Experienced Customer Care Representative I - Call Center for Behavioral Health Services

Are you passionate about delivering exceptional customer service and making a positive impact in the lives of others? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join our team at arenaflex, a leading provider of innovative staffing solutions for state and local governments. As a Customer Care Representative I, you will play a vital role in our Maryland Behavioral Health Administrative Services Project, working closely with participants, providers, and internal teams to ensure seamless customer experiences and meet project goals. If you're a motivated, customer-focused individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is an award-winning staffing firm dedicated to making lives better by engaging and supporting our clients and partners. Our mission is to be the most knowledgeable staffing partner, and we achieve this by identifying and cultivating the talents of our employees and matching them with the needs of our clients. We value customer service, accountability, and getting the job done, and we're committed to creating a work environment that fosters growth, learning, and success.

Job Summary

As a Customer Care Representative I, you will be responsible for developing and maintaining positive customer relationships, coordinating with various functions within the company, and ensuring customer requests and questions are handled appropriately and in a timely manner. You will provide exceptional service to participants and providers, handle inquiries, resolve issues, and assist with behavioral health/substance use service needs. You will also adhere to company policies, procedures, and confidentiality standards and related duties as assigned.

Essential Duties and Responsibilities

* Respond to incoming calls, emails, and other communication channels in a professional and courteous manner, addressing questions and concerns related to behavioral health/substance use services.

• Research and resolve customer issues, complaints, or service discrepancies by collaborating with appropriate teams or escalating as necessary to provide information and/or solutions.
• Accurately log customer interactions, maintain updated records, and document resolutions using internal systems.
• Provide information on available behavioral health and substance abuse services, eligibility requirements, and program processes to clients, members, and providers.
• Ensure all interactions are HIPAA compliant, company policies, and state or federal regulations governing behavioral health and substance abuse services.
• Work closely with team members and other departments to ensure a seamless customer experience and meet project goals.
• Identify and communicate trends in customer inquiries to support continuous improvement initiatives for the project.
• Participate in developing department goals, objectives, and systems.
• Participate in staff meetings and attend other meetings and seminars as assigned.
• Recommend new approaches, policies, and procedures to continually improve efficiency of the department and services performed.
• Efficiently perform duties as assigned and work independently and as a team to accomplish common goals.

Required Skills and Abilities

* Accountability for commitments, follow-ups, tasks, and timely completion of trainings.

• Flexible and quick learner, willing to adapt to changing customer and business needs.
• Strong work ethic.
• Excellent verbal, written, and listening communication skills within the English language.
• Proven, high-quality customer service (internal and external customers).
• Ability to work independently and collaboratively.
• Capability to analyze situations carefully and adopt appropriate courses of action.
• Ability to understand and adhere to the duties, methods, and procedures required by the position.
• Excellent organizational skills and attention to detail.
• Ability to prioritize multiple tasks and navigate multiple computer applications/screens efficiently.
• Ability to effectively communicate to large and small group audiences.
• Proficient with Microsoft Office Suite, system navigation, and/or related software.

Education and Experience

* High school diploma or equivalent.

• 1-2 years of experience in customer service, providing call center support, preferably in healthcare or behavioral health and/or substance use field.

Physical Requirements

* Prolonged periods of sitting at a desk and working on a computer with multiple screens.

• Standard hours of work Monday through Friday, 8:30 am - 5:00 pm Eastern for training.
• Standard hours of work Monday through Friday, 9:00 am - 5:30 pm Eastern after training.

Benefits of Working for arenaflex

* Support from a team of professionals committed to making your life better.

• 19 days of PTO.
• 12 paid holidays, 13 paid holidays during election years.
• Merit/COLA increases.
• Flex time allowed, during the same week.
• Medical, dental, and vision insurance.
• Medical and dependent flexible spending account.
• Pet insurance.
• Mass transportation benefit for the Maryland and Washington, D.C. area.
• 401(k) with a generous employer match.
• Easy-to-use employee self-serve HR portal.

Equal Opportunity Employer

arenaflex Consulting LLC is an equal opportunity employer and does not discriminate in hiring based on federally protected classifications to include but not limited to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, marital status, or other characteristics protected by law. If you're a motivated, customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and make a positive impact in the lives of others. Apply for this job