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 need it most. If you're passionate about delivering outstanding customer experiences and have a knack for navigating complex healthcare programs, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of business services to governments, helping them operate health and human services programs with excellence. Our team of experts is dedicated to making a positive impact on the lives of our beneficiaries and clients. As a remote employee, you'll be part of a dynamic and supportive team that values collaboration, innovation, and customer satisfaction.
**Job Summary**
We're seeking an experienced Customer Service Representative to join our TRICARE Support Consultant team. As a key member of this team, you'll provide exceptional customer service to beneficiaries, family members, military personnel, and medical providers. You'll assist with navigating and answering TRICARE program benefit questions, updating beneficiary demographics, performing enrollments, and resolving complex or escalated concerns.
**Key Responsibilities**
* Provide customer service for basic and routine inquiries and problems via multiple channels (telephone, emails, web chats, or written letters)
* Use computerized systems for tracking, information gathering, and troubleshooting
* Provide feedback 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
* Provide 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
* 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
* 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 of healthcare terms
* 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 and Compensation**
* Hourly base pay minimum: $18.75
* Hourly base pay maximum: $18.75
* 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
* An applicant's salary history will not be used in determining compensation
* Comprehensive benefits package, including health, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Opportunities for career growth and professional development
**EEO Statement**
arenaflex is an Affirmative Action/Equal Opportunity Employer. We're committed to creating a diverse and inclusive work environment that values the unique skills and experiences of all employees. We recognize the importance of diversity and inclusion in delivering exceptional customer service and achieving our business goals.
**Pay Transparency**
arenaflex is committed to pay transparency and will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor.
**How to Apply**
If you're passionate about delivering exceptional customer service and have a knack for navigating complex healthcare programs, we want to hear from you! Apply now to join our dynamic and supportive team at arenaflex.
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