Experienced Customer Service Representative – Remote Opportunity for Delivering Exceptional Patient Care and Support

Welcome to arenaflex

arenaflex is a rapidly growing national quality improvement and care management organization dedicated to ensuring that over 20 million people receive the right care, at the right time, in the right setting. We are a people-focused, mission-driven company that strives to improve lives through healthcare quality and clinical expertise. Our team is passionate about making a real difference in the lives of individuals across the country, and we are committed to providing our employees with the training and support they need to do their best work.

About the Role

We are seeking an experienced Customer Service Representative to join our team in a remote capacity. As a Customer Service Representative at arenaflex, you will play a critical role in supporting the prior authorization process by answering incoming telephone calls, resolving customer questions, complaints, and requests, while adhering to internal policies and procedures. If you are a motivated, energetic, and customer-focused individual who is passionate about delivering exceptional patient care and support, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Develop and maintain working knowledge of internal policies, procedures, and services (both departmental and operational)
• Utilize automated systems to log and retrieve information, and perform accurate and timely data entry of electronic faxes
• Receive inquiries from customers or providers by telephone, email, fax, or mail, and communicate responses within required turnaround times
• Respond to telephone inquiries and complaints in a prompt, accurate, and courteous manner, following standard operating procedures
• Interact with hospitals, physicians, beneficiaries, or other program recipients, and investigate and resolve or report customer problems
• Meet or exceed standards for call volume and service level per department guidelines, and initiate files by collecting and entering demographic, provider, and procedure information into the system
• Serve as a liaison between the Review Supervisors and external providers, and maintain logs and documents disposition of incoming and outgoing calls

Essential Qualifications

To be successful in this role, you will need:

• A High School diploma or equivalent
• Medical terminology course(s) helpful, but not required
• Knowledge of medical terminology, health insurance industry, and ability to speak English fluently enough to be clearly understood over the telephone
• Ability to use phone system effectively, research and investigate, follow confidentiality policies and procedures, and navigate and use electronic equipment and systems easily and proficiently
• Effective verbal and listening skills to provide courteous and professional customer service, and effective PC skills including electronic mail, intranet, and industry standard applications
• 2+ years of customer service/telephone experience in a similar call center environment and/or industry

Preferred Qualifications

While not required, the following qualifications are preferred:

• Bilingual Spanish-English skills
• Experience working in a fast-paced call center environment, and ability to remain calm and courteous when handling difficult calls and requests
• Ability to multitask on a personal computer while conducting telephone conversations

What We Offer

At arenaflex, we are committed to providing our employees with a comprehensive rewards package that includes:

• Comprehensive health plans
• Paid time off
• Retirement savings
• Corporate wellness programs
• Educational assistance
• Corporate discounts and more

Career Growth and Development

At arenaflex, we are dedicated to helping our employees grow and develop in their careers. We offer a range of training and development programs, including:

• On-the-job training and mentorship
• Professional development workshops and seminars
• Opportunities for advancement and career progression

Work Environment and Company Culture

At arenaflex, we are proud of our people-focused, mission-driven culture. We believe in creating a work environment that is supportive, inclusive, and respectful of all employees. We offer a range of programs and initiatives to promote employee well-being, including:

• Employee recognition and reward programs
• Team-building and social events
• Flexible work arrangements and remote work options

How to Apply

If you are a motivated, energetic, and customer-focused individual who is passionate about delivering exceptional patient care and support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our website. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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, or status as a protected veteran.