At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Service Representative, you'll play a vital role in shaping the future of healthcare by providing top-notch support to our customers. If you're passionate about delivering personalized care and have a knack for resolving complex issues, we want to hear from you!
**About arenaflex**
arenaflex is a leading healthcare company that's revolutionizing the way we deliver care. Our purpose is simple: to bring our heart to every moment of your health. We believe that how we deliver our services is just as important as what we deliver. That's why we're committed to creating a culture that's centered around empathy, compassion, and innovation.
**Our Heart At Work Behaviors**
At arenaflex, we're guided by our Heart At Work Behaviors, which support our purpose and drive our commitment to delivering exceptional care. These behaviors include:
* Empathy: We put ourselves in our customers' shoes and understand their needs.
* Compassion: We show kindness and concern for our customers' well-being.
* Innovation: We're always looking for new ways to improve our services and exceed our customers' expectations.
* Collaboration: We work together as a team to achieve our goals and deliver exceptional care.
**Job Summary**
As a Customer Service Representative at arenaflex, you'll be responsible for managing customer inquiries and complaints, processing orders and modifications, and escalating issues across various communication channels. You'll work from the comfort of your own home, using your skills and experience to deliver exceptional customer experiences.
**Responsibilities**
* Maintain a positive, empathetic, and professional attitude toward customers at all times.
* Respond promptly to customer inquiries and resolve issues in a timely and efficient manner.
* Communicate with customers through various channels, including phone, email, and chat.
* Acknowledge and resolve customer complaints in a fair and transparent manner.
* Know our products and services inside and out, so you can answer questions and provide accurate information.
* Process orders, forms, applications, and requests in a timely and accurate manner.
* Keep records of customer interactions, transactions, comments, and complaints.
* Communicate and coordinate with colleagues as necessary to ensure seamless customer service.
* Provide feedback on the efficiency of the customer service process and suggest improvements.
* Manage a team of junior customer service representatives and provide guidance and support as needed.
**Position Summary**
As a Customer Service Representative at arenaflex, you'll be responsible for answering questions and resolving issues based on phone calls, letters, and other forms of communication from customers, providers, and plan sponsors. You'll use your skills and experience to provide excellent customer service, triage issues, and escalate problems to the appropriate staff.
**Key Responsibilities**
* Answer customer inquiries and resolve issues in a timely and efficient manner.
* Provide customers with related information to answer unasked questions, such as additional plan details, benefit plan details, and member self-service tools.
* Use the customer service threshold framework to make financial decisions to resolve member issues.
* Explain member rights and responsibilities in accordance with contract.
* Process claim referrals, new claim handoffs, nurse reviews, complaints, grievances, and appeals via the target system.
* Educate and assist providers on our self-service options.
* Assist providers with credentialing and re-credentialing and contracting questions and issues.
* Assist in compiling claim data for customer audits.
* Determine medical necessity, applicable coverage provisions, and verify member plan eligibility relating to incoming correspondence and internal referrals.
**Required Qualifications**
* Must live in the state of Oklahoma full-time.
* Familiarity with Microsoft Office products.
* Experience in a highly transactional call center environment.
* Excellent customer service and critical thinking skills.
* High-speed internet access (25 mbps or higher) and consistent connection.
* Work location must be set up with a direct connection to the router (NOT Wi-Fi). We provide a 6 ½ foot long ethernet cord, if the distance is further, you will be required to provide your own ethernet cable.
**Education**
* High School diploma or GED equivalent.
**What We Offer**
* Competitive salary and benefits package.
* Opportunity to work from home and enjoy a flexible schedule.
* Comprehensive training program to ensure your success.
* Collaborative and supportive team environment.
* Professional development opportunities to advance your career.
* Recognition and rewards for outstanding performance.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a knack for resolving complex issues, we want to hear from you! Apply now to join our team of dedicated professionals at arenaflex.
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