Job Title: Remote Customer Service Representative – Oklahoma Residents Wanted to Join arenaflex Team
Job Description:
About arenaflex
At arenaflex, we're passionate about delivering exceptional customer experiences that make a meaningful difference in people's lives. Our purpose is to bring our heart to every moment of our customers' health, and we're committed to delivering enhanced human-centric healthcare for a rapidly changing world. Our Heart At Work Behaviors support this purpose, empowering our team members to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make healthcare more personal, convenient, and affordable.Work-Life Balance and Flexibility
We understand the importance of work-life balance and flexibility. That's why we're excited to offer a remote customer service representative role that allows you to work from the comfort of your own home. As a remote team member, you'll have the freedom to create a schedule that suits your needs, while still being part of a dynamic and supportive team.Responsibilities
As a remote customer service representative at arenaflex, you'll be responsible for:- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly to customer inquiries and resolving customer complaints in a timely and efficient manner.
- Communicating with customers through various channels, including phone, email, and chat.
- Processing orders, forms, applications, and requests, and keeping accurate records of customer interactions and transactions.
- Providing feedback on the efficiency of the customer service process and identifying areas for improvement.
- Managing a team of junior customer service representatives and providing guidance and support as needed.
Key Responsibilities
As a remote customer service representative, you'll be responsible for:- Answering questions and resolving issues based on phone calls/letters from members, providers, and plan sponsors.
- Triaging resulting rework to appropriate staff.
- Providing excellent customer services for high-volume inbound provider calls for the Claims Inquiry/Claims Research team.
- Extensive claims research on multiple platforms to assist providers with payment questions.
- Providing the customer with related information to answer unasked questions, such as additional plan details, benefit plan details, member self-service tools, etc.
- Using customer service threshold framework to make financial decisions to resolve member issues.
- Explaining member's rights and responsibilities in accordance with contract.
- Processing claim referrals, new claim handoffs, nurse reviews, complaints (member/provider), grievance and appeals (member/provider) via target system.
- Educating & assisting providers on our self-service options.
- Assisting providers with credentialing and re-credentialing and contracting questions and issues.
- Assisting in compiling claim data for customer audits.
- Determining medical necessity, applicable coverage provisions and verifying member plan eligibility relating to incoming correspondence and internal referrals.
Requirements
To be successful in this role, you'll need:- To live in the state of Oklahoma full-time.
- Familiarity with Microsoft Office products.
- Experience in a highly transactional call center environment.
- Excellent customer service and critical thinking skills.
- High-speed internet access (25 mbps or higher) and a consistent connection.
- A work location set up with a direct connection to the router (NOT Wi-Fi).
Education
A high school diploma or GED equivalent is required.Training and Onboarding
As a remote customer service representative, you'll be required to attend 4 weeks of virtual training between the hours of 8-5 CST. After training, your permanent schedule will be Monday-Friday, with the option to start as early as 7 am CST and end as late as 7 pm CST.Compensation and Benefits
We offer a competitive compensation package, including:- A salary that reflects your experience and qualifications.
- A comprehensive benefits package, including health, dental, and vision insurance.
- A 401(k) plan with company match.
- Flexible paid time off and holidays.
- Opportunities for career growth and professional development.