At arenaflex, we're committed to delivering exceptional customer experiences that exceed our members' expectations. As a Customer Service Associate on our Health First Health Plans team, you'll play a vital role in providing top-notch support to our customers, ensuring their needs are met, and their concerns are addressed in a timely and professional manner.
**Job Summary:**
We're seeking a highly motivated and customer-focused individual to join our team as a Customer Service Associate. In this role, you'll be responsible for providing exceptional customer service, resolving issues, and promoting arenaflex's Health First Health Plans to our members. If you're passionate about delivering outstanding customer experiences and have a strong desire to serve others, we encourage you to apply for this exciting opportunity.
**Key Responsibilities:**
* Provide accurate and professional service to customers, adhering to department policies and procedures
* Respond to customer inquiries, researching and documenting plan information related to covered benefits, eligibility, enrollment, participating providers, claims payments, authorization processes, premium billing, and plan guidelines
* Assist customers in a caring and knowledgeable manner, representing arenaflex as a skilled healthcare professional
* Handle incoming sales inquiries from prospective customers, answering basic questions and referring to a licensed sales agent for closure
* Provide assistance with customer service walk-in members in a timely and efficient manner
* Meet individual Call Center performance standards as determined by management
* Participate in special projects as requested or approved by management
**Quality/No Harm:**
* Properly identify and elevate concerns that affect customers or arenaflex's ability to serve them
* Maintain confidentiality at all times, following departmental and organizational confidentiality guidelines
* Contribute towards meeting departmental performance goals (average speed of answer, service level, abandonment rate)
**Customer Experience:**
* Respond to customer inquiries by researching, understanding, and documenting plan information related to covered benefits and exclusions, eligibility, enrollment, participating providers, claims payments, authorization processes, premium billing, and plan guidelines
* Assist Health First Health Plans customers in a caring and knowledgeable manner, representing arenaflex as a skilled healthcare professional
* Handle incoming sales inquiries from prospective customers by answering basic questions and referring to a licensed sales agent for closure
* Provide assistance with customer service walk-in members in a timely and efficient manner
**Stewardship:**
* Meet individual Call Center performance standards as determined by management
* Properly identify and elevate concerns affecting customers or arenaflex's ability to serve them
* Participate in special projects as requested or approved by management
**Qualifications:**
* High School diploma, G.E.D., or equivalent experience; some college preferred
* One year related work experience in a call center or customer service environment interacting with customers
* Ability to work the designated shift and overtime as needed
* Ability to talk and type at the same time and communicate effectively while multitasking
* Ability to navigate through multiple screens and computer applications while reviewing benefit information
* Intermediate to Advanced computer skills, including Microsoft Applications
* Bi-lingual candidates must be able to speak, read, write, and comprehend in Spanish and English
* Certification required by passing the Bi-lingual/Medical Interpretation test, provided by ATLA at Health First CFL
**Physical and Mental Demands:**
* Ability to sit and view a computer screen for several hours at a time
* Work effectively in a fast-paced and often stressful environment
* Excellent verbal, interpersonal, and written communication skills
* Superior customer service telephone skills, including active listening and questioning skills
* Basic math, analytical, and problem-solving skills
* Ability to think critically to define issues, identify risks, and propose outcomes
* Maintaining a high level of motivation, initiative, and accountability
* Organization, prioritization, and time management
* Ability to interact professionally and work effectively as a team with all levels of employees and management
* Handling multiple tasks, often within limited time frames
* Excellent attendance is required and ability to work a flexible schedule
**Why Join arenaflex?**
* Competitive salary and benefits package
* Opportunity to work in a dynamic and fast-paced environment
* Collaborative and supportive team culture
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
**How to Apply:**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Click the link below to submit your application, and we'll be in touch soon!
**About arenaflex:**
arenaflex is a leading provider of healthcare services, dedicated to delivering exceptional customer experiences that exceed our members' expectations. We're committed to fostering a collaborative and supportive team culture, where our employees can grow and develop their skills and careers. Join us and be part of a dynamic and fast-paced environment that's passionate about making a difference in the lives of our customers.