**Experienced Customer Service Representative – TRICARE Program Support (Remote Position)**

At arenaflex, we're committed to delivering exceptional customer service to our beneficiaries, end-users, and clients. As a Customer Service Representative on our TRICARE program, you'll play a vital role in providing empathetic and efficient support to those who rely on our services. If you're passionate about delivering outstanding customer experiences and have a strong background in healthcare, we want to hear from you!

**About arenaflex**

arenaflex is a leading provider of business services to governments, helping them operate health and human services programs. Our team of experts is dedicated to delivering high-quality solutions that make a real difference in people's lives. With a strong commitment to customer service and excellence, we're always looking for talented individuals to join our team.

**Job Summary**

As a Customer Service Representative on our TRICARE program, you'll be responsible for providing exceptional customer service to beneficiaries, family members, military personnel, and medical providers. You'll work in a fast-paced, dynamic environment, using your excellent communication and problem-solving skills to resolve complex issues and exceed customer expectations. This is a remote position, and you'll be working from the comfort of your own home, using a HIPAA-compliant workspace and reliable high-speed internet.

**Key Responsibilities**

* Provide customer service for basic and routine inquiries and problems via multiple channels (telephone, email, web chat, or written letters)
* Use computerized systems for tracking, information gathering, and troubleshooting
* Provide feedback and input on call trends, processes, procedures, and training
* Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff
* Ensure incoming communications are answered promptly, appropriately, and courteously
* Demonstrate a "can do" and professional attitude when servicing beneficiaries and clients
* Provide informed and objective responses to complex or escalated concerns regarding program eligibility requirements, enrollments, and program benefits
* Retrieve, research, and analyze data from multiple databases to answer client concerns
* De-escalate and manage complaints in a professional manner, resolving them wherever possible or escalating them to the appropriate department or line manager
* Accurately perform all data entry functions to reflect and document client activity/transactions
* Meet performance requirements and maintain knowledge of project policies and procedures
* Actively participate in and support departmental and organizational quality initiatives and goals
* Work in a systematic, methodical, and orderly way to maintain quality work and high productivity
* Maintain effective interdepartmental relationships and interaction with peers to create a cohesive and productive environment
* Make recommendations for changes to current policies or need for new policy to your supervisor in the spirit of process improvements
* Complete any other reasonable duties as requested by the manager
* Comply with HIPAA (Health Insurance Portability and Accountability) privacy rules

**Requirements**

* High school diploma or equivalent with 6 months of customer service experience
* Must be able to speak and read English clearly, professionally, and fluently
* Ability to obtain US Security Clearance
* Must be a US Citizen
* Minimum of 1+ years of contact center experience, preferably in a healthcare-related environment
* Minimum 3+ years of experience in delivering excellent customer service in a high-paced environment
* Experience with healthcare insurance plans and billing
* Experience with military health programs
* Experience of healthcare terms
* Experience working remotely as part of a team, including using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools
* Ability to speak Spanish, highly desirable
* Excellent written and oral communication skills
* Strong interpersonal skills with the ability to build relationships
* Proactive, self-starter with the ability to work well in a team environment
* Detail-oriented with good organizational skills and capable of effectively prioritizing and multitasking

**Preferred Qualifications**

* Bachelor's Degree or equivalent government or private-sector work experience
* Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs
* Ability to pass a skills assessment

**Remote Work Requirements**

* HIPAA-compliant workspace – Private and Secure workspace away from others, noise, and distractions
* Reliable high-speed internet – Ethernet/hard-wired connection (no WiFi or Hotspots)
* Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by going to www.speedtest.net)

**Compensation and Benefits**

* Hourly Base Pay Minimum for this Position: $18.75
* Hourly Base Pay Maximum for this Position: $18.75
* Pay Transparency: For positions on this contract, arenaflex will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor.
* EEO Statement: arenaflex is an Affirmative Action/Equal Opportunity Employer. We're committed to creating a diverse and inclusive workplace, and we welcome applications from all qualified candidates.

**How to Apply**

If you're passionate about delivering exceptional customer service and have a strong background in healthcare, we want to hear from you! Please submit your application, including your resume and a cover letter, to . We can't wait to hear from you!

**About arenaflex**

arenaflex is a leading provider of business services to governments, helping them operate health and human services programs. Our team of experts is dedicated to delivering high-quality solutions that make a real difference in people's lives. With a strong commitment to customer service and excellence, we're always looking for talented individuals to join our team.

**Company Size**

arenaflex has a team of over 5,000 employees, working together to deliver exceptional results.

**Industry**

arenaflex operates in the healthcare services industry, providing business services to governments and helping them operate health and human services programs.

**Founded**

arenaflex was founded in 0, with a mission to deliver high-quality solutions that make a real difference in people's lives.

**Website**

Learn more about arenaflex and our services at .

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