Experienced Customer Service Representative – Remote Work Opportunity with arenaflex

At arenaflex, we're passionate about delivering exceptional customer experiences that make a real difference in people's lives. As a Customer Service Representative, you'll play a vital role in helping our customers navigate complex healthcare benefits and pharmacy services. If you're a motivated and empathetic individual with a passion for delivering top-notch customer service, we want to hear from you!

About arenaflex

arenaflex is a global Health Service company dedicated to helping people improve their health and vitality. With a strong commitment to innovation and customer-centricity, we're shaping the future of healthcare. Our team is made up of dedicated professionals who share a common goal: to make a meaningful impact on people's lives.

The Role

As a Customer Service Representative, you'll be the face of arenaflex, providing exceptional customer service to our members, providers, and pharmacies. You'll be the go-to expert for answering questions about Pharmacy Benefit Management (PBM) benefits, mail-order pharmacies, and Medicare. Your strong communication skills, active listening, and problem-solving abilities will help you navigate complex customer issues and provide solutions that meet their needs.

Key Responsibilities

* Answer inbound calls from members, providers, and pharmacies with questions about PBM benefits, mail-order pharmacies, or Medicare

• Take calls back-to-back while toggling through several applications on multiple screens
• Attend 100% of trainings and the first 90 days of employment
• Update conversion requests and provide shipment status to members
• Facilitate transition of requested medications to home delivery
• Advocate for the member patient by placing phone calls, fax, or other means to physician's office to obtain prescriptions and forward to pharmacy for fulfillment
• Obtain new prescriptions from physician's office and record approval status
• Service incoming calls from doctors' offices
• Ensure accurate and complete documentation is entered into the appropriate systems for all contacts (internal/external) to maintain the quality of the home delivery process, document HIPAA compliance, and reduce potential legal concerns
• Resolve questions and/or issues that may be preventing shipment of an order
• Uphold quality and productivity standards on all transactions
• Use active listening skills when the members express concerns about medication coverage or costs and offer the members options for a starting coverage review to meet regulatory requirements
• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service

What You'll Need

* High School diploma or equivalent required

• At least 2-3 years of relevant experience in Healthcare and/or Call Center preferred
• A dedicated workspace with no distractions is required
• Tech Savvy – Strong computer skills including Microsoft Office
• Strong organization skills, written, and verbal communication skills
• Ability to provide exceptional listening and customer service skills; remain calm and helpful even when dealing with difficult callers
• Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make decisions
• Foster teamwork and partnership with cross-functional departments to resolve issues and improve customer experience
• Ability to work a flexible schedule including Night and/or weekends

What We Offer

* Competitive hourly rate of $17 - $23 USD per hour, depending on relevant factors, including experience and geographic location

• Eligibility to participate in an annual bonus plan
• Comprehensive range of benefits, with a focus on supporting your whole health, including:

+ Medical, vision, dental, and well-being and behavioral health programs + 401(k) with company match + Company-paid life insurance + Tuition reimbursement + A minimum of 18 days of paid time off per year and paid holidays

Work Environment and Culture

As a remote Customer Service Representative, you'll enjoy a flexible work-from-home lifestyle where you can virtually connect with coworkers and customers. Our company culture is built on a foundation of empathy, innovation, and customer-centricity. We're passionate about creating a workplace that's inclusive, supportive, and empowering.

How to Apply

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and look forward to hearing from you. Apply to this job

Equal Employment Opportunity

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status, or any other characteristic protected by applicable equal employment opportunity laws.

Reasonable Accommodation

If you require reasonable accommodation in completing the online application process, please email [View email address on click.appcast.io](mailto:View%20email%20address%20on%20click.appcast.io) for support. Do not email [View email address on click.appcast.io](mailto:View%20email%20address%20on%20click.appcast.io) for an update on your application or to provide your resume as you will not receive a response.

Tobacco-Free Policy

arenaflex has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Criminal History

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. Apply for this job