Experienced Customer Service Representative – Health Insurance Benefits and Claims Support

At arenaflex, we're dedicated to revolutionizing the healthcare industry by connecting the pieces of the fragmented healthcare system and ensuring people receive the same level of care and compassion we would want for our loved ones. As a valued member of our team, you'll have the opportunity to make a meaningful impact by providing exceptional support to our valued customers, fostering a sense of job satisfaction through problem-solving and positive interactions. Our team values collaboration, continuous learning, and a customer-centric approach, ensuring that every team member contributes to providing better health outcomes.

Join arenaflex for the Mission. Stay for the Culture.

We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's why diversity and inclusion are core to our business. We're committed to creating an environment where everyone feels valued, respected, and empowered to succeed.

What You'll Be Doing:

As a Customer Service Representative, you'll be working with and providing support to health plan members, providers, and/or their representatives. You'll be responsible for:

• Answering and managing inbound inquiries regarding health plan benefits and claims, eligibility, medical and other healthcare procedures, billing and payments, and other related topics from customers in a prompt, courteous manner.
• Conducting out-bound and/or return calls to customers as necessary.
• Asking appropriate questions and listening actively to identify specific questions or issues to provide appropriate response and type of assistance the customer needs while documenting relevant information in a clear and concise manner in computer systems.
• Communicating and partnering with customers tactfully and empathetically to resolve issues, using clear language to translate healthcare-related jargon and complex processes into simple, step-by-step instructions customers can comprehend and act upon.
• Handling and processing customer complaints/grievances while applying appropriate conflict management skills to de-escalate potentially stressful situations.
• Meeting the performance goals established for the position in the areas of efficiency, accuracy, quality, member satisfaction, and attendance.
• Adhering to all applicable department, organization, and/or regulatory policies and procedures.
• Reading, comprehending, and verbalizing processes and procedures of the organization and of health insurance coverage.

Training and Development:

Our comprehensive training program includes a virtual classroom environment with trainers who have experience working within the arenaflex Customer Service Operations (CSO) call center. Training hours are 8:00am – 4:30pm CT Monday–Friday for approximately 6 weeks. Trainees will be required to attend the entirety of training, successfully complete the required training schedule, and demonstrate proficiency of the material at the end of training.

Hours of Operation:

Our customer service team operates 6 days a week, 8:00am – 9:00pm ET. Your shift will be determined during training, and you'll be required to work regularly scheduled shifts within hours of operation, including the training period, with the flexibility to adjust your daily schedule and work overtime and/or weekends as needed.

What You Bring:

* Bilingual in Spanish & English (validated via bilingual assessment upon offer acceptance) is a plus.

• At least 1 year call center experience is required.
• Ability to handle a heavy call volume of 50-100 calls daily.
• Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills, ability to type 35 WPM, and learn new computer programs.
• Ability to work regularly scheduled shifts within hours of operation, including the training period, with the flexibility to adjust your daily schedule and work overtime and/or weekends as needed.
• Demonstrated ability to take an educative approach, listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the customer, answering questions and informing of health plan policies, procedures, or decisions.
• Ability to maintain strict confidentiality of protected health information.
• This is a work-from-home position, which requires a quiet, private workspace without noise and distractions, and reliable internet connectivity provided through a wired connection with a minimum of 100 MBPS speed.
• 2+ years at a health plan, TPA, or related call center setting is a plus.
• Knowledge of managed care, Commercial, Marketplace, Medicaid, and/or Medicare programs; knowledge of medical policy benefits and exclusions is a plus.

Technical Requirements:

We require that all employees have the following technical capability at their home:

• High-speed internet over 10 Mbps
• The ability to plug in directly to the home internet router

These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Compensation and Benefits:

The expected base salary/wage range for this position is $18. This position is also eligible for a bonus component that would be dependent on pre-defined performance factors. As part of our total compensation package, arenaflex is proud to offer comprehensive benefits (including health insurance benefits) to qualifying employees. All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access the information provided on this website, please contact [email protected] for further assistance.

Apply Now:

If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding career opportunity, we encourage you to apply for this position. Don't see the dream job you're looking for? Drop off your contact information and resume, and we'll reach out to you if we find the perfect fit! Apply Job! Apply for this job