At arenaflex, we're committed to delivering exceptional customer service to our beneficiaries, end-users, and clients. As a key member of our TRICARE Support Consultant team, you'll play a vital role in providing empathetic and efficient support to those who rely on our services. If you're passionate about delivering outstanding customer experiences and have a strong background in healthcare, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading provider of business services to governments, helping them operate health and human services programs. Our health services segment offers outsourced program management and administrative services, ensuring that our clients receive the highest level of care and support. With a strong commitment to excellence and a passion for making a difference, we're proud to be a trusted partner in the healthcare industry.
**Job Summary**
As an Experienced Customer Service Representative – TRICARE Program Support, you'll be responsible for providing exceptional customer service to beneficiaries, family members, military personnel, and medical providers. You'll work closely with our team to resolve complex issues, answer program benefit questions, and ensure that our clients receive the support they need. This is a remote position, and you'll be working from the comfort of your own home, using our state-of-the-art technology to stay connected with our team and clients.
**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 when needed, provide 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 and do so 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.
**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.
**Remote Work Requirements**
* HIPAA-compliant workspace – 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 (you can test this by going to www.speedtest.net).
**Benefits**
* Competitive hourly base pay rate of $18.75.
* Opportunities for career growth and professional development.
* Comprehensive benefits package, including medical, dental, and vision insurance.
* Paid time off and holidays.
* Flexible work arrangements, including remote work options.
* Collaborative and supportive work environment.
**How to Apply**
If you're passionate about delivering exceptional customer service and have a strong background in healthcare, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an Affirmative Action/Equal Opportunity Employer. We're committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We welcome applications from qualified candidates of all backgrounds, including veterans, individuals with disabilities, and those from underrepresented communities.
**Pay Transparency**
arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
**About the Company**
arenaflex provides business services to help governments operate health and human services programs, mostly at the state and national levels. Our health services segment offers outsourced program management and administrative services, ensuring that our clients receive the highest level of care and support. With a strong commitment to excellence and a passion for making a difference, we're proud to be a trusted partner in the healthcare industry.
**Company Size**
arenaflex has a workforce of 5,000 to 9,999 employees.
**Industry**
arenaflex operates in the healthcare services industry.
**Founded**
arenaflex was founded in 0.
**Website**
Learn more about arenaflex at [insert website URL].
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