Experienced Customer Service Representative – Multilingual Contact Center Agent in Remote Home Office

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our members' expectations. As a key member of our dynamic team, you'll play a vital role in ensuring that our members receive top-notch assistance and support through effective communication, problem resolution, and client education. If you're passionate about delivering world-class customer service and have a flair for languages, we invite you to join our team as a Contact Center Service Agent.

About arenaflex

arenaflex is a leading provider of innovative healthcare solutions, dedicated to improving the lives of our members and providers. With a strong commitment to quality, compassion, and customer satisfaction, we strive to create a positive impact on the communities we serve. Our dynamic team is passionate about delivering exceptional experiences that exceed our members' expectations.

Job Summary

As a Contact Center Service Agent, you'll be the frontline of our operations, interacting with members and providers to provide information, resolve issues, and educate them about our insurance products and services. You'll be responsible for handling a wide range of inquiries related to Medicare and Medicaid, as well as other product lines. Your role will also involve retention of membership, handling dis-enrollments, and escalating issues that require further intervention.

Key Responsibilities

* Interact with members and providers by phone to provide information, resolve issues, and educate them about our insurance products and services

• 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
• 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.)

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

What We Offer

* Competitive salary commensurate with your location and experience

• Eligibility for overtime and quarterly bonuses averaging $1,100 every three months
• Career growth opportunities in performance support, senior agent roles, people leader roles, business analytics, workforce effectiveness, and other areas
• Outstanding benefits package, including medical, dental, vision, basic life and accident insurance, flexible reimbursement accounts, employee assistance plan, Healthfirst 401(k) plan, and more
• 6-week paid virtual training program, classroom-based and scheduled between 9:30 am to 5:30 pm EST, Monday through Friday, depending on the required shift
• Work schedule requires availability for any shift between 8 am to 8 pm EST, including weekends and holidays as needed, to meet our business demands

Work Environment and Culture

* arenaflex is committed to creating a positive and inclusive work environment that fosters growth, innovation, and collaboration

• Our team is passionate about delivering exceptional customer experiences and is dedicated to making a positive impact on the communities we serve
• We offer a dynamic and fast-paced work environment that requires adaptability, flexibility, and a willingness to learn and grow

How to Apply

If you're passionate about delivering world-class customer service and have a flair for languages, we invite you to apply for this exciting opportunity. Please submit your application and complete the Contact Center Pre-Hire Assessment to demonstrate your skills and qualifications. We look forward to the possibility of you joining our team and contributing to our mission of providing quality healthcare services.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and free from discrimination. If you have a disability under the Americans with Disability Act or a similar law and require a reasonable accommodation to assist with your job search or application for employment, please contact us. Apply for this job