Experienced Remote Customer Experience Representative – Delivering Exceptional Support in a Dynamic Healthcare Environment at arenaflex

Introduction to arenaflex arenaflex is a pioneering force in the healthcare industry, renowned for its unwavering commitment to innovation and comprehensive care. As the world's largest provider of mental health services and GuidanceResources for life, arenaflex has established itself as a trusted partner for over 78,000 organizations and 163 million individuals across 200 countries. Our personalized and fully integrated programs, including behavioral health, absence management, and wellness journeys, empower employees to lead healthier and more productive lives, driving organizational excellence. With a strong presence in the industry, arenaflex continues to push boundaries, fueled by a passion for delivering exceptional care and support. Job Summary We are seeking a highly skilled and compassionate Customer Experience Representative to join our team at arenaflex. As a liaison between arenaflex and our healthcare providers and clients, you will play a vital role in ensuring seamless communication and resolving customer issues, complaints, and inquiries in a call center environment. The successful candidate will possess excellent communication skills, a strong ability to empathize with others, and a commitment to delivering exceptional customer experiences. Primary Responsibilities Gain a comprehensive understanding of Employee Assistance Programs and Managed Care products, transferring knowledge into satisfying our callers' needs and concerns Allow callers to express their needs, concerns, and questions without interruption, providing a safe and supportive environment for open discussion Listen effectively to identify and respond to the needs of the caller, remaining empathetic and assuring in matters of behavioral health Read, comprehend, and explain behavioral health benefits in a clear, concise, and professional manner, ensuring callers understand their options and resources Respond to calls by providing correct benefit and status information, remaining professional and empathetic at all times, and transferring or referring callers to the appropriate department within arenaflex or conferencing the call with an outside party as needed Maintain consistently high performance standards, including an average call time of less than 4 minutes, after-call work under 3 minutes, and an abandonment rate below 3%, while resolving customers' issues and remaining professional on the phone Document calls efficiently with detail into our software database, ensuring accurate and comprehensive records Identify and research claim errors, sending written adjustments to the Claims Department as necessary, and establish and maintain strong relationships with Guidance Resources Unit, Care Management, and Network Services team members within arenaflex Partner with other customer service and claim team members to respond quickly to customer needs, consistently and positively, fostering a team environment and promoting collaboration Perform other duties as assigned, demonstrating flexibility and a willingness to adapt to changing priorities and needs Essential Qualifications High School Diploma required, with a strong foundation in customer service and communication Bi-lingual Spanish preferred, with the ability to communicate effectively with diverse populations Customer service inbound call center experience required, with experience in insurance, benefits, healthcare, or human resources preferred Knowledge of CPT/ICD-9 preferred, with a strong understanding of medical terminology and coding principles Stable work history required, with a demonstrated commitment to reliability and accountability Computer literacy in Microsoft Office Suite required, with proficiency in software applications and databases Preferred Qualifications Experience working in a fast-paced call center environment, with a proven ability to manage multiple priorities and deadlines Strong knowledge of behavioral health benefits and services, with a passion for delivering exceptional customer experiences Excellent communication and interpersonal skills, with the ability to build strong relationships with callers, team members, and external partners Ability to work independently and as part of a team, with a strong commitment to collaboration and teamwork Career Growth Opportunities and Learning Benefits At arenaflex, we are dedicated to supporting the growth and development of our team members. As a Customer Experience Representative, you will have access to comprehensive training programs, ongoing coaching and feedback, and opportunities for professional advancement. Our commitment to innovation and excellence means that you will be constantly challenged to learn and grow, developing new skills and expertise in a dynamic and supportive environment. Work Environment and Company Culture arenaflex is proud of its diverse and inclusive work environment, where team members are valued and respected for their unique perspectives and contributions. Our company culture is built on a foundation of empathy, compassion, and kindness, with a strong commitment to delivering exceptional care and support to our clients and customers. As a remote team member, you will be part of a vibrant and connected community, with opportunities to collaborate and engage with colleagues across the organization. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including a full benefits package, Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more. We are committed to supporting the well-being and success of our team members, providing a comprehensive range of benefits and perks to promote health, happiness, and productivity. Conclusion If you are a motivated and compassionate individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at arenaflex. As a Customer Experience Representative, you will play a vital role in supporting our clients and customers, working in a dynamic and supportive environment that values diversity, inclusion, and excellence. Join our team and discover a career that is both challenging and rewarding, with opportunities for growth, development, and success. Apply now to become a part of the arenaflex team and start your journey towards a fulfilling and meaningful career in customer experience. Apply for this job