Introduction to arenaflex and the Industry
arenaflex is a leading provider of business services that support governments in operating health and human services programs. Our company is dedicated to delivering high-quality services that make a positive impact on people's lives. The healthcare services industry is rapidly evolving, and arenaflex is at the forefront of this change, providing innovative solutions to meet the complex needs of beneficiaries, family members, military personnel, and medical providers. As a Customer Service Representative – Remote TRICARE Support Consultant, you will play a vital role in ensuring that our beneficiaries receive exceptional service and support.
Job Overview
arenaflex is seeking an experienced Customer Service Representative to join our team as a Remote TRICARE Support Consultant. In this role, you will provide virtual customer service support to beneficiaries, family members, military personnel, and medical providers, using a patient-centric approach to navigate and answer TRICARE program benefit questions, update beneficiary demographics, perform enrollments, and assist with claim questions. As a key member of our team, you will be responsible for delivering exceptional customer service, ensuring optimal quality case coordination and service delivery, and fostering a consultative relationship with our beneficiaries.
Key Responsibilities
- Provide customer service for basic and routine inquiries and problems via multiple channels, including telephone, emails, web chats, or written letters
- Use computerized systems for tracking, information gathering, and/or 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, with the objective of exceeding expectations with the customer service provided
- Provide callers with 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 in a timely manner
- Ability to multi-task and have multiple screens/programs opened at the same time
- 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
Essential Qualifications
To be successful in this role, you will need to have a high school diploma or equivalent, with a minimum of 1+ years of contact center experience, preferably in a healthcare-related environment. You will also need to have excellent written and oral communication skills, strong interpersonal skills, and the ability to build relationships. Additionally, you will need to be proactive, a self-starter, and able to work well in a team environment, with good organizational skills and the ability to effectively prioritize and multitask.
Preferred Qualifications
A bachelor's degree or equivalent government or private-sector work experience is preferred, as well as experience with healthcare insurance plans and billing, military health programs, and healthcare terms. The ability to speak Spanish is highly desirable, and experience working remotely as part of a team, using Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools, is also preferred.
Skills and Competencies
To excel in this role, you will need to have strong analytical and problem-solving skills, with the ability to think critically and make sound judgments. You will also need to be able to work in a fast-paced environment, with the ability to prioritize and manage multiple tasks and deadlines. Excellent communication and interpersonal skills are essential, as well as the ability to build strong relationships with beneficiaries, colleagues, and other stakeholders.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Representative – Remote TRICARE Support Consultant, you will have the opportunity to develop your skills and knowledge in a supportive and dynamic environment. You will be able to move up through the TSC levels with experience, from Tier 1 to Tier 3 (Universal), and take on new challenges and responsibilities as you grow and develop in your career.
Work Environment and Company Culture
arenaflex is a company that values diversity, equity, and inclusion. We are committed to creating a work environment that is inclusive, respectful, and supportive of all employees. Our company culture is built on a foundation of integrity, transparency, and accountability, and we strive to make a positive impact on the communities we serve. As a remote employee, you will be part of a virtual team that is connected and collaborative, with regular opportunities for communication, feedback, and support.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, with a hourly base pay range of $18.75. We also offer a range of perks and benefits, including opportunities for professional development, a supportive and dynamic work environment, and a commitment to work-life balance. As a remote employee, you will need to have a HIPAA-compliant workspace, with a private and secure area for working, reliable high-speed internet, and a minimum internet download speed of 25mbps and 5mbps upload.
Conclusion
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and support, we encourage you to apply for this exciting opportunity. As a Customer Service Representative – Remote TRICARE Support Consultant at arenaflex, you will be part of a team that is dedicated to making a positive impact on the lives of our beneficiaries. You will have the opportunity to develop your skills and knowledge, take on new challenges and responsibilities, and grow and develop in your career. Apply now to join our team and start your journey with arenaflex!
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