At arenaflex, we are committed to delivering exceptional customer service to our beneficiaries, family members, military personnel, and medical providers. As a key member of our TRICARE program support team, you will play a vital role in providing empathetic and efficient assistance to our clients, ensuring they receive the highest level of service and support. If you are a customer service professional with a passion for delivering outstanding service, we encourage you to apply for this exciting opportunity to join our team.
**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 support and care. With a strong commitment to excellence and customer satisfaction, we strive to make a positive impact on the lives of our clients and their communities.
**Job Summary**
We are seeking an experienced Customer Service Representative to join our TRICARE program support team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our beneficiaries, family members, military personnel, and medical providers. You will work in a fast-paced, dynamic environment, using your excellent communication and problem-solving skills to resolve complex issues and provide informed responses to client inquiries.
**Key Responsibilities**
* Provide customer service for basic and routine inquiries and problems via multiple possible channels (i.e., 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
* 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 and Culture**
As a remote employee, you will work in a private and secure workspace, away from others, noise, and distractions. You will have access to reliable high-speed internet, with an Ethernet/hard-wired connection (no WiFi or Hotspots). You will be required to have an internet download speed of 25mbps and 5mbps (10 preferred) upload or higher.
**Compensation and Benefits**
arenaflex offers a competitive hourly base pay rate, with a minimum of $18.75 and a maximum of $18.75. We also offer a range of benefits, including:
* Comprehensive health insurance
* 401(k) retirement plan
* Paid time off and holidays
* Professional development opportunities
* A commitment to work-life balance
**How to Apply**
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity to join our team. Please submit your application, including your resume and a 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, and we welcome applications from qualified candidates from diverse backgrounds. We are proud to be a veteran-friendly employer and offer a range of benefits and resources to support our veteran employees.
**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.
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