Experienced Customer Service Representative – Medical Assistance Coordination

Are you passionate about delivering exceptional customer service and making a real difference in people's lives? Do you thrive in a fast-paced environment and have a strong sense of empathy, urgency, and attention to detail? If so, we encourage you to apply for the Experienced Customer Service Representative – Medical Assistance Coordination role at arenaflex, a leading provider of innovative assistance solutions.

About arenaflex

arenaflex is a dynamic and inclusive organization that prides itself on offering white glove service while being mindful of corporate responsibility and our environmental footprint. As a member of our team, you'll enjoy a diverse and professional work environment, flexible work schedules, and a comprehensive benefits package that includes a company match on 401(k), competitive Paid Time Off policy, and generous Employer contribution for health, dental, and vision insurance.

Our Brands

arenaflex is proudly part of the Europ Assistance Group brand, and our products utilize a number of corporate and product brands, including:

• CSA: US travel insurance brand for retail and lodging partners
• Generali Global Assistance (GGA): The primary Corporate brand in the United States for our travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products
• GMMI: the industry standard for global medical cost containment and medical risk management solutions
• Iris, Powered by Generali: identity and digital protection solution
• Trip Mate: US travel insurance brand for tour operator, cruise, and airline partners

Job Summary

As an Experienced Customer Service Representative – Medical Assistance Coordination, you will be responsible for coordinating assistance for people in need, including travel arrangements, medical transports, routine and emergent medical visits, repatriation, and evacuation services. You will work closely with patients, clients, and providers to ensure timely and effective resolution of cases. To be successful in this role, you must have a strong sense of empathy, urgency, attention to detail, and multitasking capabilities.

Key Responsibilities

* Handle calls, emails, and faxes, both inbound and outbound, to patients, clients, and providers

• Adhere to quality, availability, and productivity expectations to ensure individual and departmental success
• Proactively communicate with patients, clients, and providers in a comprehensive and professional manner at all times
• Prioritize incoming/assigned tasks to ensure actions are taken in a timely manner, in line with contractual and internal Service Level Agreements
• Follow all established GMMI Client Specific Procedures and Standard Operating Procedures
• Responsible for daily work and timely follow-up on active cases assigned
• Communicate with Assistance Coordinators, Senior Assistance Coordinators, Supervisors, Managers, and supporting departments to coordinate work efforts
• Responsible for communicating benefit/coverage decisions and administering medical payments via direct billing or authorized credit card use
• Handle Protected Health Information in accordance with HIPAA/Information Security requirements
• Maintain compliance with instructions pertaining to sensitive legal areas such as International Sanctions and Financial Crime
• Understand business concepts including, but not limited to, cost containment practices, logistics planning, case flows, and claims processing cycles
• Participate in individual, group, and client training, complete mandatory company training within deadlines
• Manages personal email inbox to stay informed of company and departmental updates
• Any additional tasks assigned by management

Required Qualifications

* Customer Service experience in (medical) assistance preferred

• Experience in handling high volume of interactions including call and email volumes
• Basic medical terminology: knowledge of US/International healthcare systems preferred
• Advanced computer literacy and internet research skills
• Ability to work in fast-paced environment, great prioritization, and time management skills
• Excellent verbal and written communication skills; fluent English required. Spanish preferred
• Professional and positive interaction with clients, patients, providers, and colleagues
• Must represent the organization in a professional and knowledgeable manner

Desired Qualifications

* Insurance benefits administration (Travel/Health insurance)

• Minimum one year experience working within the healthcare or insurance industry
• Geographical awareness
• MS Office (Word, Excel, PowerPoint, and Outlook)
• High School Diploma or Equivalent (GED) required

Work Environment

This is a hybrid role based out of our Pembroke Pines office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week after your initial training, which will be completed fully on site.

Schedule

This department is a 7-day per week operation, and shifts/hours may vary. Occasional overtime may be required according to business need.

Equal Employment Opportunity

arenaflex is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard to age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law.

How to Apply

If you're excited about this role and want to make a difference in people's lives, apply today! Don't meet every single requirement? At arenaflex, we are dedicated to building a diverse, inclusive, and enriching workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. Apply Job! Apply for this job