Experienced Full Stack Customer Service Representative – Medicaid Support and Enrollment

Join our dynamic team at arenaflex as a South Bend - Level 2 Call Center Customer Service Representative! This role is 100% remote, giving you full control over your work environment. This position requires a strong and diverse skillset in relevant areas to drive success. Earn a reliable and steady income of a competitive salary.

About arenaflex

arenaflex is a leading provider of innovative solutions in the healthcare industry. Our mission is to make a positive impact on people's lives by delivering exceptional customer service and support. We are committed to helping our clients achieve their goals and exceed their expectations. Our team is passionate about what we do, and we're looking for like-minded individuals to join us on this exciting journey.

Company Values

At arenaflex, we live by our core values:

• Make a Difference: We strive to make a positive impact on our clients, members, and communities.
• Help First: We put the needs of our clients and members first, always.
• Straight Talk: We communicate clearly and honestly, always.
• Grow or Die: We're committed to continuous learning and growth, both personally and professionally.
• Victor, Not Victim: We take ownership of our actions and outcomes, and we're not afraid to take calculated risks.

Position Summary

The Senior Customer Service Representative (L2) is responsible for providing exceptional customer service and support to Indiana Medicaid members. This role requires a high level of accuracy, attention to detail, and excellent communication skills. As a Senior Customer Service Representative, you will be the primary point of contact for members, providing information and support related to their Medicaid coverage, benefits, and enrollment.

Key Responsibilities

* Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment.

• Educate members on Medicaid policies and procedures, including enrollment, redetermination, plan options, and benefits.
• Provide excellent customer service by addressing customer inquiries, complaints, or concerns in a professional and courteous manner.
• Report grievances and escalations using the appropriate channels.
• Meet individual and team performance goals, including accuracy of information provided to all callers and utilization of resources to ensure accuracy.
• Maintain accurate and up-to-date member records and documentation of all interactions in the call center system.
• Utilize various systems and software applications to assist members, including electronic health record systems, eligibility systems, claims, and customer relationship management (CRM) systems.
• Effectively utilize Interpretive Language Services for non-English speaking members.
• Transfer calls to the client's call center as appropriate, and assist with client outreach requests and follow-up with supervisor on call resolution in a timely manner.

Essential Functions

* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment.
• Meet individual and team performance goals.
• Maintain member records throughout all databases.
• Transfer calls to the client's call center as appropriate.

Competencies

* Working knowledge in Microsoft Office and auto dialer tools.

• Demonstrates the capability to efficiently manage multiple systems and software applications simultaneously.
• Ability to accurately communicate summary information in a written format.
• Excellent interpersonal and communication skills (both verbal and written) necessary to interact with members, staff, guests, providers, and clients.
• Critical thinking and listening skills.
• Independent problem identification/resolution and decision-making skills.
• Conflict resolution and negotiation skills.
• Empathetic and sincere, superior rapport building skills.
• Excellent verbal communication skills.
• Familiarity with medical terminology to explain healthcare benefits and ensure each member's needs are appropriately met.
• Ability to type at a minimum of 45 wpm.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role uses standard office equipment such as computers, computer phone headsets, and phones.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit, use hands to finger, handle or feel; and reach with hands and arms. Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Position Type and Expected Hours of Work

This is a full-time position. Shifts are scheduled at times when the Call Center is open Monday through Friday, 7:00 a.m. to 7 p.m. Central time. Evening and weekend work may be required as job duties demand and for team meetings.

Travel

No travel is expected for this position.

Required Education and Experience

* High school diploma or GED.

Preferred Education and Experience

* One or two years' experience in insurance.

• Knowledge of Medicaid.
• Experience with Artiva software.
• Accounts Payable experience.
• Bi-lingual.

Additional Eligibility Qualifications

* Ability to handle complex accounts with little to no assistance.

• Ability to use the non-conformity to escalate issues.
• Ability to pass a knowledge assessment.

Benefits

* 401(k)

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule

* 8 hour shift

• Weekends as needed

Application Question(s)

* What is your Salary Requirement?

Location

* Indiana (Required)

Work Location

Remote

Take the Next Step

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