**Join arenaflex in providing exceptional customer service to beneficiaries, family members, military personnel, and medical providers through our TRICARE program. As a Customer Service Representative, you will be the primary point of contact for our clients, providing empathetic and efficient support to ensure their needs are met.**
**About arenaflex**
arenaflex is a leading provider of business services to governments, helping them operate health and human services programs. Our team is dedicated to delivering exceptional customer service and support to our clients, and we're looking for talented individuals to join our team. With a focus on innovation and excellence, arenaflex is committed to making a positive impact in the lives of our clients and their communities.
**Job Summary**
We're seeking an experienced Customer Service Representative to join our TRICARE program support team. As a key member of our team, you will be responsible for providing exceptional customer service to our clients, responding to their inquiries, and resolving their issues in a timely and professional manner. You will work closely with our team to ensure that our clients receive the highest level of service and support.
**Key Responsibilities**
* Provide customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters)
* Use computerized systems for tracking, information gathering, and/or troubleshooting
* Provide feedback when needed, provide input on call trends, processes, procedures, and training
* May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
* Ensure incoming communications are answered promptly, appropriately, and courteously
* Demonstrate a "can do" and professional attitude when servicing beneficiaries and clients with the objective of exceeding expectations with the customer service provided
* Provide callers with informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits
* Retrieve, research, and analyze data from multiple databases to answer client concerns
* De-escalate and manage complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager
* Accurately perform all data entry functions to reflect and document client activity/transactions and do so in a timely manner
* Ability to multi-task and have multiple screens/programs opened at the same time
* Meet performance requirements and maintain knowledge of project policies and procedures
* Actively participate in and support departmental and organizational quality initiatives and goals
* Work in a systematic, methodical, and orderly way to maintain quality work and high productivity
* Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment
* Make recommendations for changes to current policies or need for new policy to your supervisor in the spirit of process improvements
* Complete any other reasonable duties as requested by the manager
* Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules
**Requirements**
* High school diploma or equivalent with 6 months of customer service experience
* Must be able to speak and read English clearly, professionally, and fluently
* Ability to obtain US Security Clearance
* Must be a US Citizen
* Minimum 1+ years of contact center experience, preferably in a healthcare-related environment
* Minimum 3+ years of experience in delivering excellent customer service in a high-paced environment
* Experience with healthcare insurance plans and billing
* Experience with military health program
* Experience of healthcare terms
* Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools
* Ability to speak Spanish, highly desirable
* Excellent written and oral communication skills
* Strong interpersonal skills with the ability to build relationships
* Proactive, self-starter with the ability to work well in a team environment
* Detail-oriented with good organizational skills and capable of effectively prioritizing and multitasking
**Remote Work Requirements**
* HIPAA-compliant workspace: Private and secure workspace away from others, noise, and distractions
* Reliable high-speed internet: Ethernet/hard-wired connection (no WiFi or Hotspots)
* Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)
**Benefits**
* Competitive hourly base pay rate: $18.75
* Opportunity to work with a leading provider of business services to governments
* Collaborative and dynamic work environment
* Professional development opportunities
* Recognition and rewards for outstanding performance
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Flexible work arrangements, including remote work options
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our website at [insert link]. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. We are proud to be an Affirmative Action/Equal Opportunity Employer and are committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disabled status.
**Pay Transparency**
arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation.
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