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

Introduction to arenaflex

arenaflex is a leading provider of business services that help governments operate health and human services programs. Our company is dedicated to delivering exceptional customer experiences and making a positive impact on the lives of our clients and their families. We are currently seeking an experienced Customer Service Representative to join our team and support our TRICARE program, which provides virtual customer service to beneficiaries, family members, military personnel, and medical providers.

Job Overview

In this role, you will be responsible for providing empathetic and efficient customer service to our beneficiaries, end users, and clients, following program guidelines and maintaining the highest standards of customer service excellence. As a TRICARE Support Consultant, you will not only address current issues but also anticipate future needs, fostering a consultative relationship with our clients. With experience, you will have the opportunity to move up through the TSC levels, from Tier 1 to Tier 3 (Universal).

Key Responsibilities

• Provide customer service for basic and routine inquiries and problems via multiple channels, including 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, with the objective of exceeding expectations with the customer service provided
• 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 in a timely manner
• Ability to multi-task and have multiple screens/programs opened at the same time
• 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

Essential Qualifications

• High school diploma or GED required; Bachelor's Degree or equivalent government or private-sector work experience preferred
• Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs
• Ability to pass a skills assessment
• 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 with healthcare terms
• Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools

Preferred Qualifications

• 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

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have the opportunity to develop your skills and knowledge in a dynamic and supportive environment. With experience, you can move up through the TSC levels, from Tier 1 to Tier 3 (Universal), and take on new challenges and responsibilities. We also offer ongoing training and development programs to help you stay up-to-date with the latest industry trends and best practices.

Work Environment and Company Culture

arenaflex is a company that values diversity, equity, and inclusion. We are committed to creating a work environment that is inclusive and respectful of all employees, regardless of their background, culture, or perspective. Our company culture is built on a foundation of integrity, respect, and empathy, and we strive to create a positive and supportive work environment that allows our employees to thrive.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including hourly base pay, benefits, and perks. We also offer a range of benefits, including health insurance, retirement savings, and paid time off. As a remote employee, you will also have the flexibility to work from the comfort of your own home, with the support of our virtual team and technology.

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at arenaflex, you will have the chance to make a positive impact on the lives of our clients and their families, while also developing your skills and knowledge in a dynamic and supportive environment. Don't miss out on this opportunity to join our team and start your career with arenaflex today!