At arenaflex, we're dedicated to providing exceptional care to our nation's heroes and their families. As a leading healthcare organization, we're committed to delivering innovative solutions that meet the unique needs of our beneficiaries. We're seeking an experienced Medical Call Center Customer Service Representative to join our team and support the Autism Care Demonstration (ACD) program.
**Job Summary**
As a Medical Call Center Customer Service Representative, you'll play a vital role in providing administrative support to beneficiaries, clinical staff, and providers in support of the ACD program. You'll collaborate with families and other team members to ensure daily operational tasks and administrative duties are completed efficiently and accurately. This role requires a unique blend of technical skills, empathy, and communication expertise to connect with families in an empathetic manner and provide exceptional customer service.
**Key Responsibilities**
- Make and receive calls to beneficiaries and their families to meet TRICARE and ACD requirements
- Proactively evaluate and process assigned tasks within the medical management system
- Schedule and manage meetings in Outlook and system calendaring functions
- Manage requests for enrollment in the ACD in collaboration with clinical staff
- Collaborate with ECHO team members to facilitate registration into the ECHO
- Process requests for beneficiary and/or provider education within established timeframes
- Handle incoming and outgoing phone calls, including an inbound phone queue regarding ACD program inquiries in an efficient and professional manner
- Respond to daily email messages in an efficient and professional manner
- Utilize standard program processes to respond to beneficiary, provider, and staff requests
- Support the leadership team by coordinating tasks and day-to-day activities, as requested
- Efficiently identify and resolve issues or address barriers to daily work
- Foster cross-functional communication with other organizational teams/departments
- Ability to work independently and collaboratively in a fast-paced environment
- Performs other duties as assigned
- Regular and reliable attendance is required
**Competencies**
- **Commitment to Task**: Ability to conform to established policies and procedures; exhibit high motivation.
- **Communication / People Skills**: Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.
- **Computer Literacy**: Ability to function in a multi-system Microsoft environment using Word, Outlook, TEAMs, TriWest Intranet, the Internet, and department software applications.
- **Empathy / Customer Service**: Customer-focused behavior; Helping approach, including listening skills, patience, respect, and empathy for another's position. Respectful behavior when working with a diverse population and workforce.
- **Independent Thinking / Self-Initiative**: Critical thinker with ability to focus on things which matter most to achieving outcomes; Commitment to task to produce outcomes without considerable direction and to find necessary resources.
- **Multi-Tasking / Time Management**: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, sometimes demanding environment.
- **Organizational Skills**: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented.
- **Problem Solving / Analysis**: Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues.
- **Team-Building / Team Player**: Influence the actions and opinions of others in a positive direction and build group commitment. Respectful behavior in a diverse environment and workforce.
- **Technical Skills**: Working knowledge of the healthcare system and medical terminology. Knowledge of TRICARE programs and benefits, managed care programs or other government healthcare programs.
**Education & Experience**
- **Required**:
- High School Diploma or G.E.D.
- Minimum 2 years' experience in a health care customer service environment
- Must be able to receive favorable interim and adjudicated final Department of Defense (DOD) background investigation
- U.S. Citizenship
- **Preferred**:
- Behavior Technician (BT), Medical Assistant (MA) or Certified Nursing Assistant (CNA)Knowledge of Medical Terminology
- Prior experience in a Managed Care Organization (MCO)
- Prior experience with TRICARE or VA health plans
- Prior experience in a Customer Service call center
**Working Conditions**
- Extensive computer and telephone work with prolonged sitting
- Virtual team members and workflows
- Ability to do repetitive work and maintain production standards
- Department of Defense security clearance required
**Company Overview**
At arenaflex, we're passionate about serving those who served. We're committed to delivering innovative solutions that meet the unique needs of our beneficiaries. Our team is dedicated to making a difference in the lives of our nation's heroes and their families.
**Benefits**
We're more than just a healthcare company. We're passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. arenaflex values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:
- Medical, Dental and Vision Coverage
- Generous paid time off
- 401(k) Retirement Savings Plan (with matching)
- Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
- Tuition reimbursement
- Paid volunteer time
- Annual base salary for Colorado, Hawaii, Washington D.C. and Washington State residents: $40,000 - $52,000 depending on experience*
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, arenaflex strives to create an inclusive environment that cultivates and supports diversity at every organizational level, including hiring and retaining a diverse workforce, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.
If you're passionate about serving those who served and have a commitment to delivering exceptional customer service, we encourage you to apply for this exciting opportunity to join our team at arenaflex.
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