At arenaflex, we're on a mission to make lives better by providing exceptional customer service and support to our clients and their customers. As a Tier 1 Customer Service Representative, you'll play a critical role in assisting Medicaid recipients with enrolling in health insurance benefits and answering questions about their coverage. If you're passionate about delivering top-notch customer service, have a knack for problem-solving, and enjoy working in a fast-paced environment, we want to hear from you!
**About arenaflex**
arenaflex is an award-winning staffing firm serving state and local governments. Our team is dedicated to making a positive impact on people's lives by providing expert staffing solutions and exceptional customer service. We're proud to be a part of the arenaflex family, and we're excited to welcome talented individuals like you to our team!
**Job Summary**
We're seeking an experienced Full Stack Customer Service Representative to join our team on a full-time temporary basis. As a Tier 1 Customer Service Representative, you'll work remotely, providing assistance to Medicaid recipients with enrolling in health insurance benefits and answering questions about their coverage. This is a high-volume call center position, and we're looking for someone who is organized, experienced, and reliable.
**What's in it for you?**
* Regularly scheduled hours
* Internal promotion opportunities
* Retention Bonus Program: total potential $600 after 180 days
* Medical, dental, and vision insurance
* Support from a team of professionals committed to making your life better
* Medical, dental, and vision insurance
* Medical and dependent flexible spending account
* Pet insurance
* 401k with a generous employer match
* Easy to use employee self-serve HR portal
**Secondary Client Interview**
* Last week of January 2025
* Final: Mandatory Maximus HIX Real Job Preview / Group Interview
* February 7, 2025
* 100% Remote
**Training Schedule**
* February 12, 2025
* Schedule:
+ 9:30am-6:00pm EST, M-F (Day 1-7)
+ 9:30am-6:00pm EST M-F (Day 8-15)
* Nesting is 4 weeks (maintain training hours 9:30 am-6:00 pm EST)
* Training is the first three (3) weeks and agents will transition into nesting for the following four (4) weeks.
* There is a ZERO tolerance policy for absences and tardiness for your first 8 weeks of training.
**Standard Operating Hours**
* 8:00 am – 6:00 pm M-F EST
* FIXED SCHEDULE of 9:30 a.m.-6:00 p.m. No schedule change or request for change of schedule will be approved.
* Schedules are eight (8) hours in length with two (2) 15-minute breaks and a 30-minute lunch break.
**Essential Duties and Responsibilities**
* Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
* Tier I Customer Service Representatives shall provide assistance with general questions, status checks, password resets, and other shorter handle time inquiries that include but are not limited to the following:
+ Willingness to work with culturally and linguistically diverse and disadvantaged populations in a courteous and effective manner.
+ Documenting all consumer interactions and work processes in State-provided Customer Relationship Management (CRM) solution and the MHC worker portal
+ Providing general information about QHP, SADP, and Medicaid/MCHP Managed Care Organizations (MCOs) offerings
+ Informing consumers how to make premium payments to carriers.
+ Responding to inquiries related to eligibility status, enrollment status, and coverage dates. Any items requiring changes to these topics must be transferred to Tier 2, as Tier 1 agents can only provide statuses and updates.
+ Assisting and educating consumers on appeal and complaint processes
+ Answering questions and assisting with problems related to 1095A and 1095B forms.
+ Providing assistance with password resets (tech support)
+ Provide referrals to appropriate agencies including the Attorney General’s Health Education and Advocacy Unit, the MIA, and local departments of social services for applicants and enrollees with grievances, complaints, questions, or the need for other social services.
+ Providing consumers assistance in navigating the web portal, assisting with enrollment and financial assistance eligibility, and comparing health and dental plans
+ Providing information about QHP, SADP, and Medicaid/MCHP Managed Care Organizations (MCOs) offerings
+ Informing consumers how to make premium payments to carriers.
+ Answering questions and assisting with problems related to 1095A and 1095B forms.
+ Perform other related duties as assigned.
**Requirements**
* Required Qualifications:
+ At least three (3) years of relevant experience.
+ Proficiency in Microsoft Word
+ Effective communication skills and ability to perform comfortably in a fast-paced environment.
+ Excellent verbal, written, and listening communication skills within the English language.
+ Excellent organizational skills and attention to detail.
+ Proven, high-quality customer service (internal and external customers).
+ Ability to work collaboratively.
+ Ability to learn and learn information quickly.
+ Solid ability to analyze situations carefully and adopt appropriate courses of action.
+ Ability to understand and adhere to the duties, methods, and procedures required by the position.
+ Ability to prioritize tasks.
+ Ability to effectively communicate to large and small group audiences.
+ Proficient with Microsoft Office Suite or related software.
* Education and Experience:
+ High school diploma or GED required; Associate degree or higher from an accredited college or university preferred.
* Technical Requirements:
+ Bring Your Own Device (BYOD)
+ No smartphones and low-performing computer platforms (such as Chromebook) from accessing Amazon WorkSpaces (AWS).
+ Computer Operating System: Windows 10 or MacOS Catalina (10.15), MacOS Big Sur (11), MacOS (up to 12.5), or newer required.
+ 16 GB of available RAM.
+ 256 GB of available Storage.
+ For HP Users, the removal of SMode Headsets is required.
+ A USB plug-and-play wired headset with a microphone and noise suppression is required.
+ Bluetooth headsets are allowed if wired is not available.
* Internet Requirements:
+ Remote workers supporting contact center operations must have access to the internet via their internet service provider by purchasing or maintaining a service that provides a minimum internet speed download requirement of 25 Mbps for a single user, a download of 50 Mbps for shared internet connectivity, and 5 Mbps upload speed required; 10 Mbps preferred.
+ Mobile hotspots must not be the primary source of internet connection for remote workers.
+ Connectivity from the PC to the Internet router via a Category 5 or 6 ethernet patch cable is required to ensure optimal call quality and customer experience.
+ Proof of an internet speed test must be provided upon request.
* Physical Requirements:
+ Prolonged periods of sitting at a desk and working on a computer.
+ Standard hours of work are Monday through Friday, 9:30 am – 6:00 pm, however, evening and weekend hours may be required.
+ Travel may be required up to 10% of the time.
**Successful arenaflex Employees Will Display the Following Characteristics**
* You strive to be the best in your field currently and in the future.
* You like to make your employer look good.
* You find solutions, where others only see problems.
* You are proactive, you make and meet commitments, and you perform your duties exceedingly well.
* You are aware of the employer’s needs at all times and are well-versed in what you personally and arenaflex can offer them as a whole.
* You have the ability to work with diverse, integrated, deliverable-driven teams to accomplish the larger mission.
**The Benefits of Working for arenaflex**
* Support from a team of professionals committed to making your life better.
* Medical, dental, and vision insurance.
* Medical and dependent flexible spending account.
* Pet insurance.
* 401k with a generous employer match.
* Easy to use employee self-serve HR portal.
**Application for Employment**
Application for employment is not intended to and does not create a contract or offer of employment and if hired, employment with arenaflex is on an at-will basis and could be terminated at the will of either party.
**Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities**
arenaflex Consulting LLC does not discriminate in hiring based on federally protected classifications including but not limited to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, marital status or other characteristics protected by law.
**Job Types: Part-time, Temporary**
**Pay: $16.63 per hour**
**Shift:**
* Day shift
**Application Question(s):**
* Does your computing system have up to 256GB free storage?
* Experience:
+ Behavioral health or healthcare: 1 year (Required)
+ Call center (inbound calls): 2 years (Required)
**Work Location: Remote**
If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding opportunity, we encourage you to apply for this role. Join our team at arenaflex and help us make a positive impact on people's lives!
Apply for this job