**Join arenaflex's Dynamic Team and Revolutionize Customer Experience**
Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments and enjoy working with diverse stakeholders? Look no further! arenaflex is seeking an experienced Full Stack Contact Center Agent to join our dynamic team. As a key member of our operations, you will be the frontline of our customer service, ensuring member satisfaction through effective communication, problem resolution, and client education.
**About arenaflex**
arenaflex is a leading provider of innovative solutions in the healthcare industry. Our mission is to deliver quality healthcare services that exceed our members' expectations. With a strong commitment to customer satisfaction, we strive to create a positive experience for every interaction. As a remote work pioneer, we offer the flexibility to work from the comfort of your home while being part of our dynamic team.
**Job Summary**
As a Full Stack Contact Center Agent, you will be responsible for providing top-notch assistance to our members and providers, addressing a wide range of inquiries related to insurance, applications, and claims across various product lines, including Medicare and Medicaid. Your role will also include retention of membership, handling dis-enrollments, and escalating issues that require further intervention.
**Key Responsibilities**
* Interact with providers and members via phone to provide information in response to inquiries, concerns, and questions about insurance coverage and products arenaflex offers
* Transfer calls from members and providers to the appropriate department
* Follow-up on inquiries and complaints that have not been resolved
* Interact with customers to provide information in response to inquiries about products and services
* Perform research on billing inquiries and claims to provide payments and refunds
* Act as a liaison between various departments to address concerns
* Identify, research, and resolve customer issues using the computer system
* Follow-up on customer inquiries not immediately resolved
* Research member/provider billing and claims issues
* Research payment and refund issues
* Handle and resolve customer complaints
* Ability to navigate through automated information systems to analyze the caller's situation
* Ability to perform in a fast-paced, changing environment
* Speak in a way the customer can understand
* Serve as liaison between the customer and various departments
* Other duties as assigned by the management team related to job functions (sort incoming faxes, correspondence, fax transportation forms, etc.)
* May be required to work some overtime as the business requires
* May be required to work flexible schedules (nights, weekends), or change schedules as it is determined necessary based on the needs of the business, which are subject to change
* Demonstrates the ability to perform in a highly metric-driven environment, maintaining minimum quality scores or better
**Minimum Qualifications**
* High School Diploma or GED
* Work experience in a face-to-face or call center environment
* Experience multitasking between programs and completing required data entry of client demographics or client lookup systems while talking to arenaflex customers
* Work experience using a corporate email system
* Experience navigating through system applications on a desktop computer or laptop
* Adapt to a fast-paced and ever-changing environment
* Flexibility to work evening and weekends due to business needs
**Preferred Qualifications**
* HIGHLY Preferred - Ability to proficiently read, write, and speak English and either: Russian, Mandarin, Cantonese, or Spanish
* Healthcare industry work experience
* Call Center experience in a metrics-driven environment
* Previous healthcare work experience interacting with members and/or providers
**Compensation and Benefits**
* Competitive salary range: $39,208 - $52,000 (Greater New York City Area) or $34,091 - $49,920 (All Other Locations)
* Overtime and quarterly bonuses averaging $1,100 every three months
* Comprehensive benefits package, including medical, dental, vision, basic life and accident insurance, flexible reimbursement accounts, employee assistance plan, and 401(k) plan
* Opportunities for career growth and professional development
**Work Environment and Culture**
* 100% remote work opportunity
* Dynamic and supportive team environment
* Collaborative and inclusive culture
* Opportunities for growth and development
**How to Apply**
If you are a customer service enthusiast with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer. We consider applicants and employees for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability, or any other protected Federal, State/Province, or Local status unrelated to the performance of the work involved.
**Note:** The hiring range is defined as the lowest and highest salaries that arenaflex in "good faith" would pay to a new hire, or for a job promotion, or transfer into this role.
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