Experienced Customer Service Representative – Transforming Healthcare with Compassion and Excellence
At arenaflex, we're on a mission to revolutionize the way healthcare is delivered, and we're looking for a talented and compassionate Customer Service Representative to join our team. As a Customer Service Representative at arenaflex, you'll be the face of our organization, providing exceptional support to our members, plan sponsors, and providers. If you're passionate about delivering world-class customer service and have a heart for helping others, we want to hear from you.
About arenaflex
arenaflex is a leading healthcare company dedicated to delivering enhanced human-centric healthcare solutions. Our purpose is to bring our heart to every moment of your health, and our Heart At Work Behaviors support this purpose by empowering our employees to transform our culture and accelerate innovation. We're committed to making healthcare more personal, convenient, and affordable for everyone.
Our Culture
At arenaflex, we believe that our employees are the heart of our organization. We're a team of passionate and dedicated individuals who are driven by a shared purpose to make a difference in the lives of our members. Our culture is built on the principles of empathy, compassion, and excellence, and we're committed to creating a work environment that's inclusive, supportive, and empowering.
Job Summary
As a Customer Service Representative at arenaflex, you'll be responsible for providing exceptional support to our members, plan sponsors, and providers through phone calls, emails, and other communication channels. You'll be the single point of contact for our customers, resolving issues, answering questions, and connecting them with additional services as needed. You'll also have the opportunity to work collaboratively with our teams to develop process improvements and enhance the overall delivery of service.
Key Responsibilities
* Answer questions and resolve issues as a single point of contact based on phone calls from members, plan sponsors, and providers
- Take ownership of each customer contact to resolve their issues and connect them with additional services as appropriate
- Take immediate action when confronted with a problem or made aware of a situation
- Seek to understand the customer, including circumstances, problems, expectations, and needs
- Ask probing questions to identify the underlying customer needs
- Anticipate or identify member needs beyond the initial inquiry by answering the unasked questions
- Provide the customer with related information to answer the unasked questions, e.g., additional plan details, benefit plan details, member self-service tools, etc.
- Provide customized interaction based on customer preference and individualized needs, creating an emotional connection with our members by understanding and engaging the member to the fullest
- Fully understand the member's needs by building a trusting and caring relationship with the member
- Educate and assist customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.e., assistance with member self-service tools, Consultation Opportunities - Simple Steps, Cost of Care Tools, Natural Alternatives Program, etc.)
- Utilize all relevant information to effectively influence member engagement
- Provide education to members to support them in managing their health
- Guide members to the appropriate health resource. Offers alternatives where appropriate
- Acts with the best interest of customer in mind and central to all interactions
- Documents and tracks all contacts, events, and outcomes with members using appropriate systems and processes
- Uses customer service threshold framework to make financial decisions to resolve member issues
- Resolves issues without or with limited management intervention
- Responds quickly to meet customer needs and resolve problems while avoiding over-committing
- Other activities may include: providing claim status information, benefit coverage interpretations, and explaining plan eligibility
- Processes claim referrals, new claim hand-offs, and escalates issues as appropriate through the system for grievances and appeals
- Initiates out-reach/welcome calls to ensure constituents expectations are met or exceeded
- Identifies trends and any emerging customer service issues and works to develop solutions to address potential problems and/or plan features of interest as an approach to improve understanding of benefit plans and increase post-enrollment member satisfaction
- Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service
- Partners with other departments to deliver client-specific presentations
- Works collaboratively with colleagues to deliver the best customer experience
- Appropriately transitions conversations to explore possibilities for extending customer interactions
- Collaborates with colleagues and co-workers to deliver a world-class customer experience
- Serves as SME providing technical assistance when needed on call-related issues, products, and/or system applications delivery matters
- May participate in preparation and presentation of client-specific presentations
- May track and trend data. Coaches, trains, and assists in the development of call center staff, as required
- Participates in and/or leads special projects/initiatives addressing service issues, as necessary
- Provides technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools as needed
Essential Qualifications
* Customer Service experience in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate
- Effective organizational skills and ability to manage multiple tasks
- Effective communication skills, both verbal and written
Education
* High School Diploma Required
Training and Onboarding
* Onsite training in Blue Bell, PA for 19 weeks
- After successfully completing the training requirements, colleagues will move to work from home
Salary and Benefits
* Salary: $17.50 per hour
- Benefits: arenaflex offers a full range of medical, dental, and vision benefits, as well as a 401(k) retirement savings plan, Employee Stock Purchase Plan, and other perks and benefits.
Career Growth Opportunities
* arenaflex is committed to the growth and development of our employees. We offer a range of training and development opportunities to help you advance your career and achieve your goals.
Work Environment
* arenaflex is a dynamic and fast-paced work environment that's committed to innovation and excellence. We're a team of passionate and dedicated individuals who are driven by a shared purpose to make a difference in the lives of our members.
How to Apply
If you're passionate about delivering world-class customer service and have a heart for helping others, we want to hear from you. Apply now to join our team and be part of a company that's transforming the way healthcare is delivered.
Application Window
The application window for this opening will close on: 09/13/2024
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. Apply Job! Apply for this job