**Senior Customer Service Representative - Bilingual English and Spanish - Remote Opportunity in Florida**

Are you a highly motivated and customer-focused individual with a passion for delivering exceptional service in a fast-paced environment? Do you have a strong desire to make a meaningful impact in the lives of others while advancing your career in a dynamic and growing industry? If so, we invite you to join arenaflex, a leading healthcare organization dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. As a Senior Customer Service Representative, you will play a vital role in our mission to provide exceptional service to our members and providers, ensuring they receive the care and support they need to thrive. With a strong focus on preventive screenings, medication adherence, and health education, you will be empowered to make a real difference in the lives of millions of people. **About arenaflex** arenaflex is a forward-thinking healthcare organization that is revolutionizing the way healthcare is delivered. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a leader in the industry. With a diverse team of dedicated professionals, we are united by a shared passion for making a positive impact in the lives of others. **About the Role** As a Senior Customer Service Representative, you will be responsible for providing exceptional service to our members and providers, ensuring they receive the care and support they need to thrive. Your primary responsibilities will include: * Frequent speaking and listening using a headset, sitting, and using hands/fingers across a keyboard or mouse * Working in a call center environment with moderate noise levels due to representatives talking, computers, printers, and floor activity * Encouraging members to use their benefits to seek appropriate care, complete preventive screenings, and adhere to their medications * Collaborating with physicians and other healthcare providers to proactively assist members with coordinating appointments, requesting prescriptions, and arranging transportation * Ensuring quality customer service for internal and external customers * Responding to incoming customer service requests, both verbal and written, relating to STARS measures * Identifying and assessing customers' needs quickly and accurately * Placing outgoing phone calls to complete follow-up on customer service STARS-related measures * Responding to customer service inquiries or routing inquiries to appropriate departments as necessary * Establishing and demonstrating competency in eligibility and associated applications (e.g., RxClaims, SAM, ICUE) in regards to STARS-related measures or routing member/provider questions to appropriate departments * Implementing customer service strategies relating to STARS Outreach Measures and recommending related improvements/enhancements * Maintaining timely, accurate documentation for all appropriate transactions * Consistently meeting established productivity, schedule adherence, and quality standards * Keeping management abreast of all outstanding issues **Requirements** To be successful in this role, you will need: * High School Diploma/GED or equivalent work experience * Must be 18 years of age or older * 1+ years of customer service experience analyzing and solving customer problems * Bilingual fluency in English and Spanish * Experience with Microsoft Office products: Microsoft Word (create correspondence), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), Microsoft Outlook (email and calendar management) * Ability to work between the hours of 8:00 AM - 5:00 PM from Monday - Friday, with some overtime requested **Preferred Qualifications** * Healthcare/insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design) * Social work, behavioral health, disease prevention, health promotion, and behavior change (working with vulnerable populations) * Sales or account management experience **Telecommuting Requirements** * Reside within the state of Florida within a commutable distance to a UHG office in Miami and/or Fort Lauderdale * 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 navigate a computer while on the phone * Ability to multi-task, including understanding multiple products and multiple levels of benefits within each product * Ability to remain focused and productive each day, though tasks may be repetitive * Ability to execute own assignments under direction of experienced staff * Ability to balance and prioritize multiple tasks * Seeks assistance as appropriate * Ability to trouble-shoot problems * Willing to work and contribute in a team environment * Ability to learn new and complex computer system applications **Benefits and Perks** As a Senior Customer Service Representative at arenaflex, you will enjoy a comprehensive benefits package, including: * Competitive salary and bonus structure * Comprehensive health insurance, including medical, dental, and vision coverage * 401(k) retirement plan with company match * Paid time off, including vacation, sick leave, and holidays * Opportunities for professional growth and development * Recognition and rewards for outstanding performance **Diversity, Equity, and Inclusion** arenaflex is committed to creating a diverse, equitable, and inclusive work environment that reflects the communities we serve. We believe that everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. We are dedicated to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. **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. **How to Apply** If you are a motivated and customer-focused individual with a passion for delivering exceptional service in a fast-paced environment, we invite 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! Apply for this job