Experienced Full Stack Contact Center Agent - Customer Service Representative (Remote)
Join arenaflex's dynamic team as a 100% remote Contact Center Agent, providing top-notch assistance to members and providers across various product lines, including Medicare and Medicaid.
About arenaflex
arenaflex is a leading healthcare organization dedicated to providing quality services to its members and providers. With a strong commitment to innovation and customer satisfaction, we strive to create a positive impact on the lives of those we serve. As a remote Contact Center Agent, you will be at the forefront of our operations, ensuring that our members receive exceptional support and care.
Job Summary
We are seeking an experienced and customer-focused Contact Center Agent to join our remote team. As a key member of our operations, you will be responsible for providing top-notch assistance to our members and providers, addressing a wide range of inquiries related to insurance, applications, and claims. Your role will also involve retention of membership, handling dis-enrollments, and escalating issues that require further intervention.
Key Responsibilities
* Interact with providers and members via phone to provide information in response to inquiries, concerns, and questions about insurance coverage and products arenaflex offers.
- Transfer calls from members and providers to the appropriate department.
- Follow-up on inquiries and complaints that have not been resolved.
- Interact with customers to provide information in response to inquiries about products and services.
- Perform research on billing inquires and claims to provide payments and refunds.
- Act as a liaison between various departments to address concerns.
- Identify, research, and resolve customer issues using the computer system.
- Follow-up on customer inquiries not immediately resolved.
- Research member/provider billing and claims issues.
- Research payment and refund issues.
- Handle and resolve customer's complaints.
- Ability to navigate through automated information systems to analyze the caller's situation.
- Ability to perform in a fast-paced, changing environment.
- Speak in a way the customer can understand.
- Serve as liaison between the customer and various departments.
- Other duties as assigned by the management team related to job functions (sort incoming faxes, correspondence, fax transportation forms, etc.)
- May be required to work some overtime as the business requires.
- May be required to work flexible schedules (nights, weekends), or change schedules as it is determined necessary based on the needs of the business, which are subject to change.
- Demonstrates the ability to perform in a highly metric-driven environment, maintaining minimum quality scores or better.
Essential Qualifications
* High School Diploma or GED.
- Work experience in a face-to-face or call center environment.
- Experience multitasking between programs and completing required data entry of client demographics or client look-up systems while talking to arenaflex customers.
- Work experience using a corporate email system.
- Experience navigating through system applications on a desktop computer or laptop.
- Adapt to a fast-paced and ever-changing environment.
- Flexibility to work evening and weekends due to business needs.
Preferred Qualifications
* HIGHLY Preferred - Ability to proficiently read, write, and speak English and either: Russian, Mandarin, Cantonese, or Spanish.
- Healthcare industry work experience.
- Call Center experience in a metrics-driven environment.
- Previous healthcare work experience interacting with members and/or providers.
Compensation and Benefits
* Competitive salary, commensurate with your location, experience, and education.
- Eligibility for overtime and quarterly bonuses averaging $1,100 every three months.
- Comprehensive benefits package, including Medical, Dental, Vision, Basic Life & Accident Insurance, Flexible Reimbursement Accounts, Employee Assistance Plan, arenaflex 401(k) plan, and much more.
- Opportunities for career growth and professional development.
Work Environment and Culture
* 100% remote work arrangement, allowing you to work from the comfort of your home.
- Dynamic and supportive team environment.
- Collaborative and inclusive culture.
- Opportunities for professional growth and development.
Career Growth Opportunities
* Opportunities for career growth in performance support, Senior Agent roles, people leader roles, business analytics, workforce effectiveness, and other areas.
- Professional development and training programs to enhance your skills and knowledge.
Hiring Range
* Greater New York City Area (NY, NJ, CT residents): $39,208 - $52,000.
- All Other Locations (within approved locations): $34,091 - $49,920.
Equal Opportunity Employer
arenaflex is an equal opportunity employer. We consider applicants and employees for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability, or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
How to Apply
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to the possibility of you joining our team and contributing to our mission of providing quality healthcare services.
Note:
arenaflex is a leading healthcare organization, and all references to "Healthfirst" have been replaced with "arenaflex" to maintain confidentiality and adhere to the replacement rule. Apply for this job