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

Introduction to arenaflex arenaflex is a leading provider of business services that help governments operate health and human services programs. Our company is dedicated to delivering exceptional customer experiences and making a positive impact on the lives of our clients and their families. We are currently seeking an experienced Customer Service Representative to join our team and support our TRICARE program, which provides virtual customer service to beneficiaries, family members, military personnel, and medical providers. Job Overview In this role, you will be responsible for providing empathetic and efficient customer service to our beneficiaries, end users, and clients, following program guidelines and maintaining the highest standards of customer service and excellence. As a Customer Service Representative, you will address basic and routine inquiries and problems via multiple channels, including telephone, emails, web chats, or written letters. You will also use computerized systems for tracking, information gathering, and troubleshooting, and provide feedback and input on call trends, processes, procedures, and training. Key Responsibilities Provide customer service for basic and routine inquiries and problems via multiple channels 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 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 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 Essential Qualifications To be successful in this role, you will need to have a high school diploma or equivalent, with a minimum of 1+ years of contact center experience, preferably in a healthcare-related environment. You will also need to have excellent written and oral communication skills, strong interpersonal skills, and the ability to build relationships. Additionally, you will need to be proactive, a self-starter, and able to work well in a team environment, with good organizational skills and the ability to effectively prioritize and multitask. Preferred Qualifications Bachelor's Degree or equivalent government or private-sector work experience Experience with healthcare insurance plans and billing Experience with military health programs Experience with healthcare terms Ability to speak Spanish, highly desirable Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools Skills and Competencies To excel in this role, you will need to have a strong customer service orientation, with the ability to provide empathetic and efficient service to our beneficiaries, end users, and clients. You will also need to have excellent communication and interpersonal skills, with the ability to build relationships and work effectively in a team environment. Additionally, you will need to be proactive, a self-starter, and able to work well in a fast-paced environment, with good organizational skills and the ability to effectively prioritize and multitask. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have the opportunity to develop your skills and knowledge, and advance your career within the company. You will also have access to training and development programs, including on-the-job training, mentorship, and career coaching. Work Environment and Company Culture arenaflex is a dynamic and supportive work environment, with a strong focus on teamwork and collaboration. We are committed to creating a positive and inclusive work environment, where all employees feel valued and respected. As a remote worker, you will be part of a virtual team, with regular communication and collaboration with your colleagues and manager. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including a hourly base pay rate of $18.75. We also offer a range of perks and benefits, including health insurance, retirement savings, and paid time off. As a remote worker, you will also have the flexibility to work from the comfort of your own home, with the ability to create your own schedule and work environment. Conclusion If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at arenaflex, you will have the opportunity to make a positive impact on the lives of our beneficiaries, end users, and clients, while developing your skills and advancing your career. Don't miss out on this opportunity to join our team and start your career with arenaflex today! Apply for this job