At arenaflex, we're committed to bringing our heart to every moment of your health. As a Customer Service Representative, you'll play a vital role in delivering exceptional health care experiences to our members, plan sponsors, and providers. If you're passionate about customer service, have a heart for helping others, and are eager to grow with a dynamic organization, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading health care company dedicated to transforming the way we deliver health care. Our purpose is to bring our heart to every moment of your health, and we're committed to delivering enhanced human-centric health care for a rapidly changing world. With a strong brand and a clear purpose, we're anchored in our values and guided by our Heart At Work Behaviors. These behaviors empower our employees to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable.
**Job Summary**
As a Customer Service Representative, you'll be the single-point-of-contact for our members, plan sponsors, and providers. You'll take ownership of each customer contact to resolve their issues and connect them with additional services as appropriate. You'll work collaboratively with colleagues to deliver a world-class customer experience, and you'll be empowered to make decisions that put the customer at the forefront of every interaction.
**Key Responsibilities**
* Answer questions and resolve issues as a single-point-of-contact based on phone calls from members, plan sponsors, and providers
* Take ownership of each customer contact to resolve their issues and connect them with additional services as appropriate
* Take immediate action when confronted with a problem or made aware of a situation
* Seek to understand the customer, including circumstances, problems, expectations, and needs
* Ask probing questions to identify the underlying customer needs
* Anticipate or identify member needs beyond the initial inquiry by answering the unasked questions
* Provide the customer with related information to answer the unasked questions, e.g., additional plan details, benefit plan details, member self-service tools, etc.
* Provide customized interaction based on customer preference and individualized needs, creating an emotional connection with our members by understanding and engaging the member to the fullest
* Fully understand the member's needs by building a trusting and caring relationship with the member
* Educate and assist customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company
* Utilize all relevant information to effectively influence member engagement
* Provide education to members to support them in managing their health
* Guide members to the appropriate health resource. Offers alternatives where appropriate
* Acts with the best interest of the customer in mind and central to all interactions
* Documents and tracks all contacts, events, and outcomes with members using appropriate systems and processes
* Uses customer service threshold framework to make financial decisions to resolve member issues
* Resolves issues without or with limited management intervention
* Responds quickly to meet customer needs and resolve problems while avoiding over-committing
* Other activities may include: providing claim status information, benefit coverage interpretations, and explaining plan eligibility
* Processes claim referrals, new claim hand-offs, and escalates issues as appropriate through the system for grievances and appeals
* Initiates out-reach/welcome calls to ensure constituents expectations are met or exceeded
* Identifies trends and any emerging customer service issues and works to develop solutions to address potential problems and/or plan features of interest as an approach to improve understanding of benefit plans and increase post-enrollment member satisfaction
* Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service
* Partners with other departments to deliver client-specific presentations
* Works collaboratively with colleagues to deliver the best customer experience
* Appropriately transitions conversations to explore possibilities for extending customer interactions
* Collaborates with colleagues and co-workers to deliver a world-class customer experience
* Serves as SME providing technical assistance when needed on call-related issues, products, and/or system applications delivery matters
* May participate in preparation and presentation of client-specific presentations
* May track and trend data. Coaches, trains, and assists in the development of call center staff, as required
* Participates in and/or leads special projects/initiatives addressing service issues, as necessary
* Provides technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools as needed
**Essential Qualifications**
* Customer service experience in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate
* Effective organizational skills and ability to manage multiple tasks
* Effective communication skills, both verbal and written
**Preferred Qualifications**
* Experience in the health care industry or a related field
* Knowledge of health care benefits and services
* Experience working with diverse populations and cultures
* Experience working in a fast-paced, dynamic environment
* Experience with customer relationship management (CRM) software
**Education**
* High school diploma required
**Training and Onboarding**
* Onsite training in Blue Bell, PA for 19 weeks
* Training will be Monday through Friday, 8:30am-5:30pm
* After successfully completing the training requirements, colleagues will move to work from home
**Salary and Benefits**
* Salary: $17.50 per hour
* Benefits include:
+ Medical, dental, and vision benefits
+ 401(k) retirement savings plan
+ Employee Stock Purchase Plan
+ Fully-paid term life insurance plan
+ Short-term and long-term disability benefits
+ Well-being programs
+ Education assistance
+ Free development courses
+ CVS store discount
+ Discount programs with participating partners
+ Paid Time Off (PTO) or vacation pay
+ Paid holidays throughout the calendar year
**Career Growth Opportunities and Learning Benefits**
* arenaflex offers a range of career growth opportunities, including promotions, transfers, and training programs
* arenaflex provides a comprehensive training program to help you develop the skills and knowledge you need to succeed in your role
* arenaflex offers a range of learning benefits, including education assistance, free development courses, and well-being programs
**Work Environment and Company Culture**
* arenaflex is a dynamic and fast-paced organization that values innovation, collaboration, and customer satisfaction
* arenaflex has a strong culture of diversity, equity, and inclusion, and we're committed to creating a workplace that's welcoming and inclusive for all employees
* arenaflex offers a range of work-life balance benefits, including flexible scheduling, telecommuting options, and paid time off
**How to Apply**
If you're passionate about customer service and have a heart for helping others, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about the application process and to submit your application.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and welcoming for all employees, and we're proud to be an employer of choice for people with disabilities.
**Application Deadline**
The application window for this opening will close on September 27, 2024. We encourage you to apply early to ensure consideration for this exciting opportunity.
**Contact Us**
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We're always happy to hear from you and look forward to connecting with you soon.
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