At arenaflex, we are dedicated to delivering exceptional healthcare experiences to our members and providers. As a Customer Service Representative, you will play a vital role in providing top-notch telephone assistance to our Medicaid and Medicare members and providers. If you are passionate about delivering high-quality customer service and are committed to enhancing the healthcare experience for our members, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading healthcare organization that is committed to improving the lives of our members and providers. We strive to provide innovative solutions and exceptional service to our customers, and we are seeking a talented and dedicated individual to join our team. Our company culture is built on the values of empathy, compassion, and excellence, and we are proud to be a part of the healthcare industry.
**Responsibilities**
As a Customer Service Representative, you will be responsible for:
* Answering incoming member and provider calls and responding to inquiries regarding benefits, eligibility, services, prior authorization requirements, extra benefits, and programs.
* Providing excellent customer service to ensure a positive experience for callers.
* Meeting performance standards, attendance requirements, and call quality goals.
* Communicating effectively with members and providers both orally and in written form.
* Maintaining high-speed internet connectivity with secure service via ethernet cable.
**Key Performance Indicators**
* First Call Resolution (FCR) rate: 80% or higher
* Average Handle Time (AHT): 5 minutes or less
* Customer Satisfaction (CSAT) score: 90% or higher
* Net Promoter Score (NPS): 50 or higher
**Requirements**
To be successful in this role, you must possess the following qualifications:
* High School Diploma or equivalent GED
* Ability to communicate effectively with members and providers orally and in written form
* Ability to meet performance standards, attendance requirements, and call quality goals
* Must be able to work from home and prove to be self-sufficient
* Must commute to the office in Charleston, WV when unable to work from home due to prolonged technical problems
**Nice-to-Haves**
* Experience with working remotely in a call center setting
* Experienced with Medicaid and Medicare
**Benefits**
As a valued member of our team, you will enjoy a comprehensive benefits package, including:
* Full range of medical, dental, and vision benefits
* 401(k) retirement savings plan
* Employee Stock Purchase Plan for eligible employees
* Fully-paid term life insurance plan for eligible employees
* Short-term and long-term disability benefits
* Numerous well-being programs
* Education assistance and free development courses
* CVS store discount and discount programs with participating partners
* Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year
**Career Growth Opportunities**
At arenaflex, we are committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:
* On-the-job training and coaching
* Online training and certification programs
* Leadership development programs
* Mentorship opportunities
**Work Environment and Company Culture**
Our work environment is designed to promote collaboration, innovation, and excellence. We offer a range of amenities and perks, including:
* Flexible work arrangements, including remote work options
* Collaborative and open workspace
* Access to state-of-the-art technology and equipment
* Opportunities for professional development and growth
* Recognition and rewards for outstanding performance
**How to Apply**
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 our online application portal. We look forward to hearing from you!
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