**Experienced Customer Service Representative – Medical Concierge Service**

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our members' expectations. As a Customer Service Representative, you'll play a vital role in providing top-notch support to our internal members and providers, ensuring seamless interactions and resolving complex issues with ease. If you're passionate about delivering world-class service, have a knack for problem-solving, and thrive in a fast-paced environment, we'd love to hear from you!

**About arenaflex**

arenaflex is a leading healthcare organization dedicated to providing innovative solutions that empower individuals to take control of their health. Our team of experts is passionate about creating a culture of excellence, where every interaction is a chance to make a positive impact. As a Customer Service Representative, you'll be part of a dynamic team that's shaping the future of healthcare.

**Job Summary**

We're seeking an experienced Customer Service Representative to join our team on a 12-month contract basis. As a Customer Service Advocate I, you'll be responsible for providing exceptional support to our internal members and providers, handling a high volume of calls, and resolving complex issues with ease. If you're a customer service rockstar with a passion for delivering world-class experiences, we'd love to hear from you!

**Key Responsibilities**

* Handle internal member customer calls to assist with eligibility information, member benefits, ordering materials, updating demographics, and problem-solving.
* Handle internal provider customer calls to assist with eligibility information, claim status, and submission, auth inquiries, escalations, and provider benefits.
* Provide concierge-level service to internal members and providers, ensuring seamless interactions and resolving complex issues with ease.
* Utilize multiple systems, including OMNI, Claims, Authorizations, Make payments, ABS, Outlook, and Skype IM, to resolve issues and provide support.
* Meet or exceed performance expectations, including:
+ 95% Quality audits
+ 97.5% conformance/90% adherence to schedule
+ Handle time/hold time/ASA goals
+ Strong typing skills/computer skills
+ Strong interpersonal skills
* Pass a knowledge check(s) during training, with a maximum of three attempts.
* Collaborate with leadership and team members to achieve shared goals and objectives.

**Performance Expectations**

* Quality audits: 95%
* Conformance/Adherence to schedule: 97.5%/90%
* Handle time/Hold time/ASA goals: Meet or exceed targets
* Strong typing skills/Computer skills: Utilize multiple systems to resolve issues and provide support
* Strong interpersonal skills: Provide concierge-level service to internal members and providers

**First Day Experience**

* Meet leadership and team members to discuss expectations and goals.
* Connect to systems and log in to begin training.
* Review agenda and training expectations to ensure a smooth onboarding process.

**Requirements**

* 1+ years of recent call center customer service experience.
* Strong typing skills (40 WPM), Microsoft Office skills (Excel, Word, Outlook), and multitasking skills navigating multiple systems/monitors.
* High-speed internet, quiet workspace at home to take calls, and good attendance.
* Strong work history and job stability, with no more than 1+ year gaps on the resume.
* Knowledge of medical terminology, medical records retrieval, and bilingual Spanish (preferred but not required).
* High School Diploma or GED required; Associate or Bachelor's Degree preferred.

**Benefits**

* 401(k) plan with matching contributions
* Dental insurance
* Flexible schedule
* Health insurance
* Life insurance
* Paid time off
* Vision insurance

**Schedule**

* 8-hour shift
* Holidays
* Weekends as needed

**Pay and Hours**

* $19.64 per hour
* 40 hours per week

**Location**

* Remote work from Woodland Hills, CA 91367
* Ability to commute from Woodland Hills, CA 91367

**How to Apply**

If you're a customer service rockstar with a passion for delivering world-class experiences, we'd love to hear from you! Apply now to join our team as a Customer Service Representative – Medical Concierge Service.

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