At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As an Experienced Customer Service Representative, you'll play a vital role in providing top-notch support to our stakeholders, ensuring their needs are met efficiently and effectively. If you're a customer-centric professional with a passion for delivering outstanding service, we want to hear from you!
**About arenaflex**
arenaflex is a leading provider of innovative solutions that empower our clients to achieve their goals. With a strong commitment to quality, integrity, and customer satisfaction, we've built a reputation for excellence in our industry. Our team is dedicated to delivering exceptional results, and we're looking for talented individuals like you to join our ranks.
**Job Summary**
As an Experienced Customer Service Representative, you'll be responsible for providing exceptional customer service to our stakeholders, responding to inquiries, resolving issues, and escalating matters to our IDRE Stakeholder Engagement SME as needed. You'll work closely with our project team members to ensure seamless contract fulfillment, and you'll be an integral part of our quality assurance activities, identifying trends and reporting to our management team.
**Key Responsibilities**
* Understand and represent arenaflex's mission, vision, and values to all internal and external customers
* Interact with government and private sector clients, partners, and arenaflex staff in a professional and accountable manner, and as a representative of arenaflex management
* Interact with project team members in order to successfully fulfill contract obligations with the highest quality and in a timely manner meeting arenaflex's ISO requirements
* Instill integrity throughout the organization via active participation in ISO requirements, including timely submission of Corrective Action Plans for all matters in which either arenaflex standards and/or corporate contract standards have not been met
* Engage clients in appropriate communication that manages client expectations and builds a collaborative relationship with the client
* Respond to telephone inquiries promptly, professionally, and efficiently to provide first call resolution
* Understand and resolve customer requests, questions, and provide analysis of situations to determine best use of resources
* Obtain, evaluate, and analyze all relevant information to successfully handle inquiries
* Serve as liaison between the customer and various departments or team members in response to inquiries
* Direct unresolved issues to designated departments or team members for further investigation if necessary
* Participation in educating and communicating the program requirements to stakeholders
* Respond to all written inquiries (letter, fax, and email) in a professional manner
* Keep records of stakeholder interactions and transactions
* Record details of actions taken and provide follow-up and results orientation based upon established protocols
* Identification of analysis of trends and reporting to management team
* Maintain a communications log that documents all inquiries, including telephonic, written, and e-mail
* Actively participates in quality assurance activities; identifies trends and reports to management team
* Recommend process improvement to management team (Lessons learned & Best Practices)
* Maintain a high level of knowledge and comply with all protocols, policies, and procedures
* File all project documents (hard and soft copies)
* Provide assistance as needed to team members
* Perform other duties as assigned
**Requirements**
* Associates Degree with a minimum of two (2) years general related experience in lieu of a degree, 2 additional years of related experience is required
* Ability to work in a high-volume and high-pressured call center
* Familiarity with Current Procedural Terminology (CPT) codes, International Classification of Diseases, Ninth Revision, Clinical Modification (ICD-9-CM) codes, and Healthcare Common Procedural Coding System (HCPCS) codes
* Candidates having experience with IDR, No Surprises Act, or experience working in a customer service capacity with a health insurance company are preferred
* Excellent communication skills, both verbal and written. Ability to speak clearly in a professional manner so the stakeholder can understand and comprehend the interview/survey questions
* Possesses high level of time management and organizational skills
* Must have excellent customer service, interpersonal, listening, and problem-solving skills
* Consistently handles inquiries in a friendly and professional manner
* Reliable, honest, and trustworthy; Integrity is required
* Demonstrated ability to work with others in a team environment
* Excellent data entry skills with high level of accuracy; able to work under production guidelines
* Must be proficient in Microsoft Applications such as MS Word, Excel, and Access
* Demonstration of adherence to deadlines
* Flexibility to changing requirements and contingencies
* Willing to take on additional tasks as required and learn new skills
* Willingness and ability to undertake training needed in order to fulfill the changing requirements of the job
* Ability to interface with all levels of management and staff personnel
* Must have no conflict of interest (COI) as defined in 1154(b)(1) of the Social Security Act (SSA)
* Ability to obtain and maintain U.S. Government Security Clearance
**Preferred Qualifications**
* Preference will be given to individuals who reside in, or are willing to relocate to, a recognized HUBZone area (Go to http://map.sba.gov/hubzone/maps/ for more information)
**Work Environment and Culture**
At arenaflex, we're committed to creating a positive, inclusive work environment that fosters collaboration, innovation, and growth. Our team is dedicated to delivering exceptional results, and we're looking for talented individuals like you to join our ranks. As an Experienced Customer Service Representative, you'll have the opportunity to work with a talented team of professionals who share your passion for delivering outstanding customer service.
**Compensation and Benefits**
arenaflex offers a competitive compensation package, including a salary, benefits, and opportunities for career growth and development. Our team members enjoy a range of benefits, including:
* Comprehensive health insurance
* 401(k) retirement plan
* Paid time off and holidays
* Professional development opportunities
* Recognition and rewards for outstanding performance
**How to Apply**
If you're a customer-centric professional with a passion for delivering outstanding service, we want to hear from you! To apply for this exciting opportunity, please submit your resume and cover letter through our online application system. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer. All qualified applicants, including Disability/Vets or other qualified applicants, will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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