Experienced Customer Service Representative Lead - Remote in arenaflex
At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a Customer Service Representative Lead, you'll play a vital role in driving success by providing top-notch support to our customers and team members alike. If you're passionate about delivering world-class service, building strong relationships, and growing your career in a dynamic environment, we want to hear from you!
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. Our culture is guided by diversity and inclusion, and we're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
Job Summary
As a Customer Service Representative Lead, you'll be responsible for delivering exceptional customer experiences, providing support to your team members, and driving success in a fast-paced, dynamic environment. You'll work closely with our customers, care providers, and internal teams to resolve complex issues, provide education, and ensure that our customers receive the best possible service.
Key Responsibilities
* Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
- Handle escalated calls, resolving more complex customer issues in a one and done manner
- Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
- Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
- Assist customers in navigating arenaflex websites and encourage and reassure them to become self-sufficient
- Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
- Provide education and status on previously submitted pre-authorizations or pre-determination requests
- Meet the performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution and attendance
Essential Qualifications
* High School Diploma / GED
- Must be 18 years of age OR older
- First Call Resolution experience
- 9 months of previous call center experience
- 2 years of customer service experience analyzing and solving customer problems OR 2 years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
- Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- Ability to work full-time, Monday - Friday. Employees are required to be flexible to work an 8-hour shift during the hours of 6:00am – 6:00pm MST. Mandatory overtime is required during peak season (first few weeks of January) and based on business need and weekends
Preferred Qualifications
* 1 year's Customer Service Representative (CSR) experience OR 1 year's of experience in an office setting, call center setting or phone support role
Telecommuting Requirements
* Reside within Draper, UT, Cypress, CA OR Tampa, FL
- 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 UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
Soft Skills
* Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
- Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
- All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy.
Compensation and Benefits
We offer a competitive salary, comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with arenaflex, you’ll find a far-reaching choice of benefits and incentives.
Diversity and Inclusion
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.
Why Join arenaflex?
* Opportunity to work in a dynamic, fast-paced environment
- Comprehensive training program to help you succeed
- Competitive salary and benefits package
- Opportunity to grow your career in a global organization
- Collaborative and inclusive work environment
- Recognition and rewards for outstanding performance
How to Apply
Don't miss out on this exciting role! Apply now to join our team as a Customer Service Representative Lead. We're looking forward to hearing from you! Apply To This Job Apply for this job