Experienced Customer Care Representative I - Claims and Intake Application Support

At arenaflex, we're dedicated to delivering exceptional customer service and innovative solutions to our clients. As a Customer Care Representative I, you'll play a vital role in providing compassionate and professional support to claimants and clients across the country. If you're passionate about delivering outstanding customer experiences, working in a fast-paced environment, and growing your career in a dynamic organization, we want to hear from you.

Job Summary:

As a Customer Care Representative I, you'll be responsible for managing inbound calls for claimant-related leaves and/or Intake applications, performing outbound voice work tasks related to selected clients and claimants, and providing exceptional customer service. You'll work in a team-oriented, dynamic inbound/outbound call center environment, handling a high volume of calls while maintaining a high level of professionalism, integrity, and compassion. If you're a motivated and customer-focused individual with excellent communication skills, we encourage you to apply for this exciting opportunity.

Key Responsibilities:

* Manage inbound calls for claimant-related leaves and/or Intake applications, providing timely and efficient support to clients and claimants across the country

• Perform outbound voice work tasks related to selected clients and claimants, ensuring accurate and effective communication
• Answer inbound calls from clients and claimants, addressing their inquiries and concerns in a professional and empathetic manner
• Accurately file and document client/claimant-specific information into the applicable system, adhering to all department standards
• Respond to client and claimant inquiries in a timely and efficient manner, consistently delivering exceptional customer service
• Resolve routine administrative technical issues for applicable source systems, demonstrating confidence and strong decision-making skills
• Answer related claims questions for applicable clients specific to the Intake process and reporting missed time
• Maintain and protect personal health information, adhering to HIPAA rules and regulations
• Demonstrate a high level of confidentiality and discretion when handling sensitive information
• Work independently and remotely, managing your time effectively to meet departmental deadlines and key performance indicators

Essential Qualifications:

* Proven experience in providing quality customer service, preferably in a call center environment

• Strong customer service skills, including politeness, friendliness, and helpfulness
• Ability to type and talk, with excellent verbal and written communication skills
• Proven patience and understanding, with active listening skills and a strong attention to detail
• Demonstrated compassion and empathy, with the ability to work independently and remotely
• Ability to handle confidential information with utmost judgment and discretion
• Exceptional interpersonal communication skills, with the ability to work with a diverse workforce
• Proficient in maneuvering on a PC, with working knowledge of MS Office (Word, Excel, and Outlook)
• Ability to manage and meet departmental deadlines and key performance indicators
• Demonstrated ability in verbal and written skills, and reading comprehension

Preferred Qualifications:

* Knowledge of medical terminology

• Experience using web-based programs
• High-speed home internet installed for Remote/Teleworker
• Familiarity with HIPAA rules and regulations
• Experience working in a fast-paced, team-oriented environment

Work Environment:

* Reliance Matrix's Customer Care Center operates 24 hours a day/7 days a week, offering a variety of schedules due to this scope of coverage

• Customer Care Representatives must be available to work a scheduled shift between core business hours (Mon-Fri, 4am to 8pm Arizona time) and open to working some holidays
• Customer Care Representatives must be willing and able to work sitting in one place, taking calls and speaking for the entirety of their scheduled shift (excluding scheduled breaks and lunches)
• Customer Care Representatives must be willing and able to work in a fast-paced, team-oriented, dynamic inbound/outbound call center environment

Physical Requirements:

* Sitting for prolonged periods of time, extensive typing, and otherwise using primarily the fingers rather than the entire hand

• Visual acuity sufficient to perform activities such as preparing and analyzing data and figures, transcribing notes, viewing a computer terminal, and extensive reading
• Hearing sufficient to understand verbal instruction and answer telephones

What We Offer:

At arenaflex, we believe that creating a more diverse, equitable, and inclusive culture allows us to realize more of our potential. And we can't do this without our most important asset – you. That's why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing. Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs
• For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company-provided Life & Disability Insurance to ensure financial protection when you need it most
• Family-friendly benefits, including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council

Our Values:

* Integrity

• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement:

arenaflex is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age, or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.

How to Apply:

If you're a motivated and customer-focused individual with excellent communication skills, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application. Apply Job! Apply for this job