At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a customer service representative, you'll play a vital role in shaping the way we interact with our customers, providing personalized support, and resolving issues with empathy and professionalism. If you're passionate about delivering outstanding service, have a knack for problem-solving, and thrive in a dynamic work environment, we want to hear from you!
**About arenaflex**
arenaflex is a leading healthcare company that's revolutionizing the way we approach health care. Our purpose is simple: to bring our heart to every moment of your health. We believe that how we deliver our services is just as important as what we deliver. That's why we've created a culture that's centered around our Heart At Work Behaviors, which empower our team members to innovate, collaborate, and make a meaningful impact.
**Our Culture**
At arenaflex, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe that every team member has a unique perspective and contribution to make, and we're dedicated to fostering a culture that encourages growth, learning, and innovation. Our Heart At Work Behaviors are the foundation of our culture, and they guide everything we do:
* **Empathy**: We put ourselves in our customers' shoes and strive to understand their needs and concerns.
* **Collaboration**: We work together as a team to achieve common goals and deliver exceptional results.
* **Innovation**: We're always looking for new and better ways to solve problems and improve our services.
* **Accountability**: We take ownership of our actions and results, and we're committed to delivering high-quality work.
**Responsibilities**
As a customer service representative at arenaflex, you'll be responsible for:
* Maintaining a positive, empathetic, and professional attitude toward customers at all times.
* Responding promptly to customer inquiries and resolving issues in a timely and effective manner.
* Communicating with customers through various channels, including phone, email, and chat.
* Acknowledging and resolving customer complaints in a fair and respectful manner.
* Knowing our products and services inside and out, so you can answer questions and provide accurate information.
* Processing orders, forms, applications, and requests in a timely and efficient manner.
* Keeping records of customer interactions, transactions, comments, and complaints.
* Communicating and coordinating with colleagues as necessary to resolve issues and improve our services.
* Providing feedback on the efficiency of the customer service process and suggesting improvements.
**Position Summary**
As a customer service representative at arenaflex, you'll be responsible for answering questions and resolving issues based on phone calls, letters, and other forms of communication from customers, providers, and plan sponsors. You'll also be responsible for:
* Triaging resulting rework to appropriate staff.
* Providing excellent customer service for high-volume inbound provider calls.
* Conducting extensive claims research on multiple platforms to assist providers with payment questions.
* Providing customers with related information to answer unasked questions.
* Using customer service threshold framework to make financial decisions to resolve member issues.
* Explaining member's rights and responsibilities in accordance with contract.
* Processing claim referrals, new claim handoffs, nurse reviews, complaints, grievance, and appeals via target system.
* Educating and assisting providers on our self-service options.
* Assisting providers with credentialing and re-credentialing and contracting questions and issues.
* Assisting in compiling claim data for customer audits.
* Determining medical necessity, applicable coverage provisions, and verifying member plan eligibility relating to incoming correspondence and internal referrals.
**Required Qualifications**
To be successful in this role, you'll need:
* To live in the state of Oklahoma full-time.
* Familiarity with Microsoft Office products.
* Experience in a highly transactional call center environment.
* Excellent customer service and critical thinking skills.
* High-speed internet access (25 mbps or higher) and a consistent connection.
* A work location set up with a direct connection to the router (not Wi-Fi).
**Education**
A high school diploma or GED equivalent is required.
**Work Schedule**
This is a work-from-home opportunity, and you'll be required to attend 4 weeks of virtual training between the hours of 8-5 CST. After training, your permanent schedule will be Monday-Friday, with the option to start as early as 7 am CST and end as late as 7 pm CST.
**Compensation and Benefits**
arenaflex offers a competitive compensation package, including:
* A salary that reflects your experience and qualifications.
* Opportunities for career growth and advancement.
* A comprehensive benefits package, including medical, dental, and vision insurance.
* A 401(k) plan with company match.
* Paid time off and holidays.
* Access to ongoing training and development opportunities.
**How to Apply**
If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we want to hear from you! Apply now to join our team at arenaflex and take the first step towards a rewarding career in customer service.
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