**Experienced Customer Service Representative – TRICARE Program Support (Remote Position)**

At arenaflex, we're dedicated to delivering exceptional customer service to our beneficiaries, family members, military personnel, and medical providers. As a Customer Service Representative on our TRICARE program, you'll play a vital role in providing empathetic and efficient support to our clients, ensuring they receive the highest level of service and care. If you're passionate about delivering outstanding customer experiences, have a strong background in healthcare, and are looking for a challenging and rewarding remote opportunity, we encourage you to apply. **About arenaflex and the TRICARE Program** arenaflex is a leading provider of business services to governments, helping them operate health and human services programs. Our TRICARE program is a vital component of our services, offering virtual customer support to beneficiaries, family members, military personnel, and medical providers. As a Customer Service Representative on this program, you'll be part of a dedicated team that provides expert support, ensuring our clients receive the best possible experience. **Key Responsibilities** As a Customer Service Representative on our TRICARE program, you'll be responsible for: * Providing customer service for basic and routine inquiries and problems via multiple channels (telephone, emails, web chats, or written letters) * Using computerized systems for tracking, information gathering, and/or troubleshooting * Providing feedback when needed, providing input on call trends, processes, procedures, and training * Responding to customer inquiries by referring them to published materials, secondary sources, or more senior staff * Ensuring incoming communications are answered promptly, appropriately, and courteously * Demonstrating a "can do" and professional attitude when servicing beneficiaries and clients * Providing callers with informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits * Retrieving, researching, and analyzing data from multiple databases to answer client concerns * De-escalating and managing complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager * Accurately performing all data entry functions to reflect and document client activity/transactions and doing so in a timely manner * Meeting performance requirements and maintaining knowledge of project policies and procedures * Actively participating in and supporting departmental and organizational quality initiatives and goals * Working in a systematic, methodical, and orderly way to maintain quality work and high productivity * Maintaining effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment * Making recommendations for changes to current policies or need for new policy to your supervisor in the spirit of process improvements * Completing any other reasonable duties as requested by the manager * Complying with HIPAA (Health Insurance Portability and Accountability) privacy rules **Requirements** To be successful in this role, you'll need: * A high school diploma or equivalent with 6 months of customer service experience * The 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 * Strong written and oral communication skills * Excellent 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 * 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 * 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 **Remote Work Requirements** As a remote Customer Service Representative, you'll need to: * Have a HIPAA-compliant workspace, private and secure, away from others, noise, and distractions * Have reliable high-speed internet, Ethernet/hard-wired connection (no WiFi or Hotspots) * Meet internet download speed requirements of 25mbps and 5mbps (10 preferred) upload or higher **Benefits and Compensation** As a Customer Service Representative on our TRICARE program, you'll enjoy: * Competitive hourly base pay, with a minimum of $18.75 and a maximum of $18.75 * Opportunities for career growth and professional development * A dynamic and supportive work environment * Comprehensive training and onboarding program * Access to cutting-edge technology and tools * Flexible remote work arrangements * Opportunities for advancement and professional growth **About arenaflex** arenaflex is a leading provider of business services to governments, helping them operate health and human services programs. We're committed to delivering exceptional customer service and support to our clients, and we're passionate about making a difference in the lives of our beneficiaries. If you're passionate about delivering outstanding customer experiences and have a strong background in healthcare, we encourage you to apply for this exciting opportunity. **How to Apply** If you're interested in joining our team as a Customer Service Representative on our TRICARE program, please submit your application through our website. We can't wait to hear from you! **Equal Employment Opportunity** arenaflex is an Affirmative Action/Equal Opportunity Employer. We're committed to diversity, equity, and inclusion, and we welcome applications from qualified candidates from all backgrounds. We're proud to be a veteran-friendly employer and are committed to supporting our military personnel, veterans, and their families. **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. That wage rate will vary depending on locality. An applicant's salary history will not be used in determining compensation. Apply for this job