Experienced Bilingual English and Spanish - Senior Customer Service Representative – Remote Opportunity at arenaflex

Imagine being part of a team that simplifies the healthcare experience, creates healthier communities, and removes barriers to quality care. At arenaflex, we're on a mission to make a difference in the lives of millions of people by providing exceptional customer service and support. As a Senior Customer Service Representative, you'll play a vital role in helping our members navigate the healthcare system, complete preventive screenings, and adhere to their medications.

About arenaflex

arenaflex is a leading healthcare company dedicated to simplifying the healthcare experience and creating healthier communities. We believe that everyone deserves access to quality care, regardless of their background or circumstances. Our team is passionate about making a difference, and we're committed to providing a supportive and inclusive work environment that fosters growth and development.

Job Summary

We're seeking an experienced Bilingual English and Spanish Senior Customer Service Representative to join our team. As a Senior Customer Service Representative, you'll be responsible for providing exceptional customer service to our members, answering their questions, and resolving their concerns in a timely and professional manner. You'll work collaboratively with physicians and other healthcare providers to proactively assist members with coordinating appointments, requesting prescriptions, and arranging transportation.

Key Responsibilities

* Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods of working at a computer

• Call center environment with moderate noise level due to representatives talking, computers, printers, and floor activity
• Encourage members to use their benefits to seek appropriate care, complete preventive screenings tests, and adhere to their medications
• Work collaboratively with physicians and other healthcare providers to proactively assist members with coordinating appointments, requesting prescriptions, and arranging transportation
• Ensure quality customer service for internal and external customers
• Respond to incoming customer service requests, both verbal and written relating to STARS measures
• Identify and assess customers' needs quickly and accurately
• Places outgoing phone calls to complete follow-up on customer service STARS related measures
• Responds to customer service inquiries or routes inquiries to appropriate departments as necessary
• Establishes and demonstrates competency in eligibility, and associated applications (e.g., RxClaims, SAM, ICUE) in regards to STARS related measures or routes member/provider questions to appropriate department
• Implements customer service strategies relating to STARS Outreach Measures and recommends related improvements/enhancements
• Maintains timely, accurate documentation for all appropriate transactions
• Consistently meets established productivity, schedule adherence, and quality standards
• Keeps management abreast of all outstanding issues

Essential Qualifications

* High School Diploma/GED or equivalent work experience

• Must be 18 years of age or older
• 1+ years of customer service experience analyzing and solving customer problems
• Bilingual fluency in English and Spanish
• Experience with Microsoft Office products: Microsoft Word (create correspondence), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), Microsoft Outlook (email and calendar management)
• Ability to work between the hours of 8:00 AM - 5:00 PM from Monday - Friday. Some overtime may be requested

Preferred Qualifications

* Healthcare/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)

• Social work, behavioral health, disease prevention, health promotion, and behavior change (working with vulnerable populations)
• Sales or account management experience

Telecommuting Requirements

* Reside within the state of Florida within a commutable distance to an arenaflex office in Miami and/or Fort Lauderdale

• Ability to keep all company-sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive an arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

* Ability to navigate a computer while on the phone

• Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
• Ability to remain focused and productive each day though tasks may be repetitive
• Ability to execute own assignments under direction of experienced staff
• Ability to balance and prioritize multiple tasks
• Seeks assistance as appropriate
• Ability to trouble-shoot problems
• Willing to work and contribute in a team environment
• Ability to learn new and complex computer system applications
• All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy

Benefits and Perks

* Competitive salary

• 4 weeks of on-the-job training
• Opportunity to work in a fast-paced and dynamic environment
• Collaborative and supportive team
• Professional development and growth opportunities
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Flexible work arrangements, including remote work options

Diversity and Inclusion

arenaflex is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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 a cover letter, to [insert contact information]. We look forward to hearing from you!

Ready for an Easy Start?

This is a low-stress role with great rewards. If you're reliable and willing to learn, we want you. Apply now and take the first step towards a rewarding career with arenaflex. Apply for this job