Senior Customer Service Representative - National Remote

Join arenaflex, a global organization that delivers care, aided by technology to help millions of people live healthier lives. As a Senior Customer Service Representative, you'll have the flexibility to telecommute from anywhere within the U.S. and take on challenging responsibilities that will directly improve health outcomes.

About arenaflex

arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

A Culture of Diversity and Inclusion

At arenaflex, we value diversity and inclusion. We believe that a diverse and inclusive workplace is a healthier atmosphere, where everyone feels valued, respected, and empowered to contribute their best work. We are an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Key Responsibilities

As a Senior Customer Service Representative, you'll provide our members with the information they need to make better decisions about their health, helping them get access to the right care the first time. Your responsibilities will include:

• Serving as a resource or Subject Matter Expert for team members or internal customers
• Handling escalated calls, resolving more complex customer issues
• Demonstrating outstanding service to identify the source of the caller's issue and work to resolve the inquires in a timely and professional manner
• Helping guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits, and choosing a quality care provider
• Contacting care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
• Assisting customers in navigating myuhc.com and other arenaflex websites while encouraging and reassuring them to becoming self-sufficient with our tools

Primary Responsibilities:

* Serve as a resource or Subject Matter Expert for team members or internal customers

• Handle escalated calls, resolving more complex customer issues
• Demonstrate outstanding service to identify the source of the caller's issue and work to resolve the inquires in a timely and professional manner
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
• Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
• Assist customers in navigating myuhc.com and other arenaflex websites while encouraging and reassuring them to becoming self-sufficient with our tools

Required Qualifications:

* High school diploma/GED

• Must be 18 years of age or older
• 1 year of customer service experience OR experience in a medical office, health care, call-center or office setting analyzing and solving customer problems
• Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
• Ability to work during our normal business hours of 9:00am - 6:00pm EST

Preferred Qualifications:

* Prior health care experience

• Knowledge of billing/finance and eligibility processes, practices and concepts

Telecommuting Requirements:

* Ability to keep all company sensitive documents secure (if applicable)

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a arenaflex approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

* Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications

• Demonstrated ability to listen skillfully, collect relevant information, build rapport and respond to customers in a compassionate manner
• Proficient conflict management skills including the ability to resolve stressful situations

Compensation and Benefits:

We offer a comprehensive benefits package, including:

• Competitive hourly rate ($16.54 - $32.55 per hour)
• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)

Application Deadline:

This job posting will be open for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

How to Apply:

If you're passionate about delivering exceptional customer service and making a difference in people's lives, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application. Apply Job!

Equal Employment Opportunity:

arenaflex is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Drug-Free Workplace:

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Apply for this job