Experienced TRICARE Customer Service Representative – Midwest Region (WY, CO, ND, SD, NE, KS, MN, IA, MO, WI, IL)

At arenaflex, we're committed to serving our nation's heroes by providing exceptional healthcare services to those who have served. As a critical member of our team, you'll play a vital role in facilitating the healthcare needs of our military populations by delivering outstanding customer service in a fast-paced Contact Center environment. If you're passionate about serving those who serve, we invite you to join our mission to make a difference in the lives of our nation's heroes.

Job Summary

In this dynamic role, you'll be responsible for responding to inbound calls, chat, email, or other written correspondence regarding enrollment, claims, referrals, authorizations, and appointments. You'll combine your passion for our military community with your proven customer service skills to provide exceptional support to TRICARE beneficiaries and providers. If you're a team player with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity.

Education & Experience

To be successful in this role, you'll need:

• A high school diploma or equivalent
• U.S. citizenship
• The ability to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
• At least two years of professional work experience in a customer service environment
• Excellent verbal and writing skills
• Technology literacy and experience navigating multiple screens or web browsers at one time
• Proven ability to work independently in a remote work environment

Preferred Qualifications

While not required, we encourage candidates with:

• TRICARE customer service experience
• Contact center experience, including call center chat messaging
• Military connectedness

Key Responsibilities

As a TRICARE Customer Service Representative, you'll be responsible for:

• Accurately and professionally answering healthcare inquiries and providing resolutions to TRICARE beneficiaries and providers over the phone, chat, email, or other written correspondence
• Effectively and professionally answering customer inquiries by taking ownership of issues, utilizing sound judgment, and the tools at your disposal to resolve customer issues on the initial contact
• Meeting department productivity and performance metrics, including consistent and regular attendance, adhering to published schedules, and prioritizing workload to answer incoming calls
• Documenting customer interactions and cases in a customer relationship management (CRM) system
• Participating in continuous training to become fully proficient in resolving all customer inquiries
• Regular and consistent attendance

Competencies

To succeed in this role, you'll need to demonstrate:

• Commitment to Task: Ability to conform to established policies and procedures; exhibit high motivation
• Communication / People Skills: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate
• Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, arenaflex Intranet, the Internet, and department software applications
• Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach
• Empathy / Customer Service: Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position
• Information Management: Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions
• High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow
• Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented
• Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment
• Technical Skills: Proficient data entry skills; ability to meet daily call and chat requirements

Working Conditions

As a remote employee, you'll need to:

• Be able to cover any work shift
• Be able to work overtime, if needed
• Have a private and secure work space and work station with high-speed internet
• Be able to work extensively on a computer with prolonged sitting, wearing a headset, typing, and speaking on a phone

Company Overview

At arenaflex, we're passionate about serving those who serve. Our mission is to make sure that America's heroes get connected to healthcare in the community. We're proud to have been on this important mission since 1996.

Benefits

We're more than just a healthcare company. We're a team of passionate individuals who are committed to serving others. We believe in rewarding loyal, hard-working people who are willing to learn as they grow. arenaflex values teamwork and offers a comprehensive and progressive compensation and benefits package, including:

• Medical, dental, and vision coverage
• Generous paid time off
• 401(k) Retirement Savings Plan (with matching)
• Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
• Tuition reimbursement
• Paid volunteer time

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer. We're proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. We highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other consideration made unlawful by applicable federal, state, or local laws. If you're passionate about serving those who serve and have the skills and experience we're looking for, we invite you to apply for this exciting opportunity. Join our team and be part of a mission that makes a difference in the lives of our nation's heroes. Apply for this job