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 need it most. If you're passionate about delivering outstanding customer experiences and have a knack for navigating complex healthcare programs, 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 with ease. 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 use a patient-centric approach to assist callers with navigating and answering TRICARE program benefit questions, updating beneficiary demographics, performing enrollments, and resolving complex issues. If you're a self-starter with excellent communication skills and a passion for delivering outstanding customer experiences, we want to hear from you! **Key Responsibilities** * Provide customer service for basic and routine inquiries and problems via multiple channels (telephone, emails, web chats, or written letters) * Use computerized systems for tracking, information gathering, and troubleshooting * Provide feedback 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 * Proficient with computer, including arenaflex Office Suite, internet, and multi-tasking between multiple screens and programs * Ability to pass a skills assessment * 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 arenaflex Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools * Ability to speak Spanish, highly desirable **Preferred Qualifications** * Bachelor's Degree or equivalent government or private-sector work experience * Experience with TRICARE program or similar healthcare programs * 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 **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: $18.75 * Hourly base pay maximum: $18.75 * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) retirement plan with company match * Paid time off and holidays * Opportunities for career growth and professional development **Why Join arenaflex?** * Work with a leading provider of business services to governments * Be part of a team that's dedicated to delivering high-quality solutions that make a real difference in people's lives * Enjoy a comprehensive benefits package and opportunities for career growth and professional development * Work from home with a flexible schedule and remote work requirements **How to Apply** If you're a motivated and customer-focused individual with a passion for delivering outstanding customer experiences, we want to hear from you! Apply now to join our team as a Customer Service Representative on our TRICARE program. Apply for this job