**Join arenaflex's Dynamic Team as a 100% Remote Contact Center Agent**
Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry? Do you thrive in a fast-paced, dynamic environment where no two days are the same? Look no further! arenaflex is seeking an experienced and dedicated Contact Center Agent to join our team as a 100% remote customer service representative.
**About arenaflex**
arenaflex is a leading healthcare organization dedicated to providing quality services to our members and providers. With a strong commitment to innovation, customer satisfaction, and employee well-being, we strive to make a positive impact in the lives of those we serve. Our dynamic team is passionate about delivering exceptional experiences, and we're excited to welcome like-minded individuals to join our ranks.
**Job Summary**
As a Contact Center Agent, you will be the frontline of our operations, ensuring member satisfaction through effective communication, problem resolution, and client education. This role is pivotal in 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
**Requirements**
* 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, NY, NJ, CT residents) or $34,091 – $49,920 (All Other Locations, within approved 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, arenaflex 401(k) plan, and more
* Opportunities for career growth and professional development
* A dynamic and supportive work environment
**What We Offer**
* A 6-week paid virtual training program to ensure your success in the role
* A flexible and remote work arrangement, allowing you to work from the comfort of your home
* Opportunities for career growth and professional development
* A comprehensive benefits package, including medical, dental, vision, basic life and accident insurance, flexible reimbursement accounts, employee assistance plan, arenaflex 401(k) plan, and more
* A dynamic and supportive work environment
**How to Apply**
If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the healthcare industry, we encourage you to apply for this exciting opportunity. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and join our dynamic team at arenaflex!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.