Are you a people person with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two calls are ever the same? If so, we want to hear from you! arenaflex, a leading healthcare solutions provider, is seeking an experienced Customer Service Intake Representative to join our team. As a key member of our Non-Clinical team, you will play a vital role in managing the benefits needs of inbound callers from start to finish, while delivering excellent patient-provider care.
**About arenaflex**
arenaflex is a subsidiary of Cigna, a global health insurance company dedicated to improving the health and well-being of millions of people worldwide. Our mission is to create pharmacy, care, and benefit solutions that make a meaningful difference in people's lives. We're a team of innovators, problem-solvers, and customer advocates who are passionate about driving growth and improving lives.
**Responsibilities**
As a Customer Service Intake Representative at arenaflex, you will be responsible for:
* Accepting a daily average of 100-125 inbound calls from Health Plan clients, providers, and imaging centers seeking pre-authorization
* Properly handling and verifying patient records under HIPAA and PHI, and securing confidentiality for each call
* Accepting multiple back-to-back calls utilizing various applications on multiple screens, and properly entering all patient, provider, and imaging center data
* Following the complete formal script pathway with each caller, identifying and transferring any calls that cannot be resolved via the formal script to the appropriate person or department
* Remaining client-focused at all times, with the ability to independently resolve customer inquiries and complaints with one-call resolution
* Attending 100% of an 8-week training program, which will include live call participation training
* Meeting or exceeding all performance metrics through accurate call handling and high-quality calls
**Qualifications**
To be successful in this role, you will need:
* A high school diploma or equivalent
* Prior customer service experience, preferably in a healthcare setting
* Intermediate proficiency in Microsoft Outlook, with strong written, organizational, and verbal communication skills
* Excellent customer focus orientation, with the ability to diffuse difficult callers constructively
* Accountability and ownership to efficiently solve problems
* An engaged, coachable, upbeat attitude, with a willingness to be a positive role model for your peers
* Flexibility, open-mindedness, and the ability to adapt positively to business changes or needs
* Self-confidence and empowerment to use good judgment to do what is right, and keep all promises
**Work Environment and Company Culture**
As a work-from-home representative, you will need to have a reliable internet connection with speeds of at least 10Mbps download/5Mbps upload. Our company culture is built on a foundation of teamwork, innovation, and customer advocacy. We're committed to creating a positive and inclusive work environment that supports the well-being and growth of our employees.
**Compensation and Benefits**
We offer a competitive hourly rate of $19/hour, depending on experience. This role is also anticipated to be eligible to participate in an annual bonus plan. In addition to a comprehensive compensation package, we offer a range of benefits, including:
* Medical, vision, dental, and well-being and behavioral health programs
* 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
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of learning and development opportunities, including:
* Ongoing training and development programs
* Mentorship and coaching opportunities
* Opportunities for advancement and career growth
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we want to hear from you! To apply for this role, please visit our website at [insert link]. We're an equal opportunity employer and welcome applications from diverse candidates.
**Equal Employment Opportunity Statement**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a positive and inclusive work environment that supports the well-being and growth of our employees. Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions, including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status, or any other characteristic protected by applicable equal employment opportunity laws.
**Reasonable Accommodation**
If you require reasonable accommodation in completing the online application process, please email:
[email protected] for support. Do not email
[email protected] for an update on your application or to provide your resume, as you will not receive a response.
**Tobacco-Free Policy**
arenaflex has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
**Qualified Applicants with Criminal Histories**
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances.