Experienced Full Stack Customer Service Representative Lead - Remote

Are you a motivated and results-driven individual looking for a challenging and rewarding role in a dynamic work environment? Do you have a passion for delivering exceptional customer service and leading high-performing teams? Look no further than arenaflex, a global organization dedicated to delivering care and improving health outcomes through innovative technology and solutions. As an Experienced Full Stack Customer Service Representative Lead - Remote, you will play a critical role in driving success and excellence in our customer service team. You will be responsible for leading a team of customer service representatives, providing guidance and support to ensure they meet and exceed performance metrics, and fostering a culture of continuous learning and improvement.

About arenaflex

arenaflex is a global organization that delivers care and improves health outcomes through innovative technology and solutions. We are committed to creating a healthier world by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe in the power of diversity and inclusion, and we are committed to creating a workplace that reflects the communities we serve. Our culture is guided by a set of core values that include empathy, integrity, and innovation. We are proud to be an Equal Employment Opportunity / Affirmative Action employer, and we welcome applications from qualified candidates of all backgrounds.

Job Summary

As an Experienced Full Stack Customer Service Representative Lead - Remote, you will be responsible for leading a team of customer service representatives, providing guidance and support to ensure they meet and exceed performance metrics, and fostering a culture of continuous learning and improvement. You will work closely with our Call Center Supervisors and Managers to ensure the department operates efficiently and effectively, and you will be responsible for resolving conflicts and ensuring accurate and timely communication of concerns to management.

Key Responsibilities

* Acts as a primary resource for handling staff inquiries regarding policies and procedures

• Communicates procedural changes and guidelines to department staff
• Works with Supervisors to sustain high associate morale and motivation
• Executes customer service utilizing a professional tone and manner
• Training: Identifies and assesses talent for potential peer trainers, conducts training for newly appointed peer trainers
• Accuracy: Acquires no more than 6 scheduling errors in the calendar year, remains accountable for relaying accurate information to advocates while maintaining 95% call handle rate in CEAQ
• Acts as a facilitator to resolve conflicts on the team and ensures accurate and timely communication of concerns to management
• Receives and processes STAT priority referrals
• Acts as a mentor/coach for call center advocates ensuring they are meeting monthly metrics
• Performs other duties as assigned

Essential Qualifications

* High School Diploma / GED OR equivalent work experience

• Must be 18 years of age OR Older
• Minimum 1 year of experience in a Healthcare environment
• 1 year of experience as a team lead and/or training
• Working knowledge of computerized telephone systems and ACD
• Healthcare/Managed Care and/or insurance industry knowledge
• Working knowledge of APM, Centricity-RIS, Touchworks/Allscripts, and ImpactMD
• Knowledge of MS Office is required with emphasis on Excel
• Able to excellent Customer Service and proper telephone etiquette
• Thorough knowledge of state and federal laws that apply to the department
• Proficient in MS Office
• Excellent interpersonal skills
• Oral, written, communication, and composition skills
• Ability to listen, document, and track problem areas
• Excellent leadership and time management skills
• Ability to work independently, and with confidential information
• Must have initiative
• Maintain a positive attitude with supporting departmental goals and objectives
• Must have the ability to work swiftly and efficiently without compromising quality customer service
• Organizational skills
• Flexible and able to commit to departmental goals, including overtime as needed, shift changes, etc

Preferred Qualifications

* Medical Terminology

• CPT and ICD-10 coding
• 1 year of experience in a call center
• Work experience as a team lead

Telecommuting Requirements

* Reside within 2716 N Tenaya Way, Las Vegas, NV

• 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

Physical and Work Environment

* Normal Call Center environment with heavy phone and computer usage

• Moderate standing and walking
• All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy

Compensation and Benefits

* Competitive salary

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution
• Opportunities for career growth and development

How to Apply

If you are a motivated and results-driven individual looking for a challenging and rewarding role in a dynamic work environment, we encourage you to apply now! We are excited to review your application and look forward to the opportunity to discuss this role further. Apply To This Job

Note:

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 a drug-free workplace, and candidates are required to pass a drug test before beginning employment. Apply for this job