At arenaflex, we're committed to delivering exceptional customer experiences that exceed our members' and providers' expectations. As a key member of our team, you'll play a vital role in providing top-notch support and resolving issues in a fair and effective manner. If you're passionate about delivering world-class service and have a flair for languages, we want to hear from you!
**About arenaflex**
arenaflex is a leading healthcare organization dedicated to providing high-quality, affordable healthcare services to our members. With a strong commitment to our values, we strive to make a positive impact on the lives of our members and the communities we serve. Our team is passionate about delivering exceptional customer experiences, and we're looking for talented individuals like you to join our ranks.
**Job Summary**
As an Experienced Customer Experience Representative, you'll be responsible for providing exceptional service to our members and providers, resolving issues, and identifying opportunities to improve our customer experiences. You'll work closely with our internal and external departments to ensure seamless communication and collaboration. If you're a bilingual professional with a passion for customer service, we encourage you to apply for this exciting opportunity.
**Key Responsibilities**
* Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products, including phone, chat, email, and off-phone work supporting our Medicaid, Medicare, and/or Marketplace business.
* Conduct various surveys related to health assessments and member/provider satisfaction.
* Accurately document pertinent details related to Member or Provider inquiries.
* Work regularly scheduled shifts within our hours of operation, including lunches and breaks, and be available to work overtime and/or weekends as needed.
* Demonstrate the ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
* Show aptitude to listen attentively, capture relevant information, and identify Member or Provider's inquiries and concerns.
* Meet/exceed individual performance goals established for the position in the areas of Call Quality, Attendance, Adherence, and other Contact Center objectives.
* Proactively engage and collaborate with internal/external departments.
* Take personal responsibility and accountability for providing resolutions in real-time or through timely follow-up with the Member and/or Provider.
* Support provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
* Effectively communicate in a professional setting.
**Essential Qualifications**
* High School Diploma or equivalent combination of education and experience.
* 1-3 years of Sales and/or Customer Service experience in a fast-paced, high-volume environment.
* Bilingual in Mandarin, Cantonese, Korean, or Vietnamese.
**Preferred Qualifications**
* Associate's Degree or equivalent combination of education and experience.
* 1-3 years of experience in a similar role.
* Preferred Systems Training:
+ Microsoft Office
+ Genesys
+ Salesforce
+ Pega
+ QNXT
+ CRM
+ Verint
+ Kronos
+ Microsoft Teams
+ Video Conferencing
+ CVS Caremark
+ Availity
**Skills and Competencies**
* Excellent communication and interpersonal skills.
* Ability to work in a fast-paced, dynamic environment.
* Strong problem-solving and analytical skills.
* Ability to work independently and as part of a team.
* Proficiency in Microsoft Office and other relevant software applications.
* Strong attention to detail and organizational skills.
* Ability to multitask and prioritize tasks effectively.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development opportunities, including:
* Comprehensive onboarding program.
* Ongoing training and development opportunities.
* Mentorship and coaching programs.
* Opportunities for career advancement and professional growth.
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced organization that values diversity, equity, and inclusion. We're committed to creating a work environment that's inclusive, supportive, and empowering. Our team is passionate about delivering exceptional customer experiences, and we're looking for talented individuals like you to join our ranks.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive benefits and compensation package, including:
* Competitive hourly rate: $21.16 - $28.82.
* Comprehensive benefits package, including medical, dental, and vision insurance.
* 401(k) retirement plan with company match.
* Paid time off and holidays.
* Opportunities for professional growth and development.
**How to Apply**
If you're a motivated and customer-focused professional with a passion for languages, we encourage you to apply for this exciting opportunity. Please submit your application through our website or through the intranet job listing (for current arenaflex employees).
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer (EOE) and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive, supportive, and empowering.
**Apply Now!**
Don't miss this opportunity to join our team and make a positive impact on the lives of our members and the communities we serve. Apply now and take the first step towards a rewarding career with arenaflex!
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