Experienced Customer Service Representative - Well-being (Remote, $15/hour)

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our members' expectations. As a Customer Service Representative - Well-being, you'll play a vital role in providing top-notch support to our members who are seeking or utilizing Health Management programs. If you're passionate about delivering world-class customer service, have a knack for problem-solving, and thrive in a dynamic, remote work environment, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative health and wellness solutions that empower individuals to take control of their well-being. Our mission is to make a meaningful difference in people's lives by delivering personalized, compassionate, and effective support. As a remote Customer Service Representative, you'll be part of a talented team that's passionate about making a positive impact.

Responsibilities

As a Customer Service Representative - Well-being, your primary responsibilities will include:

• Responding to telephone calls from members, health plans, and employer groups in a professional, accurate, timely, and courteous manner
• Demonstrating knowledge and understanding of all arenaflex products and programs through consistent proficiency in quality, quantity, and responsiveness
• Ascertaining the nature of the contact and recording information in the appropriate system
• Providing accurate answers to member inquiries by following standard policies and procedures
• Interacting in a positive, respectful manner and establishing and maintaining cooperative working relationships with internal and external customers
• Utilizing defined criteria to determine member qualification for Health Management programs
• Coordinating collection of necessary information, including member co-pays or payments when necessary
• Coordinating access to Health Management coaches when clinical advice or information is necessary to support the member
• Coordinating appointment scheduling for applicable Health Management programs and initiating appointments on behalf of Health Management coaches
• Forwarding documentation to Research Team for follow-up if inquiry requires additional action
• Analyzing information, problems, issues, situations, and procedures to develop effective solutions to ensure member satisfaction with the Health Management programs
• Researching unique questions using all available resources and referring difficult issues to Supervisor for appropriate answers
• Handling all issues requiring additional action within the necessary timeframes
• Managing time to ensure calls are answered within required timeframes and appropriate follow-up is conducted in a timely manner
• Exercising strict confidentiality in all matters relating to the member experience with arenaflex
• Attending and participating in employee and other meetings to discuss issues and foster teamwork among department personnel
• Placing outbound outreach calls to members who were referred to the program by Health Advocates, DM, or another identified referral source when requested

Qualifications

To be successful in this role, you'll need:

• A high school diploma or equivalent
• Minimum 1 year of Customer Service experience, with at least 6 months of Customer Service experience in an inbound Customer Service Call Center servicing members
• Experience in healthcare is preferred
• Basic experience with MS Office
• Excellent customer service skills, with the ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment
• Ability to effectively organize, prioritize, multi-task, and manage time
• Demonstrated accuracy and productivity in a changing environment with constant interruptions
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions
• Ability to exercise strict confidentiality in all matters

Core Competencies

As a Customer Service Representative - Well-being, you'll need to demonstrate the following core competencies:

• Excellent customer service skills, with the ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment
• Ability to effectively organize, prioritize, multi-task, and manage time
• Demonstrated accuracy and productivity in a changing environment with constant interruptions
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions
• Ability to exercise strict confidentiality in all matters

Work Environment and Culture

As a remote Customer Service Representative, you'll work from the comfort of your own home, with a designated work area and company-provided technology equipment. Our work environment is fast-paced, dynamic, and collaborative, with a focus on delivering exceptional customer experiences. We're committed to fostering a culture of inclusivity, respect, and open communication, where every team member feels valued and supported.

Compensation and Benefits

As a Customer Service Representative - Well-being, you'll enjoy a competitive salary of $15/hour, with the potential to earn up to $16/hour within the first year, plus merit. You'll also have access to additional bonus opportunities based on meeting Key Job Accountabilities (KJA) after 6, 12, and 24 months. arenaflex offers a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) retirement plan and paid time off.

How to Apply

If you're passionate about delivering exceptional customer service and are looking for a rewarding new role, we encourage you to apply now! Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply To This Job

Equal Employment Opportunity

arenaflex is an Equal Opportunity/Affirmative Action Employer. We're committed to creating a diverse and inclusive work environment that values and respects every team member. We welcome applications from qualified individuals of all backgrounds, including those with disabilities, veterans, and individuals from underrepresented communities. If you require an accommodation to apply or participate in the hiring process, please contact our Human Resources Department at (800) 848-3555 x6702. Apply for this job