At arenaflex, we're dedicated to delivering exceptional customer service and support to our beneficiaries, family members, military personnel, and medical providers. As a key member of our TRICARE program support team, you'll play a vital role in ensuring that our clients receive the highest level of service and support. If you're passionate about delivering outstanding customer service, working in a dynamic and fast-paced environment, and making a difference in the lives of others, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading provider of business services to governments, helping them operate health and human services programs. Our health services segment offers outsourced program management and administrative services, ensuring that our clients receive the support they need to deliver high-quality services to their constituents. With a commitment to excellence and a passion for making a difference, we're proud to be a part of the arenaflex team.
**Job Summary**
We're seeking an experienced Customer Service Representative to join our TRICARE program support team. As a Customer Service Representative, you'll be responsible for providing exceptional customer service to our beneficiaries, family members, military personnel, and medical providers. You'll work in a remote environment, using a patient-centric approach to assist callers with their TRICARE program benefit questions, update beneficiary demographics, perform enrollments, and address other related calls.
**Key Responsibilities**
* Provide customer service for basic and routine inquiries and problems via multiple channels (telephone, emails, web chats, or written letters)
* Use computerized systems for tracking, information gathering, and troubleshooting
* Provide feedback and input on call trends, processes, procedures, and training
* 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
* Provide 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
* 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 of 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 programs
* 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
**Preferred Qualifications**
* Bachelor's Degree or equivalent government or private-sector work experience
* Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs
* Ability to pass a skills assessment
**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)
**Compensation and Benefits**
* Hourly Base Pay Minimum: $18.75
* Hourly Base Pay Maximum: $18.75
* 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
* An applicant's salary history will not be used in determining compensation
* arenaflex is an Affirmative Action/Equal Opportunity Employer and provides 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
**Why Join arenaflex?**
* Make a difference in the lives of others by providing exceptional customer service and support
* Work in a dynamic and fast-paced environment with a team of dedicated professionals
* Enjoy a competitive salary and benefits package
* Take advantage of opportunities for career growth and development
* Be part of a company that values diversity, equity, and inclusion
**How to Apply**
If you're passionate about delivering outstanding customer service and making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please visit our website at [www.arenaflex.com](http://www.arenaflex.com) to submit your application.
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