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 world-class service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!
**About arenaflex**
arenaflex is a leading healthcare company that's revolutionizing the way we approach healthcare. Our mission is to bring our heart to every moment of your health, and we're committed to delivering enhanced human-centric healthcare for a rapidly changing world. With a strong focus on innovation, convenience, and affordability, we're empowering individuals to take control of their health and well-being.
**Our Heart At Work Behaviors**
At arenaflex, we believe that our employees are the heartbeat of our organization. Our Heart At Work Behaviors support our purpose and guide our commitment to delivering exceptional service. We want everyone who works at arenaflex to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions that make healthcare more personal, convenient, and affordable.
**Job Summary**
As an experienced customer service representative, you'll be responsible for managing customer inquiries, resolving complaints, and providing exceptional service to our clients. You'll work from the comfort of your own home, using your skills and expertise to deliver world-class support and exceed our clients' expectations.
**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
* Stay up-to-date on arenaflex products and services to provide accurate and informed responses to customer inquiries
* 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 service delivery
* Provide feedback on the efficiency of the customer service process to drive continuous improvement
* Manage a team of junior customer service representatives to ensure exceptional service delivery
**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 members, providers, and plan sponsors. You'll provide excellent customer service for high-volume inbound provider calls, conduct extensive claims research on multiple platforms, and use your expertise to resolve payment questions and other issues.
**Key Responsibilities**
* Answer questions and resolve issues based on phone calls, letters, and other forms of communication from members, providers, and plan sponsors
* Triages resulting rework to appropriate staff
* Provide excellent customer service for high-volume inbound provider calls
* Conduct extensive claims research on multiple platforms to assist providers with payment questions
* Use customer service threshold framework to make financial decisions to resolve member issues
* Explain member's rights and responsibilities in accordance with contract
* Process claim referrals, new claim handoffs, nurse reviews, complaints (member/provider), grievance and appeals (member/provider) via 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 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
**Work Schedule**
* This is a remote work opportunity, and you must be able to work from the comfort of your own home
* Must be able to attend 4 weeks of training (virtual) between the hours of 8-5 CST
* After training, the permanent schedule is Monday-Friday, with the ability to start as early as 7 am CST and end as late as 7 pm CST
**What We Offer**
* Competitive salary and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive training and support to ensure your success
**How to Apply**
If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we want to hear from you! Apply now to join our team of dedicated professionals and take the first step towards a rewarding career at arenaflex.
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