Experienced Full Stack Contact Center Agent – Customer Service Representative (Remote)

At arenaflex, we're dedicated to delivering exceptional customer experiences through our dynamic team of contact center professionals. As a key member of our operations, you'll play a pivotal role in ensuring member satisfaction through effective communication, problem resolution, and client education. This exciting opportunity offers the flexibility of remote work, allowing you to work from the comfort of your home while being part of our collaborative team.

About arenaflex

arenaflex is a leading organization in the healthcare industry, committed to providing quality services to our members and providers. With a strong focus on innovation and customer satisfaction, we're constantly striving to improve our operations and services. As a remote contact center agent, you'll be part of a diverse team that shares a passion for delivering exceptional customer experiences.

Job Summary

As an Experienced Full Stack Contact Center Agent, you'll be responsible for 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. Your role will also include retention of membership, handling dis-enrollments, and escalating issues that require further intervention. This is an exciting opportunity to join our dynamic team and contribute to our mission of providing quality healthcare services.

Key Responsibilities

* Interact with providers and members by 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 a 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.

Minimum Qualifications

* 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

arenaflex offers a competitive compensation package, including:

• Salary: $39,208 - $52,000 (Greater New York City Area) or $34,091 - $49,920 (All Other Locations)
• Overtime pay
• Quarterly bonuses averaging $1,100 every three months
• Comprehensive benefits package, including medical, dental, and vision coverage
• Incentive and recognition programs
• Life insurance
• 401(k) contributions
• Flexible reimbursement accounts
• Employee assistance plan
• And much more!

Career Growth Opportunities

As a remote contact center agent, you'll have the opportunity to grow your career within arenaflex. Our team is committed to developing and promoting from within, and we offer a range of career paths, including:

• Performance support
• Senior Agent roles
• People leader roles
• Business analytics
• Workforce effectiveness
• And other areas

Work Environment and Company Culture

arenaflex is committed to creating a positive and inclusive work environment. As a remote contact center agent, you'll have the flexibility to work from the comfort of your home while being part of our dynamic team. We value diversity, equity, and inclusion, and we're committed to providing a workplace that's free from harassment and discrimination.

Hiring Process

The hiring process for this position includes:

• Online application
• Phone screening
• Virtual interview
• Skills assessment
• Background check
• Reference check

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We're committed to providing a workplace that's free from harassment and discrimination, and we're dedicated to promoting diversity, equity, and inclusion. We welcome applications from diverse candidates, including those with disabilities, and we're committed to providing reasonable accommodations to ensure equal access to employment opportunities.

How to Apply

If you're passionate about delivering exceptional customer experiences and you're looking for a dynamic and inclusive work environment, we encourage you to apply for this exciting opportunity. Please submit your application through our online portal, and we'll be in touch to discuss your qualifications and next steps.

Contact Us

If you have any questions or concerns about this opportunity, please don't hesitate to contact us. We're always happy to hear from you and provide more information about our team and our culture. Thank you for considering a career with arenaflex. We look forward to the possibility of you joining our team and contributing to our mission of providing quality healthcare services. Apply for this job