Introduction to arenaflex
arenaflex is a leading provider of business services that help governments operate health and human services programs. Our company is dedicated to delivering exceptional customer experiences and making a positive impact on the lives of our clients and their families. We are currently seeking an experienced Customer Service Representative to join our team and support our TRICARE program, which provides virtual customer service to beneficiaries, family members, military personnel, and medical providers.
Job Overview
In this role, you will be responsible for providing empathetic and efficient customer service to our beneficiaries, end users, and clients, following program guidelines and maintaining the highest standards of customer service and excellence. As a Customer Service Representative, you will assist callers in navigating and answering TRICARE program benefit questions, update beneficiary demographics in the government system, perform enrollments into the TRICARE program, change Primary Care providers, and assist with claim questions and other calls related to the TRICARE program.
Key Responsibilities
- Provide customer service for basic and routine inquiries and problems via multiple channels, including telephone, emails, web chats, or written letters
- Use computerized systems for tracking, information gathering, and/or troubleshooting
- Provide feedback and input on call trends, processes, procedures, and training
- Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
- Ensure incoming communications are answered promptly, appropriately, and courteously
- Demonstrate a "can do" and professional attitude when servicing beneficiaries and clients, with the objective of exceeding expectations with the customer service provided
- Provide callers with informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits
- Retrieve, research, and analyze data from multiple databases to answer client concerns
- De-escalate and manage complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager
- Accurately perform all data entry functions to reflect and document client activity/transactions in a timely manner
- Ability to multi-task and have multiple screens/programs opened at the same time
- Meet performance requirements and maintain knowledge of project policies and procedures
- Actively participate in and support departmental and organizational quality initiatives and goals
- Work in a systematic, methodical, and orderly way to maintain quality work and high productivity
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment
- Make recommendations for changes to current policies or need for new policy to your supervisor in the spirit of process improvements
- Complete any other reasonable duties as requested by the manager
- Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules
Essential Qualifications
- High school diploma or GED required; Bachelor's Degree or equivalent government or private-sector work experience preferred
- Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs
- Ability to pass a skills assessment
- Minimum of 1+ years of contact center experience, preferably in a healthcare-related environment
- Minimum 3+ years of experience in delivering excellent customer service in a high-paced environment
- Experience with healthcare insurance plans and billing
- Experience with military health programs
- Experience with healthcare terms
- Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools
Preferred Qualifications
- Ability to speak Spanish, highly desirable
- Excellent written and oral communication skills
- Strong interpersonal skills with the ability to build relationships
- Proactive, self-starter with the ability to work well in a team environment
- Detail-oriented with good organizational skills and capable of effectively prioritizing and multitasking
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have the opportunity to move up through the TSC levels with experience, from Tier 1 to Tier 3 (Universal). You will also have access to training and development programs, including on-the-job training, mentorship, and career advancement opportunities.
Work Environment and Company Culture
arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We are committed to creating a work environment that is respectful, supportive, and empowering for all employees. As a remote worker, you will be part of a virtual team that is connected through technology and shared goals. You will have the opportunity to work with a talented and dedicated team of professionals who are passionate about delivering exceptional customer experiences.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including hourly base pay, benefits, and perks. As a Customer Service Representative, you will be eligible for a range of benefits, including health insurance, retirement savings, and paid time off. You will also have access to a range of perks, including flexible work arrangements, professional development opportunities, and recognition programs.
Conclusion
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at arenaflex, you will have the opportunity to make a positive impact on the lives of our clients and their families, while also growing and developing your career in a dynamic and inclusive workplace. Apply now to join our team and start your journey with arenaflex!
Apply Now