Experienced Bilingual Customer Service Representative – Remote Health Plan Support

At arenaflex, we are dedicated to providing exceptional customer service to our health plan partners, and we are seeking a highly skilled and motivated Bilingual Customer Service Representative to join our team. As a key member of our customer service team, you will play a vital role in delivering prompt and courteous support to our members, addressing their inquiries, and resolving their concerns in a professional and empathetic manner.

About arenaflex

arenaflex is a leading provider of innovative healthcare solutions, committed to improving the lives of our members and their families. Our team is passionate about delivering exceptional customer service, and we are seeking like-minded individuals who share our values and are dedicated to making a positive impact.

Job Summary

As a Bilingual Customer Service Representative, you will be responsible for providing prompt and courteous support to our health plan members in both English and Spanish, addressing their inquiries about our transportation services, and resolving their concerns in a professional and empathetic manner. You will be working in a fast-paced call center environment, handling inbound calls, and interacting with members and representatives from various health plans.

Key Responsibilities

* Handle inbound calls in both English and Spanish from health plan members and representatives, regarding transportation services offered through our health plan.

• Meet or exceed productivity metric goals, including Average Handle Time, Quality Assurance, Calls per hour, and Customer Satisfaction after call survey.
• Follow all HIPAA and compliance protocols to ensure the protection of all members' protected health information (PHI).
• Escalate transportation and customer service concerns to contact center leadership team.
• Provide accurate and timely information to members, addressing their inquiries and resolving their concerns in a professional and empathetic manner.
• Utilize Microsoft Teams, Outlook, and Word to manage calls, emails, and documentation.
• Maintain accurate records and data entry, ensuring compliance with company policies and procedures.

Requirements

* Minimum of 6 months of inbound Contact Center experience or transferable healthcare experience.

• Fully bilingual: English/Spanish.
• High School degree or equivalent.
• Ability to sit for 8 hours or more a day wearing a headset.
• Secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift.
• Download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps.
• Excellent written, communication, and data entry skills.
• Moderate experience in Microsoft Teams, Outlook, and Word.
• Ability to adapt to high and fast-paced call volume.

Preferred Qualifications

* Previous experience in a healthcare or customer service environment.

• Familiarity with HIPAA and compliance protocols.
• Experience with data entry and record-keeping.
• Strong problem-solving and analytical skills.
• Ability to work in a team environment and provide support to colleagues.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. We offer a range of training programs, including on-the-job training, to help you develop your skills and advance your career. Our team is passionate about learning and sharing knowledge, and we encourage collaboration and innovation.

Work Environment and Company Culture

arenaflex is a remote-friendly company, offering a flexible and dynamic work environment. Our team is passionate about delivering exceptional customer service, and we are committed to creating a positive and inclusive work culture. We value diversity, equity, and inclusion, and we strive to create a workplace where everyone feels valued, respected, and empowered to succeed.

Compensation, Perks, and Benefits

* Competitive hourly rate: $16.50 per hour.

• 401(k) matching.
• Dental insurance.
• Health insurance.
• On-the-job training.
• Paid time off.
• Referral program.
• Vision insurance.
• Work from home.

Schedule Adherence Program

* Agents who adhere to their shift for two consecutive weeks will be eligible for a $100 bonus per pay period.

Employee Referral Program

* Employees who refer an individual for employment at arenaflex are eligible to earn a $500 referral bonus.

• The referral must be in good standing after completing their 90-day probationary period.

Application Instructions

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Application Questions

* Are you willing to undergo a background check, in accordance with laws and regulations?

• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?
• Please confirm your level of proficiency in Spanish:

1. None 2. Conversational 3. Professional (understand, write, and speak fluently) 4. Native or Bilingual

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from diverse candidates and are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. Apply for this job