**Experienced Customer Service Representative – Remote Work Opportunity with arenaflex**
At arenaflex, we're passionate about delivering exceptional customer experiences that make a real difference in people's lives. As a Customer Service Representative, you'll play a vital role in helping our customers navigate their pharmacy benefits, resolve issues, and access the support they need. We're seeking a highly skilled and compassionate individual to join our team, working remotely from the comfort of your own home.
**About arenaflex**
arenaflex is a global Health Service company dedicated to helping people improve their health and vitality. We believe in the power of human connection and strive to make a positive impact on the lives of our customers, patients, and communities. Our mission is to provide innovative solutions, exceptional service, and a supportive environment that empowers our employees to thrive.
**The Role**
As a Customer Service Representative, you'll be the face of arenaflex, providing top-notch support to our customers through phone calls, emails, and other communication channels. Your primary responsibilities will include:
* Answering inbound calls from members, providers, and pharmacies with questions about Pharmacy Benefit Management (PBM) benefits, mail-order pharmacies, or Medicare.
* Taking calls back-to-back while toggling through several applications on multiple screens.
* Attending 100% of trainings and the first 90 days of employment.
* Updating conversion requests and providing shipment status to members.
* Facilitating the transition of requested medications to home delivery.
* Advocating for the member patient by placing phone calls, fax, or other means to physician's office to obtain prescriptions and forward to pharmacy for fulfillment.
* Obtaining new prescriptions from physician's office and recording approval status.
* Serving incoming calls from doctors' offices.
* Ensuring accurate and complete documentation is entered into the appropriate systems for all contacts (internal/external) to maintain the quality of the home delivery process, document HIPAA compliance, and reduce potential legal concerns.
* Resolving questions and/or issues that may be preventing shipment of an order.
* Upholding quality and productivity standards on all transactions.
* The customer service representatives must ensure complete and accurate documentation into the appropriate systems to maintain quality and to meet regulatory requirements.
* Using active listening skills when the members express concerns about medication coverage or costs and offering the members options for a starting coverage review to meet regulatory requirements.
* Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
* Learning and demonstrating understanding of call handling which includes compliance expectations and system navigation through several applications.
**What You'll Gain**
* Enjoy a **work-from-home** lifestyle where you can virtually connect with coworkers and customers.
* Help patients understand their pharmacy benefits better.
* Help us keep track of our patient interactions.
* Ensure patients are equipped with the best advice.
* Foster teamwork and partnership with cross-functional departments to resolve issues and improve customer experience.
* Participate in an annual bonus plan.
* Enjoy a comprehensive range of benefits, with a focus on supporting your whole health, including medical, vision, dental, and well-being and behavioral health programs.
* Take advantage of 401(k) with company match, company-paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, and paid holidays.
**Requirements**
* High School diploma or equivalent required.
* At least 2-3 years of relevant experience in Healthcare and/or Call Center.
* A dedicated workspace with no distractions is required.
* Tech Savvy – Strong computer skills including Microsoft Office.
* Strong organization skills, written, and verbal communication skills.
* Ability to provide exceptional listening and customer service skills; remain calm and helpful even when dealing with difficult callers.
* Ability to adapt in a dynamic work environment, learn quickly, solve problems, and make decisions.
* Ability to work a flexible schedule including Night and/or weekends.
* Internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
**What We Offer**
* Competitive hourly rate of $17 - $23 USD per hour, depending on relevant factors, including experience and geographic location.
* A supportive and inclusive work environment that values diversity, equity, and inclusion.
* Opportunities for professional growth and development through training and mentorship programs.
* A comprehensive range of benefits that support your physical, emotional, and financial well-being.
**Join Our Team**
If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and look forward to welcoming you to our arenaflex family.
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