Experienced Customer Service Representative – TRICARE Program Support (Remote Position)

At arenaflex, we're dedicated to delivering exceptional customer service to our beneficiaries, end-users, and clients. As a Customer Service Representative supporting our TRICARE program, you'll play a vital role in providing empathetic and efficient assistance to those navigating the program's benefits. If you're passionate about delivering top-notch customer service and have a knack for problem-solving, we encourage you to apply for this exciting opportunity.

Overview of arenaflex and the TRICARE Program

arenaflex is a leading provider of business services to governments, helping them operate health and human services programs. Our TRICARE program support team is committed to delivering exceptional customer service to beneficiaries, family members, military personnel, and medical providers. As a Customer Service Representative, you'll be part of a dynamic team that's dedicated to making a positive impact on the lives of those we serve.

Key Responsibilities

As a Customer Service Representative, you'll be responsible for:

• Providing customer service for basic and routine inquiries and problems via multiple channels (telephone, emails, web chats, or written letters)
• Using computerized systems for tracking, information gathering, and troubleshooting
• Providing feedback and input on call trends, processes, procedures, and training
• Responding to customer inquiries by referring them to published materials, secondary sources, or more senior staff
• Ensuring incoming communications are answered promptly, appropriately, and courteously
• Demonstrating a "can do" and professional attitude when servicing beneficiaries and clients
• Providing informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits
• Retrieving, researching, and analyzing data from multiple databases to answer client concerns
• De-escalating and managing complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager
• Accurately performing all data entry functions to reflect and document client activity/transactions
• Meeting performance requirements and maintaining knowledge of project policies and procedures
• Actively participating in and supporting departmental and organizational quality initiatives and goals
• Maintaining effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment

Essential Qualifications

* High school diploma or equivalent with 6 months of customer service experience

• Ability to obtain US Security Clearance
• Must be a US Citizen
• Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs
• Ability to speak and read English clearly, professionally, and fluently
• Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools

Preferred Qualifications

* Bachelor's Degree or equivalent government or private-sector work experience

• Minimum of 1+ years of contact center experience, preferably in a healthcare-related environment
• Minimum 3+ years of experience in delivering excellent customer service in a high-paced environment
• Experience with healthcare insurance plans and billing
• Experience with military health programs
• Experience of healthcare terms
• Ability to speak Spanish, highly desirable

Skills and Competencies

* Excellent written and oral communication skills

• Strong interpersonal skills with the ability to build relationships
• Proactive, self-starter with the ability to work well in a team environment
• Detail-oriented with good organizational skills and capable of effectively prioritizing and multitasking

Remote Work Requirements

* HIPAA-compliant workspace: Private and secure workspace away from others, noise, and distractions

• Reliable high-speed internet: Ethernet/hard-wired connection (no WiFi or Hotspots)
• Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Representative, you'll have opportunities to:

• Develop your skills and knowledge in customer service, healthcare, and government programs
• Participate in training and development programs to enhance your performance and career advancement
• Collaborate with a dynamic team of professionals who share your passion for delivering exceptional customer service
• Contribute to the success of our TRICARE program support team and make a positive impact on the lives of those we serve

Work Environment and Company Culture

arenaflex is a diverse and inclusive workplace that values its employees' contributions and perspectives. As a Customer Service Representative, you'll be part of a team that's committed to delivering exceptional customer service and making a positive impact on the lives of those we serve. Our company culture is built on the following values:

• Respect: We value and respect our employees, customers, and stakeholders.
• Integrity: We operate with integrity, honesty, and transparency in all our interactions.
• Excellence: We strive for excellence in everything we do, from delivering exceptional customer service to achieving our business objectives.
• Teamwork: We collaborate and work together as a team to achieve our goals and make a positive impact on the lives of those we serve.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Hourly base pay: $18.75
• Opportunities for career advancement and professional growth
• Comprehensive benefits package, including health, dental, and vision insurance
• Paid time off and holidays
• Access to training and development programs to enhance your performance and career advancement

How to Apply

If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an Affirmative Action/Equal Opportunity Employer. We're committed to creating a diverse and inclusive workplace that values the contributions and perspectives of all employees. We welcome applications from qualified candidates who share our values and are passionate about delivering exceptional customer service.

Pay Transparency

arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. Apply for this job