Experienced Customer Service Representative – Delivering Personalized Health Care Solutions with Empathy and Compassion at arenaflex

Introduction to arenaflex

At arenaflex, we are driven by a single, clear purpose: bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Our brand, with heart at its center, sends a personal message that how we deliver our services is just as important as what we deliver. We are seeking a dedicated and compassionate Customer Service Representative to join our team and help us transform the way we deliver health care solutions.

Our Culture and Values

Our Heart At Work Behaviors support our purpose and empower every colleague to feel valued and recognized for the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions. We believe in creating a work environment that is inclusive, supportive, and encouraging, where everyone can thrive and grow. As a Customer Service Representative at arenaflex, you will be an integral part of our team, working together to make health care more personal, convenient, and affordable.

Job Overview

We are looking for a highly skilled and experienced Customer Service Representative to provide exceptional service to our members, plan sponsors, and providers. As a single-point-of-contact, you will answer questions, resolve issues, and connect customers with additional services as needed. You will take ownership of each customer contact, seeking to understand their circumstances, problems, expectations, and needs, and providing customized interactions based on their preferences and individualized needs.

Key Responsibilities

• Answer questions and resolve issues as a "single-point-of-contact" based on phone calls from members, plan sponsors, and providers
• Takes ownership of each customer contact to resolve their issues and connect them with additional services as appropriate
• Takes immediate action when confronted with a problem or made aware of a situation
• Seeks to understand the customer, including circumstances, problems, expectations, and needs
• Asks probing questions to identify the underlying customer needs
• Anticipates or identifies member needs beyond the initial inquiry by answering the unasked questions
• Provides the customer with related information to answer the unasked questions, e.g., additional plan details, benefit plan details, member self-service tools, etc.
• Provides customized interaction based on customer preference and individualized needs, creating an emotional connection with our members by understanding and engaging the member to the fullest
• Fully understands the member's needs by building a trusting and caring relationship with the member
• Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company
• Utilizes all relevant information to effectively influence member engagement
• Provides education to members to support them in managing their health
• Guides members to the appropriate health resource, offering alternatives where appropriate
• Acts with the best interest of the customer in mind and central to all interactions
• Documents and tracks all contacts, events, and outcomes with members using appropriate systems and processes
• Uses customer service threshold framework to make financial decisions to resolve member issues
• Resolves issues without or with limited management intervention
• Responds quickly to meet customer needs and resolve problems while avoiding over-committing

Training and Work Schedule

The selected candidate will be required to attend 19 weeks of on-site training in Blue Bell, PA, Monday through Friday, 8:30am-5:30pm. After successfully completing the training requirements, colleagues will have the opportunity to work from home. The shift hours for this role will be 8am-8pm EST, with a requirement to work an 8-hour shift.

Requirements and Qualifications

To be successful in this role, you will need to have:

• Customer Service experience in a transaction-based environment, such as a call center or retail location, demonstrating the ability to be empathetic and compassionate
• Effective organizational skills and ability to manage multiple tasks
• Effective communication skills, both verbal and written
• High School Diploma Required

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous experience working in a health care or insurance environment
• Knowledge of benefit plan information and available services
• Experience with customer service software and technology

What We Offer

At arenaflex, we offer a competitive salary range of $17.00 - $31.30 per hour, depending on experience and qualifications. In addition to your compensation, you will enjoy a comprehensive benefits package, including:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Term life insurance plan
• Short-term and long-term disability benefits
• Well-being programs
• Education assistance
• Free development courses
• CVS store discount
• Discount programs with participating partners
• Paid Time Off ("PTO") or vacation pay
• Paid holidays throughout the calendar year

Career Growth and Development

At arenaflex, we are committed to the growth and development of our colleagues. As a Customer Service Representative, you will have opportunities to develop your skills and knowledge, take on new challenges, and advance your career. You will be part of a dynamic and supportive team, with access to training, coaching, and mentoring to help you succeed.

Work Environment and Culture

Our work environment is inclusive, supportive, and encouraging, with a focus on collaboration, innovation, and customer satisfaction. We believe in creating a positive and productive work environment, where everyone can thrive and grow. As a Customer Service Representative at arenaflex, you will be part of a team that is passionate about delivering exceptional customer service and making a difference in the lives of our members.

Conclusion

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. As a Customer Service Representative at arenaflex, you will be part of a dynamic and supportive team, with opportunities to grow and develop your career. Don't miss out on this chance to join our team and make a difference in the lives of our members. Apply today!

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