**Experienced Customer Service Representative – Telephonic Support for arenaflex Members**

As a dedicated and compassionate Customer Service Representative at arenaflex, you will play a vital role in delivering exceptional support to our valued members, ensuring their needs are met with empathy, understanding, and professionalism. In this dynamic and fast-paced environment, you will be an integral part of our team, providing top-notch service and administrative support to guarantee a seamless and positive experience for our members and health plans.

**About arenaflex**

arenaflex is a leading Independent Physician Association in Southern California, renowned for its commitment to excellence, innovation, and patient-centered care. As one of the fastest-growing organizations in the region, we offer a unique blend of challenge, opportunity, and growth. Our team is passionate about delivering exceptional care, and we are dedicated to fostering a culture of teamwork, learning, and advancement.

**Key Responsibilities**

As a Customer Service Representative at arenaflex, your primary responsibilities will include:

* Responding to telephone inquiries from members and health plans, providing information and clarification on various services, including authorizations, member billing, referrals, and eligibility.
* Maintaining or exceeding quality and productivity standards, handling a minimum of 35 calls per day with matching documentation.
* Anticipating member needs, understanding their wants and needs, and identifying the level of intervention required to resolve their issues.
* Utilizing standardized processes, tools, and systems, such as EZCAP 6X and REA/LEA, to research and resolve member inquiries.
* Resolving routine or complex issues related to services received within the medical group, including eligibility, authorization status, provider access issues, and member billing-related issues.
* Documenting all interactions in the EZCAP 6X customer service module and REA/LEA systems.
* Providing essential information to members regarding authorizations, billing issues, eligibility, and urgent care services.
* Maintaining patient confidentiality, adhering to HIPAA and PHI processes.
* Accessing interpretation language lines for non-English patients as needed.
* Working independently to resolve telephonic issues, handling designated assignments, and prioritizing work to maintain workflow.
* Ensuring accurate and professional written and verbal communication with all levels of management, staff, and external stakeholders.
* Displaying a warm and pleasant phone personality, emphasizing tact, empathy, good judgment, and patience.
* Self-starting, willing to take on multiple tasks, and demonstrating a strong work ethic.

**Essential Qualifications**

To succeed in this role, you will need:

* A minimum of two (2) years of customer service or healthcare setting experience.
* Multi-line telephone experience.
* A High School Diploma or equivalent.
* Ability to deal responsibly with matters of a confidential nature.
* Ability to multi-task and meet deadlines in a high-stress environment.
* Excellent communication skills, both verbal and written.
* Ability to read, write, and understand the English language.
* Pleasant telephone manner and telephone etiquette.
* Proficient in MS Office programs (i.e., Word, Excel, Outlook, Access, and PowerPoint).
* Knowledge of computers, faxes, printers, and other office equipment.
* Self-starter, willing to take on multiple tasks.
* Ability to review and interpret health plan benefits and provider contracts.
* Ability to interface with customers both internal and external of arenaflex.

**Preferred Qualifications**

While not required, the following qualifications are highly desirable:

* Experience working in a healthcare setting or with health insurance plans.
* Knowledge of CPT, HCPCS, and other medical coding systems.
* Familiarity with EZCAP 6X and REA/LEA systems.
* Typing speed of 45 WPM with accuracy.
* Ability to communicate effectively orally and written, answering and resolving a minimum of 35 calls per day with matching documentation.

**Work Environment and Culture**

As a Customer Service Representative at arenaflex, you will be part of a dynamic and supportive team, working in a fast-paced environment that values innovation, teamwork, and patient-centered care. Our office is located in a convenient and accessible location, with a business-casual working environment that encourages collaboration and creativity.

**Compensation and Benefits**

arenaflex offers a competitive compensation package, including:

* Hourly pay rate: $20 - $21 per hour, commensurate with experience and qualifications.
* Comprehensive benefits package, including medical, dental, and vision insurance, flexible spending account, and employer-paid life insurance.
* 401(k) retirement savings plan with employer match.
* Paid time off, including vacation, sick leave, and holidays.
* Mileage reimbursement.
* Employee assistance program.
* Tuition reimbursement.
* License renewal CEU cost reimbursement program.
* Business-casual working environment.

**Career Growth Opportunities**

arenaflex is committed to the growth and development of our employees, offering opportunities for advancement and professional development. As a Customer Service Representative, you will have the chance to:

* Develop your skills and expertise in customer service, healthcare, and insurance.
* Take on new challenges and responsibilities, advancing your career within the organization.
* Participate in training and development programs, enhancing your knowledge and skills.
* Collaborate with cross-functional teams, building relationships and networking opportunities.

**How to Apply**

If you are a motivated and compassionate individual, passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to . We look forward to hearing from you!

**Equal Employment Opportunity**

arenaflex is an equal employment opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds, cultures, and experiences.

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