Experienced Customer Experience Representative - Outbound - Remote CST Shift (Bilingual Spanish Required)

Join arenaflex in shaping the future of healthcare by delivering exceptional customer experiences to our members and providers. Are you passionate about providing top-notch customer service and making a meaningful impact in the lives of others? Do you possess excellent communication skills, a strong work ethic, and a commitment to excellence? If so, we invite you to join our arenaflex team as a Customer Experience Representative - Outbound - Remote CST Shift (Bilingual Spanish Required).

About arenaflex

arenaflex is a leading healthcare organization dedicated to providing high-quality, patient-centered care to millions of individuals across the United States. Our mission is to improve the health and well-being of our members and communities, and we're seeking talented individuals like you to help us achieve this vision.

Job Summary

As a Customer Experience Representative, you will play a critical role in delivering exceptional service to our members and providers, resolving issues and addressing needs fairly and effectively. You will provide product and service information, identify opportunities to improve our member and provider experiences, and demonstrate arenaflex values in your actions.

Key Responsibilities

* Provide service support to members and/or providers using one or more contact center communication channels and across multiple states and/or products, including phone, chat, email, and off-phone work supporting our Medicaid, Medicare, and/or Marketplace business.

• Conduct various surveys related to health assessments and member/provider satisfaction.
• Accurately document pertinent details related to Member or Provider inquiries.
• Ability to work regularly scheduled shifts within our hours of operation, where lunches and breaks are scheduled and work over-time and/or weekends, as needed.
• Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
• Aptitude to listen attentively, capture relevant information, and identify Member or Provider's inquiries and concerns.
• Capable of meeting/exceeding individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence, and other Contact Center objectives.
• Able to proactively engage and collaborate with various Internal/External departments.
• Personal responsibility and accountability by taking ownership of providing resolutions in real-time or through timely follow-up with the Member and/or Provider.
• Supports provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
• Ability to effectively communicate in a professional setting.

Essential Qualifications

* High School Diploma or equivalent combination of education and experience.

• 1-3 years of Sales and/or Customer Service experience in a fast-paced, high-volume environment.
• Bilingual - Spanish: Required.

Preferred Qualifications

* Associate's Degree or equivalent combination of education and experience.

• 1-3 years of experience in a contact center environment.
• Preferred Systems Training:

+ Microsoft Office + Genesys + Salesforce + Pega + QNXT + CRM + Verint + Kronos + Microsoft Teams + Video Conferencing + CVS Caremark + Availity

Skills and Competencies

* Excellent communication and interpersonal skills.

• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced, dynamic environment.
• Strong attention to detail and organizational skills.
• Ability to work effectively in a team environment.
• Strong customer service skills and a commitment to excellence.
• Ability to adapt to changing priorities and deadlines.

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. As a Customer Experience Representative, you will have opportunities to:

• Develop your skills and knowledge in customer service, sales, and communication.
• Participate in ongoing training and development programs to enhance your performance and career advancement.
• Collaborate with cross-functional teams to drive business results and improve member and provider experiences.
• Take on new challenges and responsibilities as you grow and develop in your role.

Work Environment and Company Culture

arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive. Our company culture values:

• Respect and empathy for all individuals.
• Open communication and transparency.
• Collaboration and teamwork.
• Continuous learning and growth.
• Excellence and innovation.

Compensation, Perks, and Benefits

arenaflex offers a competitive benefits and compensation package, including:

• Competitive salary and bonus structure.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off and holidays.
• Opportunities for professional growth and development.
• Recognition and rewards for outstanding performance.

How to Apply

If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of others, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer (EOE) and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive, respectful, and supportive of all individuals. Apply for this job