As a Senior Customer Service Representative at arenaflex, you will play a vital role in delivering exceptional customer experiences to our members, helping them navigate the complexities of healthcare and make informed decisions about their well-being. This is a unique opportunity to join a dynamic team that shares your passion for helping people achieve better health.
**About arenaflex**
arenaflex is a leading healthcare organization dedicated to providing innovative solutions that improve the lives of our members. With a strong commitment to quality care and customer satisfaction, we strive to make a positive impact on the communities we serve. Our team of dedicated professionals is passionate about delivering exceptional service and making a difference in the lives of our members.
**Job Summary**
As a Senior Customer Service Representative, you will be responsible for providing compassionate and empathetic support to our members, helping them resolve complex issues and navigate the healthcare system. You will serve as a resource and Subject Matter Expert for team members and internal customers, handling escalated calls and providing guidance on healthcare-related topics. Your expertise and knowledge will be essential in helping our members make informed decisions about their health and well-being.
**Key Responsibilities**
* Serve as a resource or Subject Matter Expert for team members or internal customers
* Handle escalated calls, resolving more complex customer issues
* Demonstrate outstanding service to identify the source of the caller's issue and work to resolve the inquiries in a timely and professional manner
* Help guide and educate customers about the fundamentals and benefits of consumer-driven healthcare topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits, and choosing a quality care provider
* Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
* Assist customers in navigating myuhc.com and other arenaflex websites while encouraging and reassuring them to become self-sufficient with our tools
**Essential Qualifications**
* High School Diploma / GED
* Must be 18 years of age or older
* 1+ years of customer service experience or experience in a medical office, healthcare, call-center, or office setting analyzing and solving customer problems
* Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
* Ability to work Monday - Friday, during our normal business hours of 9:00am - 6:00pm EST, including the flexibility to work occasional overtime or weekends, based on business need
**Preferred Qualifications**
* Healthcare experience
* Knowledge of billing/finance and eligibility processes, practices, and concepts
**Soft Skills**
* Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
* Proficient conflict management skills, including the ability to resolve stressful situations
* Familiarity with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
**Telecommuting Requirements**
* Ability to keep all company-sensitive documents secure (if applicable)
* Required to have a dedicated work area established that is separated from other living areas and provides information privacy
* Must live in a location that can receive a arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we believe in investing in our employees' growth and development. As a Senior Customer Service Representative, you will have access to a comprehensive training program, including on-the-job training and ongoing coaching and feedback. You will also have opportunities to advance your career within the organization, with a clear path for professional growth and development.
**Work Environment and Company Culture**
Our work environment is dynamic and fast-paced, with a focus on delivering exceptional customer service and making a positive impact on the lives of our members. We value diversity, equity, and inclusion, and strive to create a workplace culture that is inclusive and respectful of all employees. Our team is passionate about delivering exceptional service and making a difference in the lives of our members.
**Compensation, Perks, and Benefits**
As a Senior Customer Service Representative at arenaflex, you will be rewarded with a competitive hourly rate of $16.88 to $33.22 per hour, based on full-time employment. You will also have access to a comprehensive benefits package, including health, dental, and vision insurance, as well as 401(k) matching and paid time off. Additionally, you will have opportunities to participate in incentive and recognition programs, equity stock purchase, and professional development opportunities.
**How to Apply**
If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our online application portal. We look forward to hearing from you!
**Equal Employment Opportunity**
arenaflex is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.