Experienced Customer Service Representative Lead - Remote Opportunity at arenaflex

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a leading organization in the healthcare industry, we're dedicated to making a positive impact on the lives of millions of people worldwide. We're now seeking an experienced Customer Service Representative Lead to join our remote team and help us achieve our mission.

About arenaflex

arenaflex is a global organization that delivers innovative solutions to improve health outcomes. Our team of passionate professionals is dedicated to connecting people with the care, pharmacy benefits, data, and resources they need to live their healthiest lives. We're guided by a culture of diversity, inclusion, and compassion, and we're committed to advancing health equity on a global scale.

The Role

As a Customer Service Representative Lead at arenaflex, you'll play a critical role in supporting our Call Center Supervisors and Managers. You'll be responsible for representing our organization through telephonic communication, scheduling appointments, and providing exceptional customer service to callers. Your primary goal will be to create an atmosphere focused on delivering high-quality customer service and maintaining patient satisfaction.

Key Responsibilities

* Acts as a primary resource for handling staff inquiries regarding policies and procedures

• Communicates procedural changes and guidelines to department staff
• Works with Supervisors to sustain high associate morale and motivation
• Executes customer service utilizing a professional tone and manner
• Training: Identifies and assesses talent for potential peer trainers, conducts training for newly appointed peer trainers
• Accuracy: Acquires no more than 6 scheduling errors in the calendar year, remains accountable for relaying accurate information to advocates while maintaining 95% call handle rate in CEAQ
• Acts as a facilitator to resolve conflicts on the team and ensures accurate and timely communication of concerns to management
• Receives and processes STAT priority referrals
• Acts as a mentor/coach for call center advocates ensuring they are meeting monthly metrics
• Performs other duties as assigned

Essential Qualifications

* High School Diploma / GED OR equivalent work experience

• Must be 18 years of age OR Older
• Minimum 1+ years of experience in a Healthcare environment
• 1 year of experience as a team lead and/or training
• Working knowledge of computerized telephone systems and ACD
• Healthcare/Managed Care and/or insurance industry knowledge
• Working knowledge of APM, Centricity-RIS, Touchworks/Allscripts, and ImpactMD
• Knowledge of MS Office is required with emphasis on Excel
• Able to excellent Customer Service and proper telephone etiquette
• Thorough knowledge of state and federal laws that apply to the department
• Proficient in MS Office
• Excellent interpersonal skills
• Oral, written, communication, and composition skills
• Ability to listen, document, and track problem areas
• Excellent leadership and time management skills
• Ability to work independently, and with confidential information
• Must have initiative
• Maintain a positive attitude with supporting departmental goals and objectives
• Must have the ability to work swiftly and efficiently without compromising quality customer service
• Organizational skills
• Flexible and able to commit to departmental goals, including overtime as needed, shift changes, etc
• Must be able to work onsite once a week at 2716 N TENAYA WAY Las Vegas, NV
• Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm, Monday - Friday. It may be necessary, given the business need, to work occasional overtime or weekends

Preferred Qualifications

* Medical Terminology

• CPT and ICD-10 coding
• 1 year of experience in a call center
• Work experience as a team lead

Telecommuting Requirements

* Reside within 2716 N TENAYA WAY Las Vegas, NV

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Physical And Work Environment

* Normal Call Center environment with heavy phone and computer usage

• Moderate standing and walking
• All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy

Compensation and Benefits

* Nevada Residents Only: The hourly range for this role is $19.47 - $38.08 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable. In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

Why Join arenaflex?

At arenaflex, we're committed to creating a workplace that's inclusive, supportive, and empowering. We believe that diversity and inclusion are essential to achieving our mission, and we're dedicated to making a positive impact on the lives of our employees and the communities we serve. We offer a range of benefits and incentives that will help you grow professionally and personally, including:

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution
• Opportunities for career growth and development
• A supportive and inclusive work environment

How to Apply

If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and learn more about your qualifications and experience. Apply for this job