Experienced Full Stack Customer Service Representative – Medicaid Coverage Support

Are you a customer service professional with a passion for delivering exceptional support to individuals in need? Do you have a strong understanding of Medicaid policies and procedures? If so, we encourage you to apply for this exciting opportunity to join arenaflex as an Experienced Full Stack Customer Service Representative – Medicaid Coverage Support.

About arenaflex

arenaflex is a leading provider of innovative solutions in the healthcare industry. Our mission is to make a positive impact on people's lives by delivering exceptional customer service and support. We are committed to creating a work environment that values diversity, inclusivity, and employee growth. Our team is dedicated to providing top-notch support to our clients and customers, and we are seeking a talented individual to join our ranks.

Job Summary

As an Experienced Full Stack Customer Service Representative – Medicaid Coverage Support, you will be responsible for providing exceptional customer service and support to Indiana Medicaid members. You will be the primary point of contact for members, assisting them with inquiries related to their Medicaid coverage, benefits, and enrollment. You will also be responsible for maintaining accurate and up-to-date member records, utilizing various systems and software applications to assist members, and transferring calls to the client's call center as appropriate.

Key Responsibilities

* Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment

• Educate members on Medicaid policies and procedures, including enrollment, redetermination, plan options, and benefits
• Provide excellent customer service by addressing customer inquiries, complaints, or concerns in a professional and courteous manner
• Maintain accurate and up-to-date member records and documentation of all interactions in the call center system
• Utilize various systems and software applications to assist members, including electronic health record systems, eligibility systems, claims, and customer relationship management (CRM) systems
• Effectively utilize Interpretive Language Services for non-English speaking members
• Transfer calls to the client's call center as appropriate
• Assist with client outreach requests and follow up with supervisor on call resolution in a timely manner
• Adhere to the company's values at all times, including Make a Difference, Help First, Straight Talk, Grow or Die, and Victor, Not Victim

Essential Functions

* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment
• Meet individual and team performance goals
• Maintain accurate and up-to-date member records throughout all databases
• Transfer calls to the client's call center as appropriate

Competencies

* Working knowledge in Microsoft Office and auto dialer tools

• Demonstrates the capability to efficiently manage multiple systems and software applications simultaneously
• Ability to accurately communicate summary information in a written format
• Excellent interpersonal and communication skills (both verbal and written) necessary to interact with members, staff, guests, providers, and clients
• Critical thinking and listening skills
• Independent problem identification/resolution and decision-making skills
• Conflict resolution and negotiation skills
• Empathetic and sincere, superior rapport building skills
• Excellent verbal communication skills
• Familiarity with medical terminology to explain healthcare benefits and ensure each member's needs are appropriately met
• Ability to type at a minimum of 45 wpm

Work Environment

This job operates in a professional office environment. This role uses standard office equipment such as computers, computer phone headsets, and phones.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, use hands to finger, handle or feel; and reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Position Type and Expected Hours of Work

This is a full-time position. Shifts are scheduled at times when the Call Center is open Monday through Friday, 7:00 a.m. to 7 p.m. Central time. Evening and weekend work may be required as job duties demand and for team meetings.

Travel

No travel is expected for this position.

Required Education and Experience

* High school diploma or GED

Preferred Education and Experience

* One or two years' experience in insurance

• Knowledge of Medicaid
• Experience with Artiva software
• Accounts Payable experience
• Bi-lingual

Additional Eligibility Qualifications

* Ability to handle complex accounts with little to no assistance

• Ability to use the non-conformity to escalate issues
• Ability to pass a knowledge assessment

Benefits

* 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule

* 8 hour shift

• Weekends as needed

Application Question(s)

* What is your Salary Requirement?

Location

* Indiana (Required)

Work Location

Remote If you are a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity to join arenaflex as an Experienced Full Stack Customer Service Representative – Medicaid Coverage Support. Apply for this job