Experienced Contact Center Agent – Customer Service Representative – Remote Opportunity at arenaflex

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our members' expectations. As a Contact Center Agent, you'll play a vital role 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. If you're passionate about delivering world-class customer service and have a knack for problem-solving, we want to hear from you!

About arenaflex

arenaflex is a leading healthcare organization dedicated to providing quality healthcare services to our members. We're a dynamic team of professionals who share a common goal: to make a positive impact on people's lives. Our commitment to excellence, innovation, and customer satisfaction drives everything we do. As a remote Contact Center Agent, you'll be part of a team that's passionate about delivering exceptional service, every time, every touchpoint.

Job Summary

As a Contact Center Agent, you'll be the frontline of our operations, ensuring member satisfaction through effective communication, problem resolution, and client education. Your role will include:

• Interacting with members and providers by phone to provide information in response to inquiries, concerns, and questions about insurance coverage and products arenaflex offers
• Transferring calls from members and providers to the appropriate department
• Following up on inquiries and complaints that have not been resolved
• Interacting with customers to provide information in response to inquiries about products and services
• Performing research on billing inquiries and claims to provide payments and refunds
• Acting as a liaison between various departments to address concerns
• Identifying, researching, and resolving customer issues using the computer system
• Following up on customer inquiries not immediately resolved
• Researching member/provider billing and claims issues
• Researching payment and refund issues
• Handling and resolving customer complaints
• Ability to navigate through automated information systems to analyze the caller's situation
• Ability to perform in a fast-paced, changing environment
• Speaks in a way the customer can understand
• Serves 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.)

Responsibilities

* Provide exceptional customer service to members and providers through phone interactions

• Respond to inquiries, concerns, and questions about insurance coverage and products arenaflex offers
• Transfer calls to the appropriate department as needed
• Follow up on unresolved inquiries and complaints
• 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
• Speaks in a way the customer can understand
• Serves as liaison between the customer and various departments

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 look-up 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 commensurate with your location

• Prior experience in a contact center, healthcare, and/or bilingual language proficiency may warrant higher rates
• Eligible for overtime and quarterly bonuses averaging $1,100 every three months
• Comprehensive benefits package, including:

+ Medical, dental, and vision coverage + Incentive and recognition programs + Life insurance + 401(k) contributions

• Opportunities for career growth and professional development

Work Environment and Culture

* 100% remote work opportunity

• Flexible work schedule, including evenings and weekends
• Collaborative and dynamic team environment
• Opportunity to work with a leading healthcare organization
• Commitment to excellence, innovation, and customer satisfaction

How to Apply

If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we want to hear from you! Apply now to join our team as a Contact Center Agent at arenaflex. Apply Job!

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We consider applicants and employees for positions and are evaluated without regard to 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. Apply for this job