Experienced Customer Service Representative – TRICARE Program Support (Remote Position)
At arenaflex, we're committed to delivering exceptional customer service to our beneficiaries, end-users, and clients. As a Customer Service Representative on our TRICARE program, you'll play a vital role in providing empathetic and efficient support to those who rely on our services. If you're passionate about delivering outstanding customer experiences and have a strong background in healthcare, we want to hear from you!
About arenaflex
arenaflex is a leading provider of business services to governments, helping them operate health and human services programs. Our team of experts is dedicated to delivering high-quality solutions that make a real difference in people's lives. With a strong commitment to customer service and excellence, we're always looking for talented individuals to join our team.
Job Summary
As a Customer Service Representative on our TRICARE program, you'll be responsible for providing exceptional customer service to beneficiaries, family members, military personnel, and medical providers. You'll work in a fast-paced, dynamic environment, using your excellent communication and problem-solving skills to resolve complex issues and exceed customer expectations. This is a remote position, and you'll be working from the comfort of your own home, using a HIPAA-compliant workspace and reliable high-speed internet.
Key Responsibilities
* Provide customer service for basic and routine inquiries and problems via multiple channels (telephone, email, web chat, or written letters)
- Use computerized systems for tracking, information gathering, and troubleshooting
- Provide feedback and input on call trends, processes, procedures, and training
- Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
- Ensure incoming communications are answered promptly, appropriately, and courteously
- Demonstrate a "can do" and professional attitude when servicing beneficiaries and clients
- Provide informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits
- Retrieve, research, and analyze data from multiple databases to answer client concerns
- De-escalate and manage complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager
- Accurately perform all data entry functions to reflect and document client activity/transactions
- Meet performance requirements and maintain knowledge of project policies and procedures
- Actively participate in and support departmental and organizational quality initiatives and goals
- Work in a systematic, methodical, and orderly way to maintain quality work and high productivity
- Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment
- Make recommendations for changes to current policies or need for new policy to your supervisor in the spirit of process improvements
- Complete any other reasonable duties as requested by the manager
- Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules
Requirements
* High school diploma or equivalent with 6 months of customer service experience
- Must be able to speak and read English clearly, professionally, and fluently
- Ability to obtain US Security Clearance
- Must be a US Citizen
- Minimum of 1+ years of contact center experience, preferably in a healthcare-related environment
- Minimum 3+ years of experience in delivering excellent customer service in a high-paced environment
- Experience with healthcare insurance plans and billing
- Experience with military health programs
- Experience of healthcare terms
- Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools
- Ability to speak Spanish, highly desirable
- Excellent written and oral communication skills
- Strong interpersonal skills with the ability to build relationships
- Proactive, self-starter with the ability to work well in a team environment
- Detail-oriented with good organizational skills and capable of effectively prioritizing and multitasking
Preferred Qualifications
* Bachelor's Degree or equivalent government or private-sector work experience
- Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs
- Ability to pass a skills assessment
Remote Work Requirements
* HIPAA-compliant workspace – Private and Secure workspace away from others, noise, and distractions
- Reliable high-speed internet – Ethernet/hard-wired connection (no WiFi or Hotspots)
- Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)
Compensation and Benefits
* Hourly Base Pay Minimum for this Position: $18.75
- Hourly Base Pay Maximum for this Position: $18.75
- Pay Transparency: For positions on this contract, arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor.
- EEO Statement: arenaflex is an Affirmative Action/Equal Opportunity Employer. We're committed to creating a diverse and inclusive workplace, and we welcome applications from all qualified candidates.
How to Apply
If you're passionate about delivering exceptional customer service and have a strong background in healthcare, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
About arenaflex
arenaflex is a leading provider of business services to governments, helping them operate health and human services programs. Our team of experts is dedicated to delivering high-quality solutions that make a real difference in people's lives. With a strong commitment to customer service and excellence, we're always looking for talented individuals to join our team.
Company Size
arenaflex has a team of over 5,000 employees, working together to deliver exceptional results.
Industry
arenaflex operates in the healthcare services industry, providing business services to governments and helping them operate health and human services programs.
Founded
arenaflex was founded in 0, with a mission to deliver high-quality solutions that make a real difference in people's lives.
Website
Learn more about arenaflex and our services at [insert website URL]. Apply for this job