Job Description
At arenaflex, we are dedicated to serving our nation's heroes by providing them with exceptional healthcare services. As a critical member of our team, you will play a vital role in facilitating the healthcare needs of our military populations by delivering outstanding customer service in a fast-paced Contact Center environment. If you are passionate about serving those who serve and possess excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity. **Job Summary** In this role, you will be responsible for responding to inbound calls, chat, email, or other written correspondence regarding enrollment, claims, referrals, authorizations, and appointments. You will work closely with our team to provide accurate and professional answers to healthcare inquiries, utilizing sound judgment and the tools at your disposal to resolve customer issues on the initial contact. Your exceptional customer service skills, combined with your passion for serving our military community, will make you an invaluable asset to our team. **Education & Experience** To be successful in this role, you will need to possess the following qualifications: * **Required:** + High School diploma or GED + U.S. Citizenship + Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation + At least two years of professional work experience in a customer service environment + Excellent verbal and writing skills + Technology literate and experienced in navigating multiple screens or web browsers at one time + Proven ability to work independently in a remote work environment * **Preferred:** + TRICARE customer service experience + Contact center experience to include call center chat messaging + Military connectedness **Key Responsibilities** As a TRICARE Customer Service Representative, you will be responsible for: * Accurately and professionally answering healthcare inquiries and providing resolutions to TRICARE beneficiaries & providers over the phone, chat, email, or other written correspondence * Effectively and professionally answering customer inquiries by taking ownership of issues, utilizing sound judgment and the tools at your disposal to resolve customer issues on the initial contact * Meeting department productivity and performance metrics to include consistent and regular attendance, adhering to published schedule, and prioritizing workload to answer incoming calls * Documenting customer interactions and cases in a customer relationship management (CRM) system * Participating in continuous training to become fully proficient in resolving all customer inquiries * Regular and consistent attendance **Competencies** To excel in this role, you will need to possess the following competencies: * **Commitment to Task:** Ability to conform to established policies and procedures; exhibit high motivation * **Communication / People Skills:** Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate * **Computer Literacy:** Ability to function in a multi-system Microsoft environment using Word, Outlook, arenaflex Intranet, the Internet, and department software applications * **Coping / Flexibility:** Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach * **Empathy / Customer Service:** Customer-focused behavior; helping approach, including listening skills, patience, respect, and empathy for another's position * **Information Management:** Ability to manage large amounts of complex information easily, communicate clearly, and draw sound conclusions * **High Intensity Environment:** Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow * **Organizational Skills:** Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented * **Team-Building / Team Player:** Influence the actions and opinions of others in a positive direction and build group commitment * **Technical Skills:** Proficient data entry skills; ability to meet daily call and chat requirements **Working Conditions** As a remote employee, you will be working from a private and secure workspace with high-speed internet. You will be required to: * Cover any work shift * Work overtime, if needed * Prolonged sitting, wearing of headset, typing, and speaking on a phone **Company Overview** At arenaflex, we are passionate about serving our nation's heroes by providing them with exceptional healthcare services. Our mission is to make sure that America's heroes get connected to healthcare in the community. We believe in rewarding loyal, hard-working people who are willing to learn as they grow. arenaflex values teamwork and encourages collaboration, creativity, and innovation. **Benefits** We offer a comprehensive and progressive compensation and benefits package that includes: * Medical, Dental, and Vision Coverage * Generous paid time off * 401(k) Retirement Savings Plan (with matching) * Short-term and long-term disability, basic life, and accidental death and dismemberment insurance * Tuition reimbursement * Paid volunteer time Our salary range for this position typically starts at around $40,000 to $45,000 per year, depending on the specific role and location. **Equal Employment Opportunity** arenaflex is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, arenaflex strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other consideration made unlawful by applicable federal, state, or local laws. If you are passionate about serving those who serve and possess the skills and qualifications outlined above, we encourage you to apply for this exciting opportunity to join the arenaflex team. Apply for this job