Experienced Customer Service Representative - TRICARE Program Support (Remote Position)

Join arenaflex, a leading provider of business services to governments, in supporting the TRICARE program, a vital healthcare initiative for military personnel, their families, and medical providers. Are you a customer service professional with a passion for delivering exceptional support to those who serve our country? Do you have experience working in a fast-paced environment, handling complex inquiries, and providing empathetic solutions? If so, we invite you to join our team as an Experienced Customer Service Representative - TRICARE Program Support.

About arenaflex

arenaflex is a global leader in providing business services to governments, with a focus on health and human services programs. Our team of experts works tirelessly to ensure that governments operate efficiently and effectively, delivering high-quality services to those who need them most. As a member of our team, you'll be part of a dynamic and diverse workforce that is committed to making a difference in the lives of others.

Job Summary

As an Experienced Customer Service Representative - TRICARE Program Support, you will play a critical role in providing exceptional support to beneficiaries, family members, military personnel, and medical providers. You will be responsible for answering complex and routine inquiries, resolving issues, and providing informed and objective responses to program eligibility requirements, enrollments, and program benefits. Your expertise will be essential in ensuring that our clients receive the highest level of service, exceeding their expectations and building trust in the TRICARE program.

Key Responsibilities

* Provide customer service for basic and routine inquiries and problems via multiple channels (telephone, emails, web chats, or written letters)

• Use computerized systems for tracking, information gathering, and/or troubleshooting
• Provide feedback and input on call trends, processes, procedures, and training
• Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
• Ensure incoming communications are answered promptly, appropriately, and courteously
• Demonstrate a "can do" and professional attitude when servicing beneficiaries and clients
• Provide callers with informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits
• Retrieve, research, and analyze data from multiple databases to answer client concerns
• De-escalate and manage complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager
• Accurately perform all data entry functions to reflect and document client activity/transactions and do so in a timely manner
• Meet performance requirements and maintain knowledge of project policies and procedures
• Actively participate in and support departmental and organizational quality initiatives and goals
• Work in a systematic, methodical, and orderly way to maintain quality work and high productivity
• Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment
• Make recommendations for changes to current policies or need for new policy to your supervisor in the spirit of process improvements
• Complete any other reasonable duties as requested by the manager
• Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules

Requirements

* High school diploma or equivalent with 6 months of customer service experience

• Must be able to speak and read English clearly, professionally, and fluently
• Ability to obtain US Security Clearance
• Must be a US Citizen
• Minimum of 1+ years of contact center experience, preferably in a healthcare-related environment
• Minimum 3+ years of experience in delivering excellent customer service in a high-paced environment
• Experience with healthcare insurance plans and billing
• Experience with military health programs
• Experience of healthcare terms
• Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools
• Ability to speak Spanish, highly desirable
• Excellent written and oral communication skills
• Strong interpersonal skills with the ability to build relationships
• Proactive, self-starter with the ability to work well in a team environment
• Detail-oriented with good organizational skills and capable of effectively prioritizing and multitasking

Preferred Qualifications

* Bachelor's Degree or equivalent government or private-sector work experience

• Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs
• Ability to pass a skills assessment

Work Environment

* Remote work environment with a private and secure workspace, away from others, noise, and distractions

• Reliable high-speed internet, Ethernet/hard-wired connection (no WiFi or Hotspots)
• Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required

Compensation and Benefits

* Competitive salary

• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) plan with company match
• Paid time off and holidays
• Opportunities for career growth and professional development

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support to those who serve our country, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an Affirmative Action/Equal Opportunity Employer. We are committed to diversity and inclusion in the workplace and welcome applications from qualified candidates of all backgrounds. Apply for this job