Experienced Customer Service Representative Lead - Remote in Las Vegas, NV

At arenaflex, we're dedicated to delivering care, aided by technology to help millions of people live healthier lives. Our team is passionate about connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. As a Customer Service Representative Lead, you'll play a vital role in improving health outcomes by providing exceptional customer service and support to our clients. If you're a motivated and compassionate leader who thrives in a dynamic environment, we encourage you to join our team and start making a difference in the lives of others.

About arenaflex

arenaflex is a global organization that's committed to advancing health equity on a global scale. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our culture is guided by diversity and inclusion, and we're proud to be an Equal Employment Opportunity / Affirmative Action employer. We're dedicated to creating a healthier atmosphere by fostering a workplace that's inclusive, supportive, and empowering.

Job Summary

As a Customer Service Representative Lead, you'll be responsible for supporting our Call Center Supervisors and Managers in ensuring the department operates efficiently and delivers high-quality customer service. You'll act as a primary resource for agents, providing guidance and support to help them resolve customer inquiries and issues. You'll also be responsible for training and developing new team members, as well as identifying and assessing talent for potential peer trainers.

Primary Responsibilities

* Acts as a primary resource for handling staff inquiries regarding policies and procedures

• Communicates procedural changes and guidelines to department staff
• Works with Supervisors to sustain high associate morale and motivation
• Executes customer service utilizing a professional tone and manner
• Training: Identifies and assesses talent for potential peer trainers, conducts training for newly appointed peer trainers
• Accuracy: Acquires no more than 6 scheduling errors in the calendar year, remains accountable for relaying accurate information to advocates while maintaining 95% call handle rate in CEAQ
• Acts as a facilitator to resolve conflicts on the team and ensures accurate and timely communication of concerns to management
• Receives and processes STAT priority referrals
• Acts as a mentor/coach for call center advocates, ensuring they meet monthly metrics
• Performs other duties as assigned

Essential Qualifications

* High School Diploma / GED or equivalent work experience

• Must be 18 years of age or older
• Minimum 1+ years of experience in a Healthcare environment
• 1 year of experience as a team lead and/or training
• Working knowledge of computerized telephone systems and ACD
• Healthcare/Managed Care and/or insurance industry knowledge
• Working knowledge of APM, Centricity-RIS, Touchworks/Allscripts, and ImpactMD
• Knowledge of MS Office, with emphasis on Excel
• Able to provide excellent Customer Service and proper telephone etiquette
• Thorough knowledge of state and federal laws that apply to the department
• Proficient in MS Office
• Excellent interpersonal skills
• Oral, written, communication, and composition skills
• Ability to listen, document, and track problem areas
• Excellent leadership and time management skills
• Ability to work independently and with confidential information
• Must have initiative
• Maintain a positive attitude with supporting departmental goals and objectives
• Must have the ability to work swiftly and efficiently without compromising quality customer service
• Organizational skills
• Flexible and able to commit to departmental goals, including overtime as needed, shift changes, etc.

Preferred Qualifications

* Medical Terminology

• CPT and ICD-10 coding
• 1 year of experience in a call center
• Work experience as a team lead

Telecommuting Requirements

* Reside within a reasonable distance from our Las Vegas, NV office

• Ability to keep all company-sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service

Physical and Work Environment

* Normal Call Center environment with heavy phone and computer usage

• Moderate standing and walking
• All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy

Compensation and Benefits

* Hourly range: $19.47 - $38.08 per hour

• Pay is based on several factors, including local labor markets, education, work experience, certifications, etc.
• Comprehensive benefits package, including medical, dental, and vision insurance
• Incentive and recognition programs
• Equity stock purchase and 401(k) contribution (subject to eligibility requirements)

Why Join arenaflex?

* Opportunity to make a difference in the lives of others

• Collaborative and dynamic work environment
• Comprehensive benefits package and competitive compensation
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance
• Commitment to diversity, equity, and inclusion

How to Apply

If you're a motivated and compassionate leader who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex. Apply for this job