Experienced Customer Experience Representative - INBOUND (Remote/WFM)

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a dedicated Representative, Customer Experience - INBOUND, you'll play a vital role in shaping the future of our organization. We're seeking a highly skilled and passionate individual to join our team, providing top-notch support to our members and providers.

About arenaflex

arenaflex is a leading healthcare organization committed to providing quality care to individuals receiving government assistance. With a strong focus on innovation and customer satisfaction, we're constantly pushing the boundaries of what's possible in the industry. Our team is comprised of talented professionals who share a common goal: to make a meaningful difference in the lives of others.

Job Summary

As a Representative, Customer Experience - INBOUND, you'll be responsible for delivering exceptional service to our members and providers through various communication channels. This role requires a strong skillset in customer service, problem-solving, and communication. You'll work closely with internal and external departments to ensure seamless resolution of customer inquiries and concerns.

Key Responsibilities

* Provide service support to members and/or providers using one or more contact center communication channels, including phone, chat, email, and off-phone work, across multiple states and/or products.

• Conduct various surveys related to health assessments and member/provider satisfaction.
• Accurately document pertinent details related to Member or Provider inquiries.
• Work regularly scheduled shifts within our hours of operation, including lunches and breaks, and be available to work overtime and/or weekends as needed.
• Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
• Aptitude to listen attentively, capture relevant information, and identify Member or Provider's inquiries and concerns.
• Meet/exceed individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence, and other Contact Center objectives.
• Proactively engage and collaborate with internal/external departments.
• Personal responsibility and accountability by taking ownership of providing resolutions in real-time or through timely follow-up with the Member and/or Provider.
• Support provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
• Effectively communicate in a professional setting.

Essential Qualifications

* High School Diploma or equivalent combination of education and experience.

• 1-3 years of Sales and/or Customer Service experience in a fast-paced, high-volume environment.
• Strong communication and interpersonal skills.
• Ability to work in a team environment and adapt to changing priorities.
• Proficiency in Microsoft Office and other relevant software applications.

Preferred Qualifications

* Associate's Degree or equivalent combination of education and experience.

• 1-3 years of experience in a contact center environment.
• Familiarity with Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity.
• Experience working with Medicaid, Medicare, and/or Marketplace business.

Skills and Competencies

* Excellent communication and interpersonal skills.

• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Proficiency in Microsoft Office and other relevant software applications.
• Strong customer service skills and ability to provide exceptional service to members and providers.
• Ability to work independently and as part of a team.
• Strong time management and organizational skills.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Representative, Customer Experience - INBOUND, you'll have access to:

• Ongoing training and development opportunities to enhance your skills and knowledge.
• Opportunities for career advancement and professional growth.
• A collaborative and supportive work environment.
• Recognition and rewards for outstanding performance.

Work Environment and Company Culture

arenaflex is a dynamic and innovative organization that values diversity, equity, and inclusion. Our team is comprised of talented professionals who share a common goal: to make a meaningful difference in the lives of others. We're committed to creating a work environment that's inclusive, supportive, and empowering.

Compensation, Perks, and Benefits

arenaflex offers a competitive benefits and compensation package, including:

• Competitive hourly rate: $20.29 - $28.82 per hour.
• Opportunities for career advancement and professional growth.
• Ongoing training and development opportunities.
• Recognition and rewards for outstanding performance.
• A collaborative and supportive work environment.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off and holidays.

How to Apply

If you're a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer (EOE) and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive, supportive, and empowering. Apply for this job