**Senior Customer Service Representative (8:00am - 4:00pm CST) - Remote in Irving, TX**

Are you passionate about delivering exceptional customer experiences and making a meaningful impact on people's lives? Do you thrive in a dynamic, fast-paced environment where no two days are ever the same? If so, we invite you to join arenaflex, a global organization dedicated to delivering care and improving health outcomes for millions of people worldwide. As a Senior Customer Service Representative at arenaflex, you will play a critical role in connecting people with the care, pharmacy benefits, data, and resources they need to live healthier lives. You will be part of a talented team that is guided by a culture of diversity and inclusion, comprehensive benefits, and career development opportunities. Join us to start Caring. Connecting. Growing together. **About arenaflex** arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission. **Job Summary** We are seeking an experienced Senior Customer Service Representative to join our team in Irving, TX. As a Senior Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, resolving complex issues, and driving continuous improvement. You will work closely with our Subject Matter Experts, business partners, and internal stakeholders to ensure that our clients receive the highest level of service and support. **Key Responsibilities** * Communicate common problems/questions presented by callers to appropriate Subject Matter Experts, to drive continuous improvement * Educate callers on available products/services (e.g., features, functionality, options, additional offerings, preventive services, age-related services) * Educate callers on self-service resources available to them, and on their responsibilities with regard to their health care coverage * Refer callers to other resources applicable to their questions/issues, where appropriate (e.g., pharmacists, prior authorizations, billing department) * Review/analyze phone support data/metrics and communicate patterns/trends to internal stakeholders, as needed (e.g., leadership, Subject Matter Experts, business partners) * Provide training/mentoring to other team members, as needed (e.g., new-hires, refresher training) * Participate in customer site visits, as needed (e.g., to obtain feedback, provide education, clarify support processes, highlight company performance) * Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, behavioral, vision) * Demonstrate knowledge of applicable products/services (e.g., benefit plans, disability, COBRA, FSA, HRA) * Obtain and apply knowledge of benefit structures/designs for contracted or acquired companies * Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements) * Maintain knowledge of information/process changes due to healthcare reform, referring to applicable company resources (e.g., dependent age, removal of lifetime limits, free preventive care services, Medical Loss Ratio) * Demonstrate knowledge of established workflows and support processes (e.g., available resources, internal/external business partners, points of contact) * Demonstrate knowledge of relevant internal processes impacting caller issues (e.g., claims processing, auto-adjudication) * Identify inaccurate/inconsistent information found in systems/tools, and communicate to appropriate resources (e.g., IBAAG, SOP, AYS, SPDs, policies/procedures) * Apply knowledge of applicable Service Level Agreements (SLAs) and Performance Guarantees when interacting with callers * Maintain ongoing communications with callers during the resolution process to communicate status updates and other required information * Maintain focus on caller interactions without being distracted by other factors (e.g., system usage, pop-up alerts, VCC data) * Acknowledge and demonstrate empathy/sympathy with callers' life events (e.g., wedding, birth of baby, loss of relative, recent illness) * Manage caller conversations appropriately (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate/defuse callers as needed) * Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent plan changes, mass mailings, call directing/rerouting, weather emergencies) * Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis) * Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue * Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed * Proactively contact external resources as needed to address caller questions/issues (e.g., providers, labs, brokers) * Utilize appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, Onyx, Siebel, knowledge bases, product manuals, SharePoint) * Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes) * Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, additional plan benefits, workarounds for prescription delays) * Make outbound calls to resolve caller questions/issues (e.g., to callers, providers, brokers, pharmacies) * Drive resolution of caller questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done) * Ensure proper documentation of caller questions/issues (e.g., research conducted, steps required, final resolution) **Essential Qualifications** * High School Diploma OR GED * 2+ years of claims and / OR provider contracting experience * 2+ years of customer response / customer service experience * Ability to work our normal business hours of 9:30am – 6:00pm CST * Ability to successfully complete the Customer Service training during hours of 8:00am – 4:00pm CST, Monday – Friday, and demonstrate proficiency of the material * Must be 18 years of age OR older **Telecommuting Requirements** * Reside within 30 miles of the following office location: 4770 Regent Blvd., Irving, TX 75063 * Ability to keep all company sensitive documents secure (if applicable) * Required to have a dedicated work area established that is separated from other living areas and provides information privacy * Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service **Soft Skills** * Ability to multitask **What We Offer** * Competitive salary and benefits package * Opportunities for career growth and professional development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance * Comprehensive training and onboarding program * Access to cutting-edge technology and tools * Flexible work arrangements, including remote work options * Opportunities to make a meaningful impact on people's lives **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 submit your application, including your resume and cover letter, through our online portal. We look forward to hearing from you! **Equal Employment Opportunity** arenaflex is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. **Drug-Free Workplace** arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. **Join Our Team** At arenaflex, we are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We believe that our differences are what make us stronger and more innovative, and we are dedicated to fostering a culture of inclusivity and respect. Join us today and become a part of a team that is making a difference in people's lives. Apply for this job