Experienced Full Stack Customer Service Representative – Hybrid-Remote Training Benefits Career Path $19/hr – Worcester, MA

At arenaflex, we're dedicated to providing exceptional health care services that cater to the diverse needs of our community. As a leading health care services organization, we're committed to innovation, quality, and customer satisfaction. We're now seeking an experienced Full Stack Customer Service Representative to join our team in Worcester, MA.

Job Description:

About arenaflex:

arenaflex is a leading health care services organization that has been serving the community since 1977. We offer innovative health insurance solutions, Medicaid and Medicare products, and unique health care programs that provide coordinated, integrated care for seniors and individuals with complex health needs. Our commitment to quality and customer satisfaction has earned us a reputation as one of the nation's top health plans. We're proud to be the only health plan in Massachusetts to have been awarded "Excellent" Accreditation by the National Committee for Quality Assurance for our HMO, Medicare Advantage, and Medicaid products.

Job Summary:

As a Full Stack Customer Service Representative at arenaflex, you'll play a critical role in addressing member and provider inquiries, providing direction on Plan policies, procedures, and benefits, and ensuring customer satisfaction. You'll be the primary liaison for our members, providing them with the information and support they need to navigate our health care services. Your exceptional communication skills, attention to detail, and ability to multitask will make you an invaluable asset to our team.

Key Responsibilities:

* Develop and maintain in-depth knowledge of arenaflex's health care services, policies, and procedures to provide accurate and timely information to members and providers.

• Provide exceptional customer service, addressing member and provider inquiries, and resolving issues in a professional and courteous manner.
• Document call details accurately and thoroughly, tracking member and provider contacts to ensure seamless communication and follow-up.
• Identify and communicate trends that indicate enterprise service issues, escalating concerns and servicing issues to management as needed.
• Execute corporate and department policies and practices, ensuring compliance with regulatory requirements and arenaflex's standards.
• Collaborate with internal teams to resolve complex issues, provide support, and enhance the overall member experience.

Qualifications:

* High school diploma required; Bachelor's degree or advanced education desirable.

• 2+ years of professional work experience in a customer-facing inbound call-center setting.
• Strong communication and interpersonal skills, with the ability to build rapport with members, providers, and internal stakeholders.
• Excellent typing skills and high proficiency with MS Word, MS Excel, and system data entry.
• Ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.
• Strong problem-solving skills, with the ability to analyze complex issues and provide effective solutions.

Preferred Qualifications:

* Experience working in the health care industry, with knowledge of health insurance products and services.

• Certification in customer service, such as Certified Customer Service Representative (CCSR) or Certified Customer Service Manager (CCSM).
• Experience with CRM software, such as Salesforce or Zendesk.
• Bilingual or multilingual skills, with the ability to communicate effectively with diverse populations.

Skills and Competencies:

* Excellent communication and interpersonal skills, with the ability to build rapport with members, providers, and internal stakeholders.

• Strong problem-solving skills, with the ability to analyze complex issues and provide effective solutions.
• Ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.
• Strong typing skills and high proficiency with MS Word, MS Excel, and system data entry.
• Ability to work in a team environment, collaborating with internal teams to resolve complex issues and enhance the overall member experience.

Career Growth Opportunities and Learning Benefits:

* arenaflex offers a comprehensive training program, providing you with the skills and knowledge needed to succeed in your role.

• Opportunities for career advancement, with a clear path for professional growth and development.
• Collaborative and supportive work environment, with a focus on teamwork and continuous learning.
• Access to ongoing training and development programs, including workshops, webinars, and conferences.

Work Environment and Company Culture:

* arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive of all employees.

• Our office is located in Worcester, MA, with a hybrid-remote work arrangement that allows for flexibility and work-life balance.
• We offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) retirement plan.
• arenaflex is an equal employment opportunity employer, committed to diversity and inclusion in all aspects of our business.

Compensation and Perks:

* Competitive hourly rate of $19 per hour.

• Comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) retirement plan.
• Paid time off, including vacation, sick leave, and holidays.
• Opportunities for professional growth and development, with a clear path for career advancement.

How to Apply:

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!

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