Experienced Customer Service Representative - Remote

At arenaflex, we're on a mission to revolutionize the healthcare industry by providing innovative solutions that prioritize patient care and quality outcomes. As a Customer Service Representative, you'll play a vital role in delivering exceptional customer experiences and ensuring the highest level of satisfaction for our clients and patients. If you're passionate about making a difference in the lives of others and thrive in a fast-paced, dynamic environment, we want to hear from you!

About arenaflex

arenaflex is a leading provider of specialty benefits management services, dedicated to improving healthcare outcomes and reducing costs for payors and providers. Our team of healthcare professionals is committed to delivering evidence-based solutions and second opinions, empowering staff to make a meaningful impact every day. With a strong IT capability and a collaborative approach, we're shaping the future of healthcare and seeking talented individuals to join our mission.

Job Description

As a Customer Service Representative, you'll be responsible for:

• Conducting administrative intake and scripted clinical intake of calls for clinical review
• Providing quality customer service through interaction with providers, administrative staff, and others
• Building and maintaining customer satisfaction with products and services; providing excellent service to internal and external customers
• Collecting and entering confidential information, ensuring the highest level of confidentiality in all areas
• Maintaining high-quality documentation standards when collecting and performing data entry functions
• Providing ongoing telephonic support to providers and office staff related to arenaflex's Clinical Review process
• Providing administrative support to the Clinical Review Department as needed
• Participating and understanding the scope of responsibility pertaining to ongoing Quality Initiative Projects
• Maintaining acceptable levels of performance for all Key Performance Indicators, such as Average Talk Time (ATT), Quality, and adherence to schedule
• Participating in the arenaflex Quality Management Program as required
• Adhering to all HIPAA, state, and federal regulations pertaining to the clinical programs
• Adhering to both URAC & NCQA standards in keeping with arenaflex's compliance initiatives
• Carrying out other projects and responsibilities as assigned

Qualifications

To succeed in this role, you'll need:

• High School Diploma/GED, required
• 1 year of customer service experience, required
• Ability to hard line internet into computer equipment provided, required
• Internet upload speed of 5 mbps and download of 25 mbps, required (verified at onboarding)
• HIPAA compliant room, required (verified at onboarding)
• Prior experience in the healthcare industry (i.e., prior authorizations, patient care, CPT codes, etc.), preferable
• Ability to read clinical terminology with high levels of proficiency
• Ability to work efficiently in a fast-paced, high call volume, performance-driven Contact Center
• MS Outlook and Windows proficiency
• Ability to work on dual monitors and navigate multiple software applications simultaneously
• Strong time management skills
• Ability to adhere to strict schedule with ability to adapt to schedule changes
• Highly skilled at delivering client and customer satisfaction
• Must possess strong verbal and written communication skills

Why Join arenaflex?

* Competitive compensation and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and onboarding program
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and tools
• Collaborative and supportive team culture

What We Offer

* A comprehensive benefits package, including medical, dental, and vision coverage

• A 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for professional development and continuing education
• A collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Flexible work arrangements, including remote work options

How to Apply

If you're passionate about delivering exceptional customer experiences and making a difference in the lives of others, 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!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

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