Experienced Customer Experience Representative – Healthcare Support

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our members' and providers' expectations. As a Customer Experience Representative, you'll play a vital role in providing top-notch support and resolving issues in a fair and effective manner. If you're passionate about delivering world-class service and have a knack for building rapport with customers, we want to hear from you!

Job Summary

As a Customer Experience Representative at arenaflex, you'll be the face of our organization, providing service support to our members and providers across multiple states and products. You'll be responsible for resolving issues, addressing needs, and demonstrating arenaflex values in your actions. Your primary goal will be to provide product and service information, identify opportunities to improve our member and provider experiences, and exceed customer expectations.

Key Responsibilities

• Provide exceptional service support to members and/or providers using one or more contact center communication channels, including phone, chat, email, and off-phone work, across multiple states and/or products, including Medicaid, Medicare, and/or Marketplace business.

• Conduct various surveys related to health assessments and member/provider satisfaction to ensure we're meeting our customers' needs.
• Accurately document pertinent details related to Member or Provider inquiries to ensure seamless communication and resolution.
• Work regularly scheduled shifts within our hours of operation, including lunches and breaks, and be available to work overtime and/or weekends as needed.
• Demonstrate the ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
• Listen attentively, capture relevant information, and identify Member or Provider's inquiries and concerns to provide effective resolutions.
• Meet/exceed individual performance goals established for the position in the areas of Call Quality, Attendance, Adherence, and other Contact Center objectives.
• Proactively engage and collaborate with various Internal/External departments to ensure seamless communication and resolution.
• Take ownership of providing resolutions in real-time or through timely follow-up with the Member and/or Provider.
• Support provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
• Effectively communicate in a professional setting to ensure clear understanding and resolution.

Essential Qualifications

* High School Diploma or equivalent combination of education and experience

• 1-3 years of Sales and/or Customer Service experience in a fast-paced, high-volume environment
• 1 year of healthcare knowledge, including Medicare/Medicaid

Preferred Qualifications

* Associate's Degree or equivalent combination of education and experience

• 1-3 years of experience in the following areas:

+ Preferred Systems Training: Microsoft Office, Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, Availity

Training and Development

* Must have 100% attendance for 4 weeks in training starting from April 28, 2025 - May 23, 2025

• Nesting will be for 2 weeks, followed by closing shifts ending at 8pm EST

Work Environment and Company Culture

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. Our team members are passionate about delivering exceptional customer experiences and are dedicated to making a positive impact on our members' and providers' lives. We offer a competitive benefits and compensation package, as well as opportunities for growth and development.

Compensation and Benefits

arenaflex offers a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off. We're committed to providing our team members with the resources and support they need to succeed in their roles and achieve their career goals.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a knack for building rapport with customers, we want to hear from you! Apply now to join our team and become a part of arenaflex's mission to deliver world-class service and support to our members and providers. Apply Now! Apply for this job