Are you passionate about delivering exceptional customer service and making a real difference in people's lives? Do you thrive in a fast-paced environment where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Service Representative to join our team as an Assistance Coordinator in our Pembroke Pines office. As a key member of our team, you will play a vital role in coordinating medical assistance for our clients, providing top-notch support, and ensuring their needs are met with empathy and urgency.
**About arenaflex**
arenaflex is a leading provider of innovative solutions in the travel insurance, travel assistance, identity and cyber protection, and beneficiary companion products. Our North American team is part of the Europ Assistance Group brand, and we take pride in our commitment to corporate responsibility and environmental sustainability. Our diverse and inclusive work environment is the perfect place for you to grow your career and make a meaningful impact.
**What We Offer**
At arenaflex, we believe in investing in our employees' growth and well-being. Here are some of the benefits you can expect:
* A diverse, inclusive, and professional work environment
* Flexible work schedules to balance your work and personal life
* Company match on 401(k) to help you plan for your future
* Competitive Paid Time Off policy to recharge and relax
* Generous Employer contribution for health, dental, and vision insurance
* Company-paid short-term and long-term disability insurance
* Paid Maternity and Paternity Leave to support your family
* Tuition reimbursement to pursue your education and career goals
* Company-paid life insurance to provide peace of mind
* Employee Assistance program to support your mental health and well-being
* Wellness programs to promote a healthy work-life balance
* Fun employee and company events to build relationships and have fun
* Discounts on travel insurance to explore the world
**About the Role**
As an Assistance Coordinator/Customer Service Representative, you will be the first point of contact for our clients, providing empathetic and professional support in times of need. Your primary responsibilities will include:
* Handling calls, emails, and faxes from patients, clients, and providers
* Adhering to quality, availability, and productivity expectations to ensure individual and departmental success
* Proactively communicating with patients, clients, and providers in a comprehensive and professional manner
* Prioritizing incoming/assigned tasks to ensure actions are taken in a timely manner, in line with contractual and internal Service Level Agreements
* Following all established GMMI Client Specific Procedures and Standard Operating Procedures
* Responsible for daily work and timely follow-up on active cases assigned
* Communicating with Assistance Coordinators, Senior Assistance Coordinators, Supervisors, Managers, and supporting departments to coordinate work efforts
* Responsible for communicating benefit/coverage decisions and administering medical payments via direct billing or authorized credit card use
* Handling Protected Health Information in accordance with HIPAA/Information Security requirements
* Maintaining compliance with instructions pertaining to sensitive legal areas such as International Sanctions and Financial Crime
* Understanding business concepts including, but not limited to, cost containment practices, logistics planning, case flows, and claims processing cycles
* Participating in individual, group, and client training, complete mandatory company training within deadlines
* Managing personal email inbox to stay informed of company and departmental updates
**Requirements**
To be successful in this role, you will need:
* Customer Service experience in medical assistance, preferably
* Experience in handling high volumes of interactions, including call and email volumes
* Basic medical terminology: knowledge of US/International healthcare systems, preferred
* Advanced computer literacy and internet research skills
* Ability to work in a fast-paced environment, with great prioritization and time management skills
* Excellent verbal and written communication skills; fluent English required, Spanish preferred
* Professional and positive interaction with clients, patients, providers, and colleagues
* Must represent the organization in a professional and knowledgeable manner
**Education/Certifications**
* Insurance benefits administration (Travel/Health insurance)
* Minimum one year experience working within the healthcare or insurance industry
* Geographical awareness
* MS Office (Word, Excel, PowerPoint, and Outlook)
* High School Diploma or Equivalent (GED) required
**Work Environment**
This is a hybrid role based out of our Pembroke Pines office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week after your initial training, which will be completed fully on-site.
**Schedule**
This department is a 7-day per week operation, and shifts/hours may vary. Occasional overtime may be required according to business need.
**Equal Employment Opportunity**
arenaflex is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard to age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law.
**How to Apply**
If you're excited about this role and want to make a difference in people's lives, apply today! Don't meet every single requirement? At arenaflex, we are dedicated to building a diverse, inclusive, and enriching workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
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