in real time or through timely follow-up with the customer.
• Support member needs for a wide variety of inquiries and assistance involving their benefits, claims, premiums, and other areas, including very complex issues.
• Conduct initial research and work to immediately resolve issues. Appropriately escalate issues based on established risk criteria.
• Support provider needs for a wide variety of inquiries and assistance involving claims, authorizations, appeals, contracting, credentialing, and other areas, including the most complex issues.
• Proficient in three or more lines of business (for example, Medicare, Medicaid, Marketplace, MMP) for members services, provider services, and member retention.
• Respond to incoming calls from providers on a variety of issues of varying complexity, including highly complex or executive issues.
• Complete research for state, legislative, or regulatory inquiries as applicable.
• Gather information to critically evaluate options, seeking alternative perspectives to identify root causes and develop solutions.
• Achieve individual performance goals as it relates to call center objectives.
• Proactively engage and collaborate with other departments as required.
• Demonstrate personal responsibility and accountability by meeting or exceeding attendance and schedule adherence expectations.
• Assist with formal training needs of other employees along with new hire or training classes as needed.
• Support provider and member needs for a wide variety of inquiries involving member eligibility and covered benefits.
• Provide inquiry assistance involving claims, authorizations, appeals, contracting, credentialing, and other provider-related issues.
• Support other inquiry areas, including the most complex issues.
• Conduct initial research and work to immediately resolve issues. Appropriately escalate issues based on established risk criteria.
• Recommend and implement programs to support member needs.
• Resolve member inquiries and complaints fairly and effectively to ensure member retention.
• Respond to incoming calls from members and providers.
• Conduct member satisfaction assessment services and other member surveys as applicable and based on business needs.
• Assist other retention or inbound functions as dictated by service level requirements.
• Remain professional and courteous in verbal and written communications, utilizing concise and effective language at all times.

Essential Qualifications

* Associate's Degree or equivalent combination of education and experience.

• 3-5 years of customer service or sales experience in a fast-paced, high-volume environment.
• Proficient in systems utilized, including Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, Availity, Molina Provider Portal, and others as required by line of business or state.
• Strong communication and interpersonal skills, with the ability to work effectively with diverse populations.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
• Ability to work independently and as part of a team, with a strong commitment to customer satisfaction.

Preferred Qualifications

* Bachelor's Degree or equivalent combination of education and experience.

• 5-7 years of customer service or sales experience in a fast-paced, high-volume environment.
• Broker/Healthcare insurance licensure.
• Experience working in a healthcare environment, with knowledge of healthcare products and services.

What We Offer

* Competitive salary and benefits package.

• Opportunity to work in a dynamic and fast-paced environment.
• Collaborative and supportive team culture.
• Professional development and growth opportunities.
• Recognition and rewards for outstanding performance.
• Flexible work arrangements, including remote work options.

How to Apply

If you're a customer experience enthusiast with a passion for delivering exceptional service, we want to hear from you! Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you and learn more about your qualifications and experience.

Equal Opportunity Employer

arenaflex is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job