Experienced Contact Center Agent - Customer Service Representative (100% Remote)

At arenaflex, we're committed to providing exceptional customer service to our members and providers. As a Contact Center Agent, you'll 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 such as Medicare and Medicaid.

About arenaflex

arenaflex is a dynamic and innovative company that's dedicated to providing quality healthcare services to our members. We're a remote-friendly organization that values flexibility, work-life balance, and employee well-being. Our mission is to provide exceptional customer service, support, and education to our members and providers, empowering them to make informed decisions about their healthcare.

Job Summary

We're seeking an experienced Contact Center Agent to join our team. As a Contact Center Agent, you'll be responsible for interacting with providers and members to provide information in response to inquiries, concerns, and questions about insurance coverage and products arenaflex offers. You'll also be responsible for transferring calls, following up on inquiries and complaints, and acting as a liaison between various departments to address concerns.

Key Responsibilities

* Interact with providers and members 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

Work Environment and Culture

As a remote-friendly organization, we offer the flexibility to work from the comfort of your home. Our team is dynamic, innovative, and committed to providing exceptional customer service. We value work-life balance, employee well-being, and professional growth. Our company culture is built on the principles of respect, empathy, and open communication.

Compensation and Benefits

* Competitive salary range: $39,208 - $52,000 (Greater New York City Area) or $34,091 - $49,920 (All Other Locations)

• Overtime pay and quarterly bonuses averaging $1,100 every three months
• Comprehensive benefits package, including medical, dental, and vision coverage, incentive and recognition programs, life insurance, and 401(k) contributions
• Opportunities for career growth and professional development

Career Growth Opportunities

As a Contact Center Agent, you'll have the opportunity to grow your career in various areas, including performance support, Senior Agent roles, people leader roles, business analytics, workforce effectiveness, and other areas. Our company is committed to providing opportunities for professional growth and development, empowering you to reach your full potential.

How to Apply

If you're passionate about providing exceptional customer service and are looking for a dynamic and innovative company to grow your career, we encourage you to apply. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or licenses.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We welcome applications from diverse candidates and are committed to providing a workplace that is inclusive, respectful, and free from discrimination. We believe in providing equal opportunities for all employees, regardless of their mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability, or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

Contact Us

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you and exploring how you can contribute to our mission of providing quality healthcare services to our members. Apply for this job