Experienced Customer Service Representative – Medicare Appeal Process Support
At arenaflex, we're dedicated to empowering better health outcomes through technology, services, and clinical expertise. Our mission is to innovate health solutions that deliver maximum value and impact. We're a team of passionate individuals who come together to redefine expectations for the healthcare industry. State and federal healthcare agencies, providers, and employers turn to us as their vital partner to ensure better healthcare and improve health outcomes.
We're seeking an experienced Customer Service Representative to join our growing team. As a Customer Service Representative at arenaflex, you'll play a vital role in supporting the Medicare Appeal process by answering incoming telephone calls, resolving customer questions, complaints, and requests. You'll be the face of our organization, providing exceptional customer service and ensuring that our customers receive the support they need in a timely and courteous manner.
Job Summary:
The Customer Service Representative is responsible for supporting the Medicare Appeal process by answering incoming telephone calls, resolving customer questions, complaints, and requests adhering to internal policies and procedures and utilizing working knowledge of the organization's services to meet productivity and quality standards.
Key Responsibilities:
* Develops and maintains working knowledge of internal policies, procedures, and services (both departmental and operational)
* Utilizes automated systems to log and retrieve information. Performs accurate and timely data entry of electronic faxes
* Receives inquiries from customers or providers by telephone, email, fax, or mail and communicates response within required turnaround times
* Responds to telephone inquiries and complaints in a prompt, accurate, and courteous manner following standard operating procedures
* Interacts with hospitals, physicians, beneficiaries, or other program recipients
* Investigates and resolves or reports customer problems. Identifies and escalates difficult situations to the appropriate party
* Meets or exceeds standards for call volume and service level per department guidelines
* Initiates files by collecting and entering demographic, provider, and procedure information into the system
* Serves as liaison between the Review Supervisors and external providers
* Maintains logs and documents disposition of incoming and outgoing calls
Requirements:
* High School diploma or equivalent
* 2+ year's customer service/telephone experience in a similar call center environment and/or industry
* Must have ability to effectively communicate with team members and external customers
* Must have ability to research and resolve issues related to Medicaid program and service eligibility
Preferred Qualifications/Experience:
* Previous experience in the medical office or other medical setting preferred
* General knowledge of eligibility verification (Medicaid eligibility and program requirements for specific program of focus preferred)
* Knowledge of CPT and HCPCS codes preferred
* PC proficiency to include Microsoft Office Suite
* Experience with Microsoft programs
Benefits:
At arenaflex, we believe that our employees are our greatest asset. That's why we offer a comprehensive benefits package designed to provide you with additional protection, security, and support for both your career and your life away from work. Our benefits include:
* Comprehensive health plans
* Paid time off
* Retirement savings
* Corporate wellness
* Educational assistance
* Corporate discounts
* And more!
Work Environment and Company Culture:
We're a remote-friendly company, and we're committed to creating a work environment that's inclusive, supportive, and empowering. Our team is passionate about making a difference in the lives of our customers, and we're looking for someone who shares that passion. If you're a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply.
Compensation:
The pay range for this position is $15.85 - $18.20. Based on our compensation philosophy, an applicant's placement in the pay range will depend on various considerations, such as years of applicable experience and skill level.
How to Apply:
If you're a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply. Please visit our website at arenaflex.com/careers to submit your application.
Equal Opportunity Employer:
arenaflex is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by applicable Federal, State or Local law.
Thank You:
We know your time is valuable, and we thank you for applying for this position. Due to the high volume of applicants, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in arenaflex and invite you to apply to future openings that may be of interest. Best of luck in your search!
Contact Us:
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you!