**Experienced Customer Service Representative - TRICARE Program (Remote Position)**

**Join arenaflex in providing exceptional customer service to beneficiaries, family members, military personnel, and medical providers through our TRICARE program. As a Customer Service Representative, you will be the primary point of contact for callers, providing empathetic and efficient support while navigating and answering TRICARE program benefit questions.** **About arenaflex** arenaflex is a leading provider of business services to governments, helping them operate health and human services programs at the state and national levels. Our health services segment offers outsourced program management and administrative services, ensuring that our clients receive the highest level of care and support. With a team of dedicated professionals, we strive to make a positive impact on the lives of those we serve. **Overview of the TRICARE Program** The TRICARE program provides comprehensive health insurance coverage to military personnel, their families, and retirees. As a Customer Service Representative, you will play a vital role in supporting beneficiaries, end-users, and clients by providing exceptional customer service and ensuring optimal quality case coordination and service delivery. Our team is committed to exceeding expectations and fostering a consultative relationship with our clients. **Essential Duties and Responsibilities** * Provide customer service for basic and routine inquiries and problems via multiple channels, including telephone, emails, web chats, or written letters. * Use computerized systems for tracking, information gathering, and/or troubleshooting. * Provide feedback when needed, provide 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 with the objective of exceeding expectations with the customer service provided. * Provide callers with 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 and do so in a timely manner. * Ability to multi-task and have multiple screens/programs opened at the same time. * 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. * Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs. * Ability to pass a skills assessment. * 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. **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. **Benefits and Compensation** * Hourly base pay minimum: $18.75 * Hourly base pay maximum: $18.75 * Pay transparency: arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. * An applicant's salary history will not be used in determining compensation. **Why Join arenaflex?** * arenaflex is an Affirmative Action/Equal Opportunity Employer, committed to creating a diverse and inclusive workforce. * We recognize the unique skills and experiences of active military service members, their spouses, and veteran candidates, and offer a career path that allows you to continue making a difference for our country. * We are proud of our connections to organizations dedicated to serving veterans and their families. * arenaflex provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disabled status. **How to Apply** If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website at [insert website URL] to learn more about arenaflex and our TRICARE program. Apply now and join our team of dedicated professionals who are making a difference in the lives of those we serve. Apply for this job