At arenaflex, we're dedicated to improving oral health through innovative benefit plans, advocacy, and community support. As one of the largest dental plan administrators in the country, we're part of the arenaflex Plans Association, which operates two of the largest dental networks in the nation. Our mission is to build healthy, smart, vibrant communities for all, and we're looking for talented individuals to join our team as Government Programs Customer Service Representatives.
**About arenaflex**
arenaflex is a leading dental benefits provider with a rich history of over 60 years of serving the dental needs of individuals and families. Our commitment to excellence and customer satisfaction has earned us a reputation as a trusted partner in the dental industry. At arenaflex, we celebrate our All In culture, which is a mindset, feeling, and attitude that guides everything we do. We empower our employees to take charge of their careers, encourage innovation, and celebrate diverse thought.
**Job Summary**
We're seeking highly motivated and customer-focused individuals to join our team as Government Programs Customer Service Representatives. In this role, you'll be responsible for providing exceptional customer service to members, clients, and providers through multiple channels, including phone, email, fax, and U.S. mail. You'll be the face of arenaflex, ensuring that our customers receive accurate and timely information about their benefits, claims, and eligibility.
**Key Responsibilities**
As a Government Programs Customer Service Representative, you'll be responsible for:
* Promptly and professionally responding to member, client, and provider questions through multiple channels, including phone, email, fax, and U.S. mail
* Clearly and accurately communicating all eligibility, benefit, claim status, and payment information related to caller's questions
* Properly identifying the reason(s) for the call and providing appropriate resolution to inquiries and complaints within specified timeframes and guidelines established by regulatory agencies or client contracts
* Informing and assisting callers with grievance and claims appeals processes, as necessary
* Clearly, accurately, and thoroughly documenting information in the customer relationship management system to ensure all relevant details of the phone call are captured
* Meeting or exceeding quality standards and call center metrics as required for the position
* Entering and adjusting claims as required
**Minimum Requirements**
To be successful in this role, you'll need:
* A high school diploma or equivalent, with an associate's degree in business administration or a related field preferred
* Two years of customer service experience in a business environment that requires the use of a software application to assist customers, preferably in a call center assisting Medicare and/or Medicaid enrollees
* Demonstrated knowledge of personal computers and software applications (including Windows) through previous experience and/or coursework
* Successful completion of the customer service simulation assessment with a minimum score of 62 out of a possible 100 (assessment waived if candidate previously passed test while at arenaflex or if previously held Customer Service Trainee, Customer Service Advisor, or Customer Service Associate position)
* Successful completion of the customer service multitasking and call logging assessment with a minimum score of 65 out of a possible 100
* Successful completion of the customer service email composition assessment with a minimum score of 62 out of a possible 100
**Preferred Qualifications**
* Experience working in a call center environment, preferably in a government programs setting
* Knowledge of dental benefits and government programs, such as Medicare and Medicaid
* Certification in customer service, such as Certified Customer Service Representative (CCSR) or Certified Customer Service Manager (CCSM)
**Work Environment and Culture**
As a remote employee, you'll have the flexibility to work from the comfort of your own home. Our team is dedicated to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We offer a comprehensive benefits package, including medical, dental, and vision coverage, short- and long-term disability, life insurance, 401(k) savings plans, flex spending accounts, and tuition reimbursement or educational assistance. Employees are also eligible for annual incentive compensation based on annual business goals.
**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:
* On-the-job training and coaching
* Online training and certification programs
* Mentorship and leadership development programs
* Opportunities for advancement and career growth
**Compensation, Perks, and Benefits**
We offer a competitive salary and benefits package, including:
* Medical, dental, and vision coverage
* Short- and long-term disability
* Life insurance
* 401(k) savings plans
* Flex spending accounts
* Tuition reimbursement or educational assistance
* Annual incentive compensation based on annual business goals
* Eight hours of paid volunteer time each year
* Access to an on-staff health coach and personal trainer
* Virtual lunchtime workouts hosted by the trainer and/or an on-site fitness center
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we prohibit discrimination based on race, color, religion, gender, gender identity, gender expression, age, national origin, familial status, citizenship, genetic information, disability, sex, sexual orientation, marital status, pregnancy, height, weight, military status, or any other status protected under federal, state, or local law or ordinance.
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