Experienced Full Stack Customer Service Representative – Medicaid Support and Enrollment

At arenaflex, we're committed to delivering exceptional customer experiences that make a lasting impact. As a Senior Customer Service Representative, you'll play a vital role in providing top-notch support to Indiana Medicaid members, helping them navigate their coverage, benefits, and enrollment. If you're passionate about delivering outstanding service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative solutions for the healthcare industry. Our mission is to empower individuals and families to make informed decisions about their health and well-being. We're dedicated to fostering a culture of excellence, empathy, and collaboration, and we're seeking like-minded professionals to join our team.

Job Summary

As a Senior Customer Service Representative, you'll be responsible for providing exceptional support to Indiana Medicaid members through inbound and outbound calls. Your primary focus will be on assisting members with inquiries related to their Medicaid coverage, benefits, and enrollment. You'll also be responsible for maintaining accurate member records, meeting individual and team performance goals, and transferring calls to the client's call center as needed.

Key Responsibilities

* Assist members with inquiries related to their Medicaid coverage, benefits, and enrollment

• Educate members on Medicaid policies and procedures, including enrollment, redetermination, plan options, and benefits
• Provide excellent customer service by addressing customer inquiries, complaints, or concerns in a professional and courteous manner
• Report grievances and escalations using the appropriate channels
• Meet individual and team performance goals, focusing on accuracy, quality, and productivity
• Maintain accurate and up-to-date member records and documentation of all interactions in the call center system
• Utilize various systems and software applications to assist members, including electronic health record systems, eligibility systems, claims, and customer relationship management (CRM) systems
• Effectively utilize Interpretive Language Services for non-English speaking members
• Transfer calls to the client's call center as appropriate, assisting with client outreach requests and following up with supervisor on call resolution in a timely manner

Essential Qualifications

* High school diploma or GED

• One or two years' experience in insurance or a related field
• Knowledge of Medicaid and its policies and procedures
• Excellent interpersonal and communication skills (both verbal and written)
• Ability to accurately communicate summary information in a written format
• Critical thinking and listening skills
• Independent problem identification/resolution and decision-making skills
• Conflict resolution and negotiation skills
• Empathetic and sincere, superior rapport building skills
• Familiarity with medical terminology to explain healthcare benefits and ensure each member's needs are appropriately met
• Ability to type at a minimum of 45 wpm

Preferred Qualifications

* Experience with Artiva software

• Accounts Payable experience
• Bi-lingual
• Ability to handle complex accounts with little to no assistance
• Ability to use the non-conformity to escalate issues

Work Environment and Culture

* This role operates in a professional office environment, using standard office equipment such as computers, computer phone headsets, and phones.

• arenaflex is committed to fostering a culture of excellence, empathy, and collaboration. We value diversity, equity, and inclusion, and we're dedicated to creating a workplace where everyone feels welcome and supported.
• We offer a range of benefits, including 401(k), dental insurance, health insurance, paid time off, and vision insurance.

Compensation and Perks

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Flexible scheduling and remote work options

How to Apply

If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear your story and learn more about your qualifications!

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We're committed to creating a workplace where everyone feels welcome and supported. We welcome applications from diverse candidates and are proud to be an inclusive and equitable employer.

Job Type

Full-time

Schedule

* 8 hour shift

• Weekends as needed

Location

Indiana (Required)

Work Location

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