Job Description
Are you a customer service professional looking for a new challenge? Do you thrive in a fast-paced, dynamic environment where no two interactions are the same? Look no further than arenaflex, a leading healthcare organization dedicated to providing exceptional patient care and service. We're seeking an experienced Customer Service Representative II to join our team in Duluth, GA, and we're excited to offer a remote work opportunity for the right candidate. **About arenaflex** arenaflex is a healthcare organization that's passionate about delivering high-quality care and service to our patients and members. We're committed to creating a culture of equity, inclusion, and diversity, where everyone feels valued and supported. Our team is dedicated to making a positive impact in the lives of our patients and communities, and we're looking for like-minded individuals to join us on this journey. **Job Summary** As a Customer Service Representative II at arenaflex, you'll play a critical role in delivering exceptional customer service to our members, patients, and providers. You'll be responsible for handling complex inquiries and issues, building rapport and collaborative relationships with our members, and promoting arenaflex's products and services. If you're a customer service professional with a passion for delivering exceptional service, we want to hear from you! **Key Responsibilities** * Handle member inquiries regarding various topics, including: + Member Core: Facility Inquiry, Web Support, Promote KP.Org, Order ID Card, Complaint, ID Card Inquiry, Service Review + Member Advance: Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults + Medicare (For up to two (2) regions) + Premium Billing Enterprise: Billing Inquiry, Make Payment, Complaint, EFT Inquiry, General Reinstatement Request, Service Review + KPC Billing1095 Tax Form, SLP* (escalations to Tier 3) + Service Billing: Billing Inquiry, Make Payments, Complaints, Payment Plan, General, Service Review + Claims: Claim Inquiry, Claim Referral Inquiry, Complaint, General, Provider Demographic Update, Service Review + PSNAP: Post Stabilization Notification and Authorization Project + Concierge * Represent arenaflex by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues * Respond professionally to inquiries from internal/external customers * Initiate contact with the appropriate arenaflex, medical group, and facility personnel to obtain information relevant to the concern or inquiry as needed * Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery * Document conversations with members according to procedure * Follow established procedures to meet customer/member needs * Required to effectively interact with diverse work units and relevant organizational departments * Has substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks * Ability to understand relevant policies, processes, and customers * Assist the department in meeting customer needs and reaching department expectations * Completes required training and understands how to use tools available to recall necessary information * Develop a full awareness of the way performance and actions affect members and Member Service Contact Center's (MSCC) performance guarantees (call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted) * Promotes, ensures, and provides customer service to internal/external customers by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service * Consistently supports compliance and the Principles of Responsibility (arenaflex's Code of Conduct) by maintaining the privacy and confidentiality of information, and protecting the assets of the organization **Essential Qualifications** * Experience: + Minimum two-and-a-half (2 1/2) years of customer service experience to include six (6) months as a Customer Service Representative I within the Member Service Contact Center shared service * Education: + High School Diploma OR General Education Diploma (GED) required * License, Certification, Registration: + N/A * Additional Requirements: + Must pass Classification Assessment + Minimum typing speed of 30 WPM (Typing test must be current within one (1) year of the posting period) + Excellent written and verbal communication skills + Demonstrated analytical and problem-solving skills + Strong knowledge of systems used within the MSCC + Ability to read and respond briefly, clearly, and effectively + Ability to think critically and problem solve + Manage own work with minimal direction + Must pass knowledge checks while in training **Preferred Qualifications** * N/A **Work Environment and Culture** * Remote work opportunity for the right candidate * Flexible work schedule with evening shifts * Collaborative and dynamic work environment * Opportunities for professional growth and development * Recognition and rewards for outstanding performance * Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off **Compensation and Benefits** * Competitive hourly rate: $21.47 - $24.19 per hour * Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off * Opportunities for professional growth and development * Recognition and rewards for outstanding performance **How to Apply** If you're a customer service professional with a passion for delivering exceptional service, we want to hear from you! Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you! **Equal Opportunity Employer** arenaflex is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. **Note:** arenaflex is a healthcare organization that's passionate about delivering high-quality care and service to our patients and members. We're committed to creating a culture of equity, inclusion, and diversity, where everyone feels valued and supported. Our team is dedicated to making a positive impact in the lives of our patients and communities, and we're looking for like-minded individuals to join us on this journey. Apply for this job