Senior Customer Service Representative – Health Insurance and Benefits Expert

At arenaflex, we're on a mission to deliver care, aided by technology to help millions of people live healthier lives. As a Senior Customer Service Representative, you'll play a vital role in connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Join our team and be part of a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities.

About arenaflex

arenaflex is a global organization that's dedicated 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 team is passionate about making a difference in the lives of our customers and the communities we serve.

Job Summary

We're seeking an experienced and customer-focused Senior Customer Service Representative to join our team. As a Senior Customer Service Representative, you'll be responsible for providing exceptional customer service to our clients, resolving complex issues, and educating customers on our products and services. You'll work closely with our team to drive continuous improvement, analyze phone support data, and communicate patterns and trends to internal stakeholders.

Key Responsibilities

* Communicate common problems/questions presented by callers to appropriate Subject Matter Experts to drive continuous improvement

• Educate callers on available products/services, including features, functionality, options, additional offerings, preventive services, and age-related services
• Educate callers on self-service resources available to them and their responsibilities with regard to their health care coverage
• Refer callers to other resources applicable to their questions/issues, where appropriate
• Review/analyze phone support data/metrics and communicate patterns/trends to internal stakeholders, as needed
• Provide training/mentoring to other team members, as needed
• Participate in customer site visits, as needed
• Demonstrate knowledge of applicable health care terminology and products/services
• Obtain and apply knowledge of benefit structures/designs for contracted or acquired companies
• Ensure compliance with applicable legal/regulatory requirements
• Maintain knowledge of information/process changes due to healthcare reform
• Demonstrate knowledge of established workflows and support processes
• Identify inaccurate/inconsistent information found in systems/tools and communicate to appropriate resources
• Apply knowledge of applicable Service Level Agreements (SLAs) and Performance Guarantees when interacting with callers
• Maintain ongoing communications with callers during the resolution process
• Manage caller conversations appropriately, including providing a good first impression, commanding attention and respect, and maintaining a professional tone
• Demonstrate understanding of internal/external factors that may drive caller questions/issues
• Ask appropriate questions and listen actively to identify underlying questions/issues
• Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue
• Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
• Proactively contact external resources as needed to address caller questions/issues
• Utilize appropriate knowledge resources to drive resolution of applicable questions/issues
• Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines
• Offer additional options to provide solutions/positive outcomes for callers
• Make outbound calls to resolve caller questions/issues
• Drive resolution of caller questions/issues on the first call whenever possible
• Ensure proper documentation of caller questions/issues

Essential Qualifications

* High School Diploma or GED

• 2+ years of claims and/or provider contracting experience
• 2+ years of customer response/customer service experience
• Ability to work our normal business hours of 9:30am – 6:00pm CST
• Ability to successfully complete the Customer Service training during hours of 8:00am – 4:00pm CST, Monday – Friday, and demonstrate proficiency of the material
• Must be 18 years of age or older

Preferred Qualifications

* Bachelor's degree in a related field

• Experience working in a health insurance or benefits environment
• Experience working with customers in a call center environment
• Knowledge of health care terminology and products/services
• Experience with customer service software and systems

Soft Skills

* Ability to multitask

• Excellent communication and interpersonal skills
• Strong problem-solving and analytical skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong attention to detail and organizational skills
• Ability to work independently and as part of a team

Telecommuting Requirements

* Reside within 30 miles of the following office location: 4770 Regent Blvd., Irving, TX 75063

• 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

Benefits and Compensation

* Competitive salary and benefits package

• Comprehensive health insurance and wellness programs
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for career growth and professional development
• Recognition and rewards for outstanding performance

Diversity and Inclusion

* arenaflex is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

• arenaflex is committed to creating a diverse and inclusive work environment that reflects the communities we serve.

How to Apply

If you're passionate about delivering exceptional customer service and making a difference in the lives of our customers, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply for this job