Experienced Customer Service Representative – TRICARE Program Support (Remote Position)
At arenaflex, we're committed to delivering exceptional customer service to our beneficiaries, end-users, and clients. As a key member of our TRICARE Support team, you'll play a vital role in providing empathetic and efficient support to those who rely on our services. If you're passionate about delivering outstanding customer experiences and have a strong background in healthcare, we encourage you to apply for this exciting opportunity.
About arenaflex
arenaflex is a leading provider of business services to governments, helping them operate health and human services programs. Our team of experts is dedicated to making a positive impact on people's lives, and we're proud to be a part of the healthcare industry. With a strong commitment to excellence and customer satisfaction, we're always looking for talented individuals to join our team.
Job Summary
As an Experienced Customer Service Representative – TRICARE Program Support, you'll be responsible for providing exceptional customer service to beneficiaries, family members, military personnel, and medical providers. You'll work closely with our team to address complex and routine inquiries, resolve issues, and provide informed responses to program eligibility requirements, enrollments, and program benefits. If you're a self-starter with excellent communication skills and a passion for delivering outstanding customer experiences, we encourage you to apply for this exciting opportunity.
Key Responsibilities
* Provide customer service for basic and routine inquiries and problems via multiple channels (telephone, emails, web chats, or written letters)
- Use computerized systems for tracking, information gathering, and troubleshooting
- Provide feedback on call trends, processes, procedures, and training
- Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
- Ensure incoming communications are answered promptly, appropriately, and courteously
- Demonstrate a "can do" and professional attitude when servicing beneficiaries and clients
- Provide informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits
- Retrieve, research, and analyze data from multiple databases to answer client concerns
- De-escalate and manage complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager
- Accurately perform all data entry functions to reflect and document client activity/transactions and do so in a timely manner
- Meet performance requirements and maintain knowledge of project policies and procedures
- Actively participate in and support departmental and organizational quality initiatives and goals
- Work in a systematic, methodical, and orderly way to maintain quality work and high productivity
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment
- Make recommendations for changes to current policies or need for new policy to your supervisor in the spirit of process improvements
- Complete any other reasonable duties as requested by the manager
- Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules
Requirements
* High school diploma or equivalent with 6 months of customer service experience
- Must be able to speak and read English clearly, professionally, and fluently
- Ability to obtain US Security Clearance
- Must be a US Citizen
- Minimum of 1+ years of contact center experience, preferably in a healthcare-related environment
- Minimum 3+ years of experience in delivering excellent customer service in a high-paced environment
- Experience with healthcare insurance plans and billing
- Experience with military health programs
- Experience of healthcare terms
- Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools
- Ability to speak Spanish, highly desirable
- Excellent written and oral communication skills
- Strong interpersonal skills with the ability to build relationships
- Proactive, self-starter with the ability to work well in a team environment
- Detail-oriented with good organizational skills and capable of effectively prioritizing and multitasking
Remote Work Requirements
* HIPAA-compliant workspace – Private and Secure workspace away from others, noise, and distractions
- Reliable high-speed internet – Ethernet/hard-wired connection (no WiFi or Hotspots)
- Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)
Benefits
* Competitive hourly base pay rate of $18.75
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Comprehensive benefits package, including medical, dental, and vision insurance
- Paid time off and holidays
- Access to training and development programs
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 application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
Equal Employment Opportunity
arenaflex is an Affirmative Action/Equal Opportunity Employer. We are committed to diversity and inclusion in the workplace and welcome applications from qualified candidates of all backgrounds. We are proud to be a part of the healthcare industry and are dedicated to making a positive impact on people's lives.
Pay Transparency
arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. Apply for this job