Job Description
At arenaflex, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues – caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day.
- *Job Summary:**
We're seeking an experienced Customer Service Representative to join our team at arenaflex. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our members, addressing their needs, and resolving issues in a timely and professional manner. You will work in a fast-paced environment, utilizing your excellent communication and problem-solving skills to deliver a world-class customer experience.
- *Key Responsibilities:**
- Provide exceptional customer service to our members, addressing their needs and resolving issues in a timely and professional manner
- Listen to members' needs and provide direction on how to get them the care they may need
- Create an emotional connection with our members by understanding and engaging the member to the fullest
- Build a trusting and caring relationship with the member, going beyond the initial inquiry and asking the unasked question to ensure you are providing the most complete customer service experience
- Provide the customer with related information to answer the unasked questions, such as additional plan details, benefit plan details, member self-service tools, etc.
- Educate and assist customers on various elements of benefit plan information and available services created to enhance the overall customer service experience
- Utilize all relevant information to effectively influence member engagement
- Provide education to members to support them in managing their health
- Guide members to the appropriate health resource, offering alternatives where appropriate
- Act with the best interest of the customer in mind and central to all interactions
- Document and track all contacts, events, and outcomes with members using appropriate systems and processes
- Take immediate action when confronted with a problem or made aware of a situation
- Resolve issues without or with limited management intervention
- Use customer service threshold framework to make financial decisions to resolve member issues
- Respond quickly to meet customer needs and resolve problems while avoiding over-committing
- Other activities may include: providing claim status information, benefit coverage interpretations, and explaining plan eligibility
- Process claim referrals, new claim hand-offs, and escalate issues as appropriate through the system for grievances and appeals
- Initiate out-reach/welcome calls to ensure constituents' expectations are met or exceeded
- Identify trends and any emerging customer service issues and work to develop solutions to address potential problems and/or plan features of interest as an approach to improve understanding of benefit plans and increase post-enrollment member satisfaction
- Coordinate efforts both internally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service
- Partner with other departments to deliver client-specific presentations
- Work collaboratively with colleagues to deliver the best customer experience
- Appropriately transition conversations to explore possibilities for extending customer interactions
- Collaborate with colleagues and co-workers to deliver a world-class customer experience
- Serve as SME providing technical assistance when needed on call-related issues, products, and/or system applications delivery matters
- May participate in preparation and presentation of client-specific presentations
- May track and trend data. Coaches, trains, and assists in the development of call center staff, as required
- Participates in and/or leads special projects/initiatives addressing service issues, as necessary
- Provides technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools as needed
- *Essential Qualifications:**
- Must live in and work Eastern Standard Time Zone
- Must be flexible to work an 8-hour shift between 8am and 8pm EST
- Customer Service experience in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate
- 1+ year of Microsoft Office Suite Experience
- Must have experience working multiple screens and applications
- Effective organizational skills and ability to manage multiple tasks
- Effective communication skills, both verbal and written
- *Preferred Qualifications:**
- Experience working in a health-related industry or with health insurance plans
- Experience with customer relationship management (CRM) software
- Experience with data analysis and reporting
- Experience with process improvement and quality assurance
- *Education:**
- High School Diploma Required
- *Career Growth Opportunities and Learning Benefits:**
At arenaflex, we're committed to helping our colleagues grow and develop their careers. We offer a range of training and development programs, including:
- On-the-job training and coaching
- Online training and development courses
- Mentorship programs
- Leadership development programs
- Opportunities for advancement and career growth
- *Work Environment and Company Culture:**
We're proud of our company culture and work environment, which is built on the following values:
- Compassion: We care about our colleagues, customers, and communities.
- Integrity: We act with honesty, transparency, and accountability.
- Respect: We value and respect each other's differences and perspectives.
- Excellence: We strive for excellence in everything we do.
- Innovation: We encourage creativity, innovation, and continuous improvement.
- *Compensation, Perks, and Benefits:**
We offer a comprehensive and competitive mix of pay and benefits, including:
- Competitive wages
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues, including wellness screenings, tobacco cessation, and weight management programs
- Confidential counseling and financial coaching
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
- And many other benefits depending on eligibility
- *How to Apply:**
If you're passionate about delivering exceptional customer service and making a difference in people's lives, we encourage you to apply for this exciting opportunity. Please visit our website at [arenaflex website] to learn more about our company and to submit your application.
- *Application Deadline:**
We anticipate the application window for this opening will close on: 05/23/2025
- *Equal Employment Opportunity:**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to fostering a workplace where every colleague feels valued and that they belong.
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