Experienced Customer Service Representative – Well-being (Remote, $15/hour)

At arenaflex, we're dedicated to providing exceptional customer experiences that make a lasting impact on our members' lives. As a Customer Service Representative – Well-being, you'll play a vital role in delivering top-notch support to our members, ensuring they receive the care and guidance they need to thrive. If you're passionate about delivering exceptional customer service, have a knack for problem-solving, and are eager to join a dynamic team, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative health and wellness solutions, empowering individuals to take control of their well-being. Our team is committed to delivering exceptional customer experiences, fostering a culture of empathy, and driving positive change in the lives of our members. As a remote Customer Service Representative – Well-being, you'll be part of a collaborative and supportive team that's passionate about making a difference.

Responsibilities

As a Customer Service Representative – Well-being, your primary responsibilities will include:

• Responding to telephone calls from members, health plans, and employer groups in a professional, accurate, timely, and courteous manner
• Demonstrating knowledge and understanding of all arenaflex products and programs through consistent proficiency in quality, quantity, and responsiveness
• Ascertaining the nature of the contact and recording information in the appropriate system
• Providing accurate answers to member inquiries by following standard policies and procedures
• Interacting in a positive, respectful manner and establishing and maintaining cooperative working relationships with internal and external customers
• Utilizing defined criteria to determine member qualification for Health Management programs
• Coordinating collection of necessary information, including member co-pays or payments when necessary
• Coordinating access to Health Management coaches when clinical advice or information is necessary to support the member
• Coordinating appointment scheduling for applicable Health Management programs and initiating appointments on behalf of Health Management coaches
• Forwarding documentation to Research Team for follow-up if inquiry requires additional action
• Analyzing information, problems, issues, situations, and procedures to develop effective solutions to ensure member satisfaction with the Health Management programs
• Researching unique questions using all available resources and referring difficult issues to Supervisor for appropriate answers
• Handling all issues requiring additional action within the necessary timeframes
• Managing time to ensure calls are answered within required timeframes and appropriate follow-up is conducted in a timely manner
• Exercising strict confidentiality in all matters relating to the member experience with arenaflex
• Attending and participating in employee and other meetings to discuss issues and foster teamwork among department personnel
• Placing outbound outreach calls to members who were referred to the program by Health Advocates, DM, or another identified referral source when requested

Qualifications

To be successful in this role, you'll need:

• A high school diploma or equivalent
• Minimum 1 year of Customer Service experience, with at least 6 months of Customer Service experience in an inbound Customer Service Call Center servicing members
• Experience in healthcare is preferred
• Basic experience with MS Office
• Excellent communication and interpersonal skills
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment
• Ability to effectively organize, prioritize, multi-task, and manage time
• Demonstrated accuracy and productivity in a changing environment with constant interruptions
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions
• Ability to exercise strict confidentiality in all matters

Mobility and Physical Requirements

This role requires:

• Primarily sedentary, able to sit for long periods of time
• Ability to speak, see, and hear other personnel and/or objects
• Ability to communicate both in verbal and written form
• Ability to travel within the facility (although this is a remote position)
• Capable of using a telephone and computer keyboard
• Ability to lift up to 10 lbs

Environmental Conditions

This role is based in a work-from-home (WFH) environment, requiring a stable connection to your Internet Service Provider with the ability to participate in online meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed).

Compensation and Benefits

arenaflex offers a competitive salary of $15/hour, with potential for $16/hour within the first year, plus merit. Additional bonus opportunities are available based on meeting Key Job Accountabilities (KJA) after 6, 12, and 24 months. We also offer a range of benefits, including:

• Comprehensive health insurance
• 401(k) matching program
• Paid time off and holidays
• Opportunities for professional growth and development
• A dynamic and supportive work environment

Equal Employment Opportunity

arenaflex is an Equal Opportunity/Affirmative Action Employer. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve. We welcome applications from qualified individuals of all backgrounds and perspectives.

How to Apply

If you're passionate about delivering exceptional customer service and are eager to join a dynamic team, we want to hear from you! Apply now and take the first step towards a rewarding new role. Apply To This Job Apply for this job