Experienced Customer Service Team Lead - Remote Opportunity in Las Vegas, NV - Delivering Exceptional Patient Experiences in a Dynamic Healthcare Environment

Welcome to arenaflex

arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

About the Role

The Team Lead supports the Call Center Supervisors and Managers and acts as a primary resource for agents who are responsible for representing the SMA provider's office through telephonic communication consisting of both inbound and outbound calls, scheduling appointments, and providing general customer service to callers as needed. Will assist the Call Center management in ensuring the department operates efficiently and creates an atmosphere focused on delivering high-quality customer service and maintaining patient satisfaction.

Key Responsibilities

• Acts as a primary resource for handling staff inquiries regarding policies and procedures.
• Communicate procedural changes and guidelines to department staff.
• Work with Supervisors to sustain high associate morale and motivation.
• Execute customer service utilizing a professional tone and manner.
• Training: Identify and assess talent for potential peer trainers. Conduct training for newly appointed peer trainers.
• Accuracy: Acquire no more than 6 scheduling errors in the calendar year. Remain accountable for relaying accurate information to advocates while maintaining 95% call handle rate in CEAQ.
• Acts as a facilitator to resolve conflicts on the team and ensures accurate and timely communication of concerns to management.
• Receive and process STAT priority referrals.
• Acts as a mentor/coach for call center advocates ensuring they are meeting monthly metrics.
• Perform other duties as assigned.

Requirements and Qualifications

To be successful in this role, you will need:

Essential Qualifications

• High School Diploma / GED OR equivalent work experience
• Must be 18 years of age OR Older
• Minimum 1+ years of experience in a Healthcare environment
• 1 year of experience as a team lead and/or training
• Working knowledge of computerized telephone systems and ACD
• Healthcare/Managed Care and/or insurance industry knowledge
• Working knowledge of APM, Centricity-RIS, Touchworks/Allscripts, and ImpactMD
• Knowledge of MS Office is required with emphasis on Excel
• Able to excellent Customer Service and proper telephone etiquette
• Thorough knowledge of state and federal laws that apply to the department
• Proficient in MS Office
• Excellent interpersonal skills
• Oral, written, communication, and composition skills
• Ability to listen, document, and track problem areas
• Excellent leadership and time management skills
• Ability to work independently, and with confidential information
• Must have initiative
• Maintain a positive attitude with supporting departmental goals and objectives
• Must have the ability to work swiftly and efficiently without compromising quality customer service
• Organizational skills
• Flexible and able to commit to departmental goals, including overtime as needed, shift changes, etc
• Must be able to work onsite once a week at 2716 N TENAYA WAY Las Vegas, NV
• Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm, Monday - Friday. It may be necessary, given the business need, to work occasional overtime or weekends

Preferred Qualifications

• Medical Terminology
• CPT and ICD-10 coding
• 1 year of experience in a call center
• Work experience as a team lead

What We Offer

At arenaflex, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). Our benefits package includes:

• Competitive salary range
• Comprehensive health insurance
• 401k matching program
• Paid time off and holidays
• Opportunities for career growth and development
• Recognition and reward programs

Work Environment and Culture

arenaflex is committed to creating a diverse and inclusive work environment that values and respects all employees. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

How to Apply

If you are a motivated and experienced customer service professional looking for a new challenge, please apply to this exciting opportunity. We can't wait to hear from you!

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.