Job Description
Join arenaflex, a pioneering company at the forefront of an emerging health-care movement, as we empower individuals to make their own choices and live independent lives. Our mission is to provide the best financial and support services to aid individuals and their families to thrive at home and in their communities. With a growing team of over 100 people from 22 states, we partner with governments and state agencies to provide various self-directed services to diverse populations. At arenaflex, we value flexibility, autonomy, and work-life balance. Our team members enjoy flexible working hours, generous paid time off, bonus potential, and career advancement opportunities. We are a highly-organized company that prioritizes the well-being of our employees and the satisfaction of our customers. **About the Role** As a Customer Service Representative I, you will be a primary customer-facing employee who provides assistance and support for individuals self-directing Medicaid services in the home and the caregivers for those individuals. You will be knowledgeable of specific rules and qualifications of the programs arenaflex supports. Using your knowledge of products or services as well as great customer service skills, you will promptly and accurately address issues, provide support and information to ensure customer satisfaction. You will also maintain very good knowledge of company systems and sensitive information/PHI handling procedures. **Key Responsibilities** * Communicate effectively with a range of individuals with varying educational levels, disabilities, and communication styles. * Respond to customer inquiries with timely and accurate information. * Use person-centered techniques in all participant interactions. * Receive inquiries about arenaflex services, how to enroll on the program, and program guidelines and requirements. * Provide information on self-direction to assure that each individual is able to make informed decisions about their care. * Assist individuals in completing paperwork or understanding Program requirements. * Represent arenaflex in all interactions with the public by providing quality service to internal staff and external clients. Ensure privacy of our customers remains the utmost importance. * Initiate required action for response to caller requests, including the need for additional support by other arenaflex staff or requests for documents, and communicate such requests to the proper department. * Recognize the need for additional services required by the caller. * Ensure the satisfaction of callers and professional handling of difficult or unusual situations. * Conduct follow-up phone calls for quality and satisfaction. * Participate in development, training, and other departmental meetings and adhere to corporate policies that concern the customer service department. * Access arenaflex software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records. * Perform additional duties as assigned. * Report directly to the Customer Service Supervisor. * Adhere to all remote work policies and procedures. **Essential Qualifications** * Any combination of education and/or experience that has provided the knowledge, skills, and abilities necessary for satisfactory job performance. * High school graduate or equivalent. * One year of experience performing customer support activities, preferably in a call center. * Working knowledge of contact with the public and telephone; modern office procedures and methods. * Good verbal and written communication skills. * Ability to electronically document records to a web-based chart. * Intermediate skills with Microsoft Office, email, and internet. * Good problem-solving and listening skills. * Ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive results. * Skill in the operation of a variety of office equipment, including computer and networks. * CRM experience and/or Medicaid experience a plus. * Bilingual (English/Spanish/Ukraine/Russian) skills required. **Preferred Qualifications** * Experience working in a healthcare or social services setting. * Knowledge of Medicaid programs and services. * Experience with customer relationship management (CRM) software. * Certification in customer service or a related field. **Benefits and Perks** * Employer shared Health Insurance cost * Employer paid Disability Insurance * Employer paid Life and AD&D Insurance * Dental Insurance * Vision Insurance * Cancer Insurance * Voluntary Life Insurance * PTO * Simple IRA with Matching * Bonus potential * Remote work environment * Paid holidays **Work Environment and Culture** At arenaflex, we value diversity, equity, and inclusion. We are committed to creating a work environment that is welcoming and inclusive for all employees. We offer a range of benefits and perks to support the well-being of our employees, including flexible working hours, generous paid time off, and a remote work environment. **How to Apply** If you are a motivated and customer-focused individual who is passionate about empowering independent lives, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** arenaflex is an Equal Employment Opportunity (EEO) employer and does not discriminate in any employer/employee relations based on race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, marital status, disability, veteran status, genetic information, or any other basis. **Contact Information** To apply for this position, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **Note** arenaflex is a growing company that is committed to empowering individuals to make their own choices and live independent lives. We are a highly-organized company that values flexibility, autonomy, and work-life balance. Our team members enjoy flexible working hours, generous paid time off, bonus potential, and career advancement opportunities. We are a diverse and inclusive company that is committed to creating a work environment that is welcoming and inclusive for all employees. Apply for this job