At arenaflex, we're dedicated to delivering care, aided by technology to help millions of people live healthier lives. Our team is passionate about connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. As a Customer Service Representative Lead, you'll play a vital role in improving health outcomes by providing exceptional customer experiences and supporting your team members in a culture guided by diversity and inclusion. **About arenaflex** arenaflex is a global organization that's committed to advancing health equity on a global scale. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our mission is to help people live healthier lives and make the health system work better for everyone. We're proud to be an Equal Employment Opportunity / Affirmative Action employer, and we're committed to creating a healthier atmosphere by embracing diversity and promoting inclusion. **Job Summary** As a Customer Service Representative Lead, you'll be responsible for delivering exceptional customer experiences to between 50 to 70 callers per day. You'll also provide support to your team members by serving as a resource or subject matter expert. This is a full-time, 40-hour-per-week position that requires flexibility to work any of our 8-hour shift schedules during our normal business hours of 6am - 6pm MST. Mandatory overtime is required during peak season (first few weeks of January) and based on business need and weekends. **Primary Responsibilities** * Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers * Handle escalated calls, resolving more complex customer issues in a one and done manner * Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs) * Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems * Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed * Assist customers in navigating arenaflex websites and encourage and reassure them to become self-sufficient * Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member * Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues * Provide education and status on previously submitted pre-authorizations or pre-determination requests * Meet the performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution, and attendance **Required Qualifications** * High School Diploma / GED * Must be 18 years of age or older * First Call Resolution experience * 9 months of previous call center experience * 2 years of customer service experience analyzing and solving customer problems OR 2 years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties * Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications * Ability to work full-time, Monday - Friday. Employees are required to be flexible to work an 8-hour shift during the hours of 6:00am – 6:00pm MST. Mandatory overtime is required during peak season (first few weeks of January) and based on business need and weekends **Preferred Qualifications** * 1 year of Customer Service Representative (CSR) experience OR 1 year of experience in an office setting, call center setting, or phone support role **Telecommuting Requirements** * Reside within Draper, UT, Cypress, CA, or Tampa, FL * Ability to keep all company sensitive documents secure (if applicable) * Required to have a dedicated work area established that is separated from other living areas and provides information privacy * Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service **Soft Skills** * Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product * Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed * All employees working remotely will be required to adhere to arenaflex’s Telecommuter Policy. **Compensation and Benefits** * The hourly range for this role is $19.47 to $38.08 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable. In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). **Career Growth Opportunities and Learning Benefits** * You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. * arenaflex is committed to helping you grow and develop your skills and knowledge. We offer a range of training and development opportunities to help you achieve your career goals. **Work Environment and Company Culture** * arenaflex is a global organization that's committed to creating a healthier atmosphere by embracing diversity and promoting inclusion. * Our team is passionate about delivering exceptional customer experiences and supporting each other in a culture guided by diversity and inclusion. * We're proud to be an Equal Employment Opportunity / Affirmative Action employer, and we're committed to creating a workplace that's inclusive and respectful of all employees. **How to Apply** If you're passionate about delivering exceptional customer experiences and supporting your team members in a culture guided by diversity and inclusion, we encourage you to apply for this role. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. **Equal Employment Opportunity** 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. **Drug-Free Workplace** arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Apply Job! Apply for this job