**About arenaflex**
arenaflex is a leading healthcare organization committed to providing high-quality services to its members and partners. As an equal opportunity employer, we strive to create a diverse and inclusive workforce that reflects the communities we serve. Our mission is to reduce health disparities, become an anti-racist organization, and create an equitable work environment. We are proud to offer a range of benefits and opportunities for growth and development to our employees.
**Job Summary**
We are seeking an experienced Customer Service Representative II to join our team in Washington State. This is a remote opportunity that requires a high level of customer service skills, knowledge of medical terminology, and experience working in a call center environment. As a Customer Service Representative II, you will be responsible for responding to member and provider inquiries, resolving issues, and providing accurate and courteous service. If you are passionate about serving the underserved community and have a desire to work in a dynamic and collaborative team, we encourage you to apply.
**Key Responsibilities**
* Provide first call resolution by responding accurately and courteously to member and provider inquiries regarding benefit interpretation, eligibility, claims status, accessing care through plan providers, and other related issues under Washington Apple Health, Medicare Advantage, and Cascade Select Plans.
* Document inquiries, complaints, and other data in computer database in an accurate, clear, and timely manner.
* Provide support to CHPW members during the Medicare Annual Election Period, including working a variable shift and/or weekend hours.
* Advise providers with the outcome of how a claim has processed and take appropriate action on behalf of the provider and arenaflex.
* Meet attendance and call quality standards.
* Perform all functions of the job with accuracy, attention to detail, and within established timeframes.
* Other duties as assigned.
**Essential Qualifications**
* A minimum of three (3) years of call center experience, preferably in insurance, managed care, or from a provider setting.
* Experience working with state and federal programs, including Washington Apple Health and Medicare Advantage Plans.
* Knowledge of medical terminology and healthcare.
* Excellent verbal and written communication skills, including typing.
* Ability to gather and assess information from multiple systems, apply protocols, and determine appropriate actions.
* Ability to use MS Office products, such as Outlook, Word, and Excel.
* Strong analytical and problem-solving skills, with the ability to handle demanding situations.
**Preferred Qualifications**
* Experience working in a 100% remote environment.
* Knowledge of claims and claims processing.
* Certification in customer service or a related field.
**Skills and Competencies**
* Excellent communication and interpersonal skills, with the ability to build strong relationships with members and providers.
* Strong analytical and problem-solving skills, with the ability to handle complex issues and make sound decisions.
* Ability to work in a fast-paced environment, with multiple priorities and deadlines.
* Strong attention to detail and accuracy, with the ability to maintain high-quality standards.
* Ability to learn and adapt to new systems and processes.
* Strong teamwork and collaboration skills, with the ability to work effectively in a dynamic and collaborative team.
**Career Growth Opportunities and Learning Benefits**
* arenaflex offers a range of training and development opportunities to help you grow and advance in your career.
* We have a strong focus on employee development and well-being, with a range of benefits and programs to support your physical, emotional, and financial health.
* We offer a competitive salary and benefits package, including medical, dental, and vision insurance, as well as a 401(k) retirement plan and generous employer match.
**Work Environment and Company Culture**
* arenaflex is a remote-friendly organization, with a flexible and adaptable work environment.
* We have a strong focus on work-life balance, with a range of benefits and programs to support your physical, emotional, and financial health.
* We have a dynamic and collaborative team culture, with a strong focus on teamwork, communication, and mutual respect.
**Compensation and Benefits**
* The position is FLSA Non-Exempt and is eligible for overtime and has a 5% annual incentive target based on company, department, and individual performance goals.
* The base pay actually offered will take into account internal equity and also may vary depending on the candidate's job-related knowledge, skills, and experience among other factors.
* arenaflex offers a range of benefits for full and part-time employees and their dependents, including medical, prescription, dental, and vision insurance, as well as a 401(k) retirement plan and generous employer match.
**Sensory/Physical/Mental Requirements**
* Sensory: Speaking, hearing, near vision, far vision, depth perception, peripheral vision, touch, smell, and balance.
* Physical: Extended periods of sitting, computer use, talking, and possibly standing.
* Mental: Ability to learn and prioritize multiple tasks at a given time and have the capability of handling demanding situations. Analytical/problem solving/critical thinking ability.
**Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, regardless of their background, culture, or identity.
**How to Apply**
If you are passionate about serving the underserved community and have a desire to work in a dynamic and collaborative team, we encourage you to apply. Please submit your application, including your resume and cover letter, through our website. We look forward to hearing from you!
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