Experienced Full Stack Contact Center Agent – Customer Service Representative – arenaflex

Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two interactions are the same? If so, we invite you to join our dynamic team at arenaflex as a Full Stack Contact Center Agent – Customer Service Representative. This is an exciting opportunity to work in a hybrid model, combining remote work with time in our arenaflex office, and to be part of a company that values innovation, collaboration, and employee growth.

About arenaflex

arenaflex is a leading provider of innovative solutions in the healthcare industry. Our mission is to empower individuals and communities to achieve better health outcomes through our cutting-edge products and services. We are committed to fostering a culture of excellence, diversity, and inclusion, where our employees feel valued, supported, and empowered to make a meaningful impact.

Job Description

As a Full Stack Contact Center Agent – Customer Service Representative, you will be the frontline of our operations, ensuring member satisfaction through effective communication, problem resolution, and client education. This role is pivotal in providing top-notch assistance to our members and providers, addressing a wide range of inquiries related to insurance, applications, and claims across various product lines such as Medicare and Medicaid. Your role will also include retention of membership, handling dis-enrollments, and escalating issues that require further intervention.

Key Responsibilities

* Interacting by phone with providers and members to provide information in response to inquiries, concerns, and questions about insurance coverage and products arenaflex offers

• Transferring calls from members and providers to the appropriate department
• Following-up on inquiries and complaints that have not been resolved
• Interacting with customers to provide information in response to inquiries about products and services
• Performing research on billing inquires and claims to provide payments and refunds
• Acting as a liaison between various departments to address concerns
• Identifying, researching, and resolving customer issues using the computer system
• Following-up on customer inquiries not immediately resolved
• Researching member/provider billing and claims issues
• Researching payment and refund issues
• Handling and resolving customer complaints
• Ability to navigate through automated information systems to analyze the caller's situation
• Ability to perform in a fast-paced, changing environment
• Speaks in a way the customer can understand
• Serves as liaison between the customer and various departments
• Other duties as assigned by the management team related to job functions (sort incoming faxes, correspondence, fax transportation forms, etc.)
• May be required to work some overtime as the business requires
• May be required to work flexible schedules (nights, weekends), or change schedules as it is determined necessary based on the needs of the business, which are subject to change
• Demonstrates the ability to perform in a highly metric-driven environment, maintaining minimum quality scores or better

Essential Qualifications

* High School Diploma or GED

• Work experience in a face-to-face or call center environment
• Experience multitasking between programs and completing required data entry of client demographics or client lookup systems while talking to arenaflex customers
• Work experience using a corporate email system
• Experience navigating through system applications on a desktop computer or laptop
• Adapt to a fast-paced and ever-changing environment
• Flexibility to work evening and weekends due to business needs

Preferred Qualifications

* Highly preferred – Ability to proficiently read, write, and speak English and either: Russian, Mandarin, Cantonese, or Spanish

• Healthcare industry work experience
• Call Center experience in a metrics-driven environment
• Previous healthcare work experience interacting with members and/or providers

Compensation and Benefits

* Competitive salary range: $39,208 – $52,000 (Greater New York City Area, NY, NJ, CT residents) or $34,091 – $49,920 (All Other Locations)

• Overtime and quarterly bonuses averaging $1,100 every three months
• Comprehensive benefits package, including medical, dental, vision, basic life and accident insurance, flexible reimbursement accounts, employee assistance plan, arenaflex 401(k) plan, and more
• Opportunities for career growth and professional development
• Flexible work arrangements, including remote work and hybrid model

Career Growth Opportunities

As a Full Stack Contact Center Agent – Customer Service Representative, you will have the opportunity to grow and develop your career within arenaflex. Our company offers a range of career paths, including performance support, senior agent roles, people leader roles, business analytics, workforce effectiveness, and more. We believe in investing in our employees and providing them with the skills and knowledge they need to succeed in their roles and beyond.

Work Environment and Company Culture

arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. Our company culture values innovation, collaboration, and employee growth. We believe in empowering our employees to make a meaningful impact and to be part of a team that is dedicated to making a difference in the lives of our members and providers.

How to Apply

If you are a customer service enthusiast with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your application today, and join our dynamic team at arenaflex. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Apply To This Job

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We value diversity and inclusion and are committed to creating a work environment that is free from discrimination and harassment. We believe in hiring the best talent from a diverse pool of candidates and providing them with equal opportunities for career growth and development. Apply for this job