Introduction to arenaflex and the Role
arenaflex is a leading organization in the health plan services industry, dedicated to providing top-notch customer experiences and quality services. We are seeking a highly skilled and motivated Customer Service Associate to join our team on a per diem remote basis, working from the comfort of your own home within the state of Florida. As a key member of our call center team, you will play a vital role in delivering exceptional customer service, resolving inquiries, and promoting a positive image of arenaflex.
Position Summary
The primary objective of this role is to provide No Harm/Quality, Customer Experience, and Stewardship by acting as a liaison in our Call Center for customer inquiries. Your success will be measured by your ability to effectively communicate, utilize resources, manage time, and solve problems in a professional manner while working collaboratively with the team to achieve common goals. If you are passionate about delivering outstanding customer service and have a sincere desire to serve, we encourage you to apply for this exciting opportunity.
Primary Accountabilities
In this role, you will be responsible for the following key areas:
- Quality/No Harm:
- Properly identifying and elevating concerns that affect customers or arenaflex's ability to serve them.
- Providing accurate and professional service to customers, adhering to department policies.
- Attending and participating in staff training sessions, surveys, and department meetings.
- Maintaining confidentiality at all times, following departmental and organizational confidentiality guidelines.
- Contributing towards meeting departmental performance goals (average speed of answer, service level, abandonment rate).
- Customer Experience:
- Responding to customer inquiries by researching, understanding, and documenting plan information related to covered benefits and exclusions, including prescription drug coverage, eligibility, enrollment, and disenrollment, participating providers, claims payments and processes, authorization processes, premium billing, and plan guidelines.
- Assisting arenaflex customers in a caring and knowledgeable manner, representing the organization as a skilled healthcare professional.
- Handling incoming sales inquiries from prospective customers by answering basic questions and referring to a licensed sales agent for closure.
- Providing assistance with customer service walk-in members in a timely and efficient manner.
- Stewardship:
- Meeting individual Call Center performance standards as determined by management.
- Properly identifying and elevating concerns affecting customers or arenaflex's ability to serve them.
- Participating in special projects as requested or approved by management.
Qualifications and Requirements
To be considered for this role, you should possess the following qualifications and skills:
- Education: High School diploma, G.E.D., or equivalent experience. Some college preferred.
- Work Experience: One year of related work experience in a call center or customer service environment interacting with customers.
- Technical Skills:
- Intermediate to Advanced computer skills, including Microsoft Applications.
- Ability to navigate through multiple screens and computer applications while reviewing benefit information.
- Ability to accurately type 45 words per minute while speaking with a customer on the phone.
- Language Skills: Bi-lingual candidates must be able to speak, read, write, and comprehend in Spanish and English. Certification is required by passing the Bi-lingual/Medical Interpretation test, provided by ATLA at arenaflex.
- Availability: Must be able to work the designated shift and overtime as needed.
- Physical and Mental Demands:
- Ability to sit and view a computer screen for several hours at a time.
- Work effectively in a fast-paced and often stressful environment.
- Excellent verbal, interpersonal, and written communication skills.
- Superior customer service telephone skills, including active listening and questioning skills.
- Basic math, analytical, and problem-solving skills.
- Ability to think critically to define issues, identify risks, and propose outcomes.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Associate, you will have access to ongoing training and development opportunities, including:
- Comprehensive onboarding program to ensure a smooth transition into the role.
- Ongoing training and coaching to enhance your skills and knowledge.
- Opportunities for career advancement and professional growth within the organization.
- Recognition and reward programs to acknowledge and reward outstanding performance.
Work Environment and Company Culture
arenaflex is a dynamic and supportive work environment that values diversity, inclusivity, and teamwork. As a remote employee, you will be part of a virtual team that is committed to delivering exceptional customer service and promoting a positive image of the organization. Our company culture is built on the following core values:
- Customer Focus: We are dedicated to delivering exceptional customer experiences and building strong relationships with our customers.
- Integrity: We operate with honesty, transparency, and ethics in all our interactions.
- Respect: We value diversity, inclusivity, and respect for all individuals, regardless of their background or perspective.
- Teamwork: We believe in the power of collaboration and teamwork to achieve common goals and drive success.
Compensation, Perks, and Benefits
As a Customer Service Associate with arenaflex, you can expect a competitive compensation package, including:
- Hourly rate commensurate with experience.
- Opportunities for overtime and bonus pay.
- Comprehensive benefits package, including medical, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and holidays.
- Professional development opportunities and tuition reimbursement.
Conclusion
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity with arenaflex. As a Customer Service Associate, you will play a vital role in promoting a positive image of the organization and delivering outstanding customer experiences. Don't miss out on this chance to join a dynamic and supportive team and take your career to the next level. Apply now and become a part of the arenaflex team!
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