Are you passionate about delivering exceptional customer service and making a meaningful impact in the lives of others? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join arenaflex, a leading health insurance organization dedicated to providing high-quality, affordable healthcare to individuals and families nationwide. As an Experienced Member Support - Customer Service Representative, you will play a critical role in shaping the customer experience and driving business growth.
**About arenaflex**
arenaflex is a fast-growing health insurance organization that believes everyone deserves access to quality healthcare. Our mission is to provide innovative, employer-sponsored group health insurance solutions that meet the unique needs of our clients and their employees. With a strong commitment to customer satisfaction and a passion for excellence, we strive to be the trusted partner of choice in the health insurance industry.
**The Role**
As an Experienced Member Support - Customer Service Representative, you will be the primary point of contact for arenaflex members, providing exceptional customer service and support through phone and email interactions. Your expertise will be essential in delivering clear, accurate, and detailed information about our health insurance programs, ensuring a positive and memorable experience for every member interaction. You will work closely with our team to troubleshoot member issues, resolve concerns, and provide personalized support to meet the unique needs of each individual.
**Key Responsibilities**
* Respond to member, broker partner, and client inquiries via phone and arenaflex's proprietary email ticketing system
* Demonstrate strong customer service while helping members navigate their medical benefit offerings through arenaflex
* Guide members through insurance forms such as Summary of Benefits and Coverage (SBC's) and Explanation of Benefits (EOB's)
* Collaborate with medical carriers, pharmacies, and service provider billing and claims departments to resolve member issues
* Develop expertise in arenaflex programs, including core products and additional benefits such as Durable Medical Equipment, AltCare Plus, Infertility, and Claims process
* De-escalate situations involving dissatisfied members by offering patient, empathetic, and skilled support
* Maintain customer satisfaction at the core of every decision and task
* Build relationships and engage members by going the extra mile on every call
* Adhere to arenaflex guidelines, policies, and processes, as well as strict observance of HIPAA regulations and client confidentiality agreements
* Commit to ongoing professional development
* Report on member and client trends and feedback on professional development to become expertly versed in medical benefits, arenaflex processes, and programs
**Requirements**
* 3 years or more of experience in a customer-facing role within a call center environment in the health insurance/healthcare industry
* At least 1 year of experience working in a remote environment
* Ability to adapt to rapidly changing requirements with a positive and confident attitude
* Critical thinker with intuitive and creative problem-solving abilities
* Must be able to learn CRM systems
* Excellent organizational skills, proficient in multi-tasking, and pays close attention to detail
* Must be an expert in customer service and an organized self-starter
* Ability to confidently request assistance and take direction as needed
* Willingness to work a flexible schedule (if requested)
* Ability to communicate with staff, management, and clients effectively and professionally
* Possesses a customer-first, eager-to-solve-the-issue approach
* Must have a dedicated workspace free from distractions and HIGH SPEED internet
* Ability to continually demonstrate strong writing skills
* Willingness and ability to work effectively, efficiently, and autonomously in a remote setting while staying proactively engaged with the team
* Proficient with Google Suite products (Sheets, Docs, etc.) or equivalents
* Familiarity with medical insurance and medical benefits
* Experience working on multiple platforms and successfully navigating numerous sources of information
**Physical Requirements**
* Prolonged periods sitting at a desk and working on a computer per day
* Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing
* Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally
* Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone
* Visual ability is sufficient to read and produce printed material and information displayed on a computer screen
**Perks and Compensation**
* Full-time / Non-exempt / Hourly Position
* Hourly Rate $28.85 hr
* Internet Reimbursement
* Fully Remote Position - Work from the comfort of your own home!
* Monday - Friday schedule with No Weekends!!
* 401(k) plan participation with employer-matched contributions
* Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met
* Voluntary Benefits offered for employees and dependents
**Equal Employment Opportunity**
arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
**How to Apply**
Ready to join our team and make a meaningful impact in the lives of others? Click the link below to apply now and we'll be in touch soon!