Welcome to arenaflex
arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our team is dedicated to connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. We pride ourselves on a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Join us to start making an impact on the communities we serve as you help us advance health equity on a global scale.
About the Role
We are seeking an experienced Customer Service Team Lead to join our team in Las Vegas, NV. As a Team Lead, you will support our Call Center Supervisors and Managers, acting as a primary resource for agents who are responsible for representing our provider's office through telephonic communication. You will assist in ensuring the department operates efficiently, creating an atmosphere focused on delivering high-quality customer service and maintaining patient satisfaction.
Key Responsibilities
- Act as a primary resource for handling staff inquiries regarding policies and procedures
- Communicate procedural changes and guidelines to department staff
- Work with Supervisors to sustain high associate morale and motivation
- Execute customer service utilizing a professional tone and manner
- Identify and assess talent for potential peer trainers and conduct training for newly appointed peer trainers
- Acquire no more than 6 scheduling errors in the calendar year and remain accountable for relaying accurate information to advocates while maintaining a 95% call handle rate
- Act as a facilitator to resolve conflicts on the team and ensure accurate and timely communication of concerns to management
- Receive and process STAT priority referrals
- Act as a mentor/coach for call center advocates, ensuring they meet monthly metrics
- Perform other duties as assigned
Requirements
To be successful in this role, you will need:
- High School Diploma / GED or equivalent work experience
- Minimum 1 year of experience in a Healthcare environment
- 1 year of experience as a team lead and/or training
- Working knowledge of computerized telephone systems and ACD
- Healthcare/Managed Care and/or insurance industry knowledge
- Working knowledge of APM, Centricity-RIS, Touchworks/Allscripts, and ImpactMD
- Knowledge of MS Office, with emphasis on Excel
- Able to provide excellent customer service and proper telephone etiquette
- Thorough knowledge of state and federal laws that apply to the department
- Proficient in MS Office
- Excellent interpersonal skills
- Oral, written, communication, and composition skills
- Ability to listen, document, and track problem areas
- Excellent leadership and time management skills
- Ability to work independently and with confidential information
- Must have initiative and maintain a positive attitude, supporting departmental goals and objectives
- Must have the ability to work swiftly and efficiently without compromising quality customer service
- Organizational skills and flexibility to commit to departmental goals, including overtime as needed, shift changes, etc.
Preferred Qualifications
- Medical Terminology
- CPT and ICD-10 coding
- 1 year of experience in a call center
- Work experience as a team lead
What We Offer
At arenaflex, we offer a comprehensive benefits package, including:
- Competitive salary range
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase and 401k contribution
- Opportunities for career growth and development
- Flexible work arrangements, including remote work options
Work Environment
Our normal Call Center environment involves heavy phone and computer usage, with moderate standing and walking. All employees working remotely will be required to adhere to our Telecommuter Policy.
Diversity and Inclusion
arenaflex is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
How to Apply
If you are a motivated and experienced customer service professional looking to make a difference in the lives of others, please apply for this exciting opportunity to join our team at arenaflex. We look forward to hearing from you!
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