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 and the TRICARE Program**
arenaflex is a leading provider of business services to governments, helping them operate health and human services programs. Our TRICARE program supports military personnel, their families, and medical providers, offering a range of benefits and services. As a Customer Service Representative, you'll be part of a dedicated team that's committed to delivering exceptional support and ensuring the highest standards of customer service.
**Key Responsibilities**
As a Customer Service Representative, you'll be responsible for:
* Providing customer service for basic and routine inquiries and problems via multiple channels, including telephone, email, web chats, or written letters
* Using computerized systems for tracking, information gathering, and troubleshooting
* Providing feedback and input on call trends, processes, procedures, and training
* Responding to customer inquiries by referring them to published materials, secondary sources, or more senior staff
* Ensuring incoming communications are answered promptly, appropriately, and courteously
* Demonstrating a "can do" and professional attitude when servicing beneficiaries and clients
* Providing informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits
* Retrieving, researching, and analyzing data from multiple databases to answer client concerns
* De-escalating and managing complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager
* Accurately performing all data entry functions to reflect and document client activity/transactions
* Meeting performance requirements and maintaining knowledge of project policies and procedures
* Actively participating in and supporting departmental and organizational quality initiatives and goals
* Maintaining effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment
**Requirements**
To be successful in this role, you'll need:
* A high school diploma or equivalent with 6 months of customer service experience
* The ability to obtain US Security Clearance
* Must be a US Citizen
* Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs
* Ability to pass a skills assessment
* 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
* Ability to speak Spanish, highly desirable
* Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools
**Preferred Qualifications**
* 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
**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)
**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 provide a range of benefits, including:
* Comprehensive health insurance
* 401(k) plan with company match
* Paid time off and holidays
* Opportunities for career growth and professional development
**EEO Statement**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and respectful of all employees. If you're a veteran, active military service member, or a member of the National Guard or Reserves, we encourage you to apply.
**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.
**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 visit our website at [www.arenaflex.com](http://www.arenaflex.com) to learn more about our company and the TRICARE program. You can also apply directly through our website or by clicking on the link below.
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