Experienced Full Stack Customer Service Representative – Healthcare Call Center Support

Job Summary:

Join arenaflex, a leading provider of innovative healthcare solutions, as a Senior Customer Service Representative (L2) in our Lafayette-Remote location. As a key member of our ServicePlus team, you will play a vital role in delivering exceptional customer service and support to Indiana Medicaid members through inbound and outbound calls. If you're passionate about making a difference in people's lives, possess excellent communication skills, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity.

About arenaflex:

arenaflex is a dynamic and forward-thinking organization that is committed to making a positive impact in the healthcare industry. Our company values are built around the principles of "Make a Difference," "Help First," "Straight Talk," "Grow or Die," and "Victor, Not Victim." We believe in fostering a culture of empathy, respect, and open communication, where our employees feel valued, supported, and empowered to grow professionally and personally.

Job Responsibilities:

As a Senior Customer Service Representative (L2), you will be responsible for:

• Providing exceptional customer service and support to Indiana Medicaid members through inbound and outbound calls, ensuring accurate and timely resolution of their inquiries and concerns.
• Educating members on Medicaid policies and procedures, including enrollment, redetermination, plan options, and benefits.
• Maintaining accurate and up-to-date member records and documentation of all interactions in the call center system.
• Utilizing various systems and software applications, such as electronic health record systems, eligibility systems, claims, and customer relationship management (CRM) systems, to assist members.
• Effectively utilizing Interpretive Language Services for non-English speaking members.
• Transferring calls to the client's call center as appropriate and assisting with client outreach requests and follow-ups.
• Meeting individual and team performance goals, including accuracy of information provided, quality of calls, and productivity metrics.
• Adhering to the company's values and confidentiality policy at all times.

Essential Functions:

* Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment.

• Meet individual and team performance goals.
• Maintain accurate and up-to-date member records throughout all databases.
• Transfer calls to the client's call center as appropriate.
• Adhere to the company's values and confidentiality policy at all times.

Competencies:

* Working knowledge in Microsoft Office and auto dialer tools.

• Demonstrates the capability to efficiently manage multiple systems and software applications simultaneously.
• Ability to accurately communicate summary information in a written format.
• Excellent interpersonal and communication skills (both verbal and written) necessary to interact with members, staff, guests, providers, and clients.
• Critical thinking and listening skills.
• Independent problem identification/resolution and decision-making skills.
• Conflict resolution and negotiation skills.
• Empathetic and sincere, superior rapport building skills.
• Excellent verbal communication skills.
• Familiarity with medical terminology to explain healthcare benefits and ensure each member's needs are appropriately met.
• Ability to type at a minimum of 45 wpm.

Work Environment:

This job operates in a professional office environment, and you will be required to work in a remote setting. You will use standard office equipment such as computers, computer phone headsets, and phones.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, use hands to finger, handle or feel; and reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Position Type and Expected Hours of Work:

This is a full-time position, and shifts are scheduled at times when the Call Center is open Monday through Friday, 7:00 a.m. to 7 p.m. Central time. Evening and weekend work may be required as job duties demand and for team meetings.

Travel:

No travel is expected for this position.

Required Education and Experience:

* High school diploma or GED.

• One or two years' experience in insurance or a related field.
• Knowledge of Medicaid and medical terminology.
• Experience with Artiva software or similar systems.

Preferred Education and Experience:

* One or two years' experience in a call center environment.

• Bi-lingual.
• Accounts Payable experience.
• Familiarity with electronic health record systems and customer relationship management (CRM) systems.

Additional Eligibility Qualifications:

* Ability to handle complex accounts with little to no assistance.

• Ability to use the non-conformity to escalate issues.
• Ability to pass a knowledge assessment.

Benefits:

* 401(k) plan.

• Dental insurance.
• Health insurance.
• Paid time off.
• Vision insurance.

How to Apply:

If you're a motivated and customer-focused individual who is passionate about making a difference in people's lives, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Apply for this job