**Join arenaflex's Dynamic Team and Deliver Exceptional Customer Service in the Health Insurance Industry**
Are you passionate about providing top-notch customer service and making a meaningful impact in people's lives? Do you have a strong background in medical benefits, claims, and billing? If so, we invite you to join arenaflex's Member Support team as an Experienced Member Support Experience Agent (Customer Service) - Fully Remote. As a key member of our team, you will play a vital role in delivering exceptional customer service to arenaflex's members, ensuring a positive and memorable experience for every interaction.
**About arenaflex**
arenaflex is a fast-growing health insurance organization dedicated to providing high-quality, affordable healthcare to everyone. Our mission is to make a positive impact on people's lives by offering innovative and personalized health insurance solutions. As a member of our team, you will be part of a dynamic and supportive environment that values collaboration, creativity, and continuous learning.
**Key Responsibilities**
As an Experienced Member Support Experience Agent (Customer Service) - Fully Remote, you will be responsible for:
* Responding to arenaflex members', broker partners', and client inquiries via phone and arenaflex's proprietary email ticketing system
* Demonstrating strong customer service while helping members navigate their medical benefit offerings through arenaflex
* Guiding members through insurance forms such as Summary of Benefits and Coverage (SBC's) and Explanation of Benefits (EOB's)
* Working with medical carriers, pharmacies, and service provider billing and claims departments to help resolve member issues
* Quickly becoming an expert at arenaflex programs, including core products and additional benefits such as the Durable Medical Equipment program, AltCare Plus, Infertility, and arenaflex's Claims process
* De-escalating situations involving dissatisfied members by offering patient, empathetic, and skilled support
* Maintaining customer satisfaction at the core of every decision and task
* Building relationships and engaging members by going the extra mile on every call
* Adhering to arenaflex guidelines, policies, and processes, as well as strict observance of HIPAA regulations and client confidentiality agreements
* Committing to ongoing professional development
* Reporting on member and client trends and feedback on professional development to become expertly versed in medical benefits, arenaflex processes, and programs
**Requirements**
To be successful in this role, you will need:
* 3 years or more of experience in a customer-facing role within a call center environment in the health insurance/healthcare industry
* At least 1 year of experience working in a remote environment
* Ability to adapt to rapidly changing requirements with a positive and confident attitude
* Critical thinking skills with intuitive and creative problem-solving abilities
* Must be able to learn CRM systems
* Excellent organizational skills, proficient in multi-tasking, and pays close attention to detail
* Must be an expert in customer service and an organized self-starter
* Ability to confidently request assistance and take direction as needed
* Willingness to work a flexible schedule (if requested)
* Ability to communicate with staff, management, and clients effectively and professionally
* Possesses a customer-first, eager-to-solve-the-issue approach
* Must have a dedicated workspace free from distractions and HIGH SPEED internet
* Ability to continually demonstrate strong writing skills
* Willingness and ability to work effectively, efficiently, and autonomously in a remote setting while staying proactively engaged with the team
* Proficient with Google Suite products (Sheets, Docs, etc.) or equivalents
* Familiarity with medical insurance and medical benefits
* Experience working on multiple platforms and successfully navigating numerous sources of information
**Physical Requirements**
As a remote worker, you will need to be able to:
* Prolonged periods sitting at a desk and working on a computer per day
* Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing
* Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally
* Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone
* Visual ability is sufficient to read and produce printed material and information displayed on a computer screen
**Perks and Compensation**
As a member of arenaflex's team, you will enjoy:
* Full-time / Non-exempt / Hourly Position
* Hourly Rate $28.85 hr
* Internet Reimbursement
* Fully Remote Position - Work from the comfort of your own home!
* Monday - Friday schedule with No Weekends!!
* 401(k) plan participation with employer-matched contributions
* Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met
* Voluntary Benefits offered for employees and dependents
**Equal Employment Opportunity**
arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
**How to Apply**
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we invite you to apply for this exciting opportunity. Please visit our website at [insert link] to submit your application.
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