Experienced Customer Care Representative I - Behavioral Health Call Center

At arenaflex, we're dedicated to making lives better by providing exceptional staffing solutions to state and local governments. Our mission is to be the most knowledgeable staffing partner, and we're looking for talented individuals to join our team. As a Customer Care Representative I, you'll play a vital role in developing and maintaining positive customer relationships, ensuring that participants and providers receive exceptional service and support.

About arenaflex

arenaflex is an award-winning staffing firm that values customer service, accountability, and getting the job done. We're committed to making our clients' lives easier by engaging and supporting them, and we're passionate about identifying and cultivating our employees' talents to match their needs. Our team is dedicated to delivering exceptional results, and we're looking for like-minded individuals to join us on this journey.

Job Summary

We're seeking an experienced Customer Care Representative I to join our team in a remote, full-time position. As a key member of our behavioral health call center, you'll be responsible for providing exceptional service to participants and providers, handling inquiries, resolving issues, and assisting with behavioral health/substance use service needs. If you're a strong communicator with a passion for customer service, we want to hear from you.

Essential Duties and Responsibilities

As a Customer Care Representative I, you'll be responsible for:

• Responding to incoming calls, emails, and other communication channels in a professional and courteous manner, addressing questions and concerns related to behavioral health/substance use services.
• Researching and resolving customer issues, complaints, or service discrepancies by collaborating with appropriate teams or escalating as necessary to provide information and/or solutions.
• Accurately logging customer interactions, maintaining updated records, and documenting resolutions using internal systems.
• Providing information on available behavioral health and substance abuse services, eligibility requirements, and program processes to clients, members, and providers.
• Ensuring all interactions are HIPAA compliant, company policies, and state or federal regulations governing behavioral health and substance abuse services.
• Collaborating with team members and other departments to ensure a seamless customer experience and meet project goals.
• Identifying and communicating trends in customer inquiries to support continuous improvement initiatives for the project.
• Participating in developing department goals, objectives, and systems.
• Participating in staff meetings and attending other meetings and seminars as assigned.
• Recommending new approaches, policies, and procedures to continually improve efficiency of the department and services performed.
• Efficiently performing duties as assigned and working independently and as a team to accomplish common goals.

Required Skills and Abilities

To succeed in this role, you'll need:

• Accountability for commitments, follow-ups, tasks, and timely completion of trainings.
• Flexibility and a quick learner, willing to adapt to changing customer and business needs.
• A strong work ethic.
• Excellent verbal, written, and listening communication skills within the English language.
• Proven, high-quality customer service (internal and external customers).
• Ability to work independently and collaboratively.
• Capability to analyze situations carefully and adopt appropriate courses of action.
• Ability to understand and adhere to the duties, methods, and procedures required by the position.
• Excellent organizational skills and attention to detail.
• Ability to prioritize multiple tasks and navigate multiple computer applications/screens efficiently.
• Ability to effectively communicate to large and small group audiences.
• Proficiency with Microsoft Office Suite, system navigation, and/or related software.

Education and Experience

We're looking for candidates with:

• A high school diploma or equivalent.
• 1-2 years of experience in customer service, providing call center support, preferably in healthcare or behavioral health and/or substance use field.

Physical Requirements

This role requires:

• Prolonged periods of sitting at a desk and working on a computer with multiple screens.
• Standard hours of work Monday through Friday, 8:30 am - 5:00 pm Eastern for training.
• Standard hours of work Monday through Friday, 9:00 am - 5:30 pm Eastern after training.

Benefits of Working at arenaflex

As a valued member of our team, you'll enjoy:

• A full benefit package, including medical, dental, and vision insurance, medical and dependent flexible spending account, pet insurance, and mass transportation benefit for the Maryland and Washington, D.C. area.
• 19 days of PTO, 12 paid holidays, and 13 paid holidays during election years.
• Merit/COLA increases, flex time allowed, and a 401(k) with a generous employer match.
• Easy-to-use employee self-serve HR portal and a supportive team of professionals committed to making your life better.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

How to Apply

If you're a motivated and customer-focused individual with a passion for behavioral health and substance use services, we want to hear from you. Apply now to join our team and make a difference in the lives of our participants and providers. [Apply Now](https://www.indeed.com/viewjob?jk=e5a39543b1e3c769) Apply for this job