Experienced Customer Service Representative – Remote Full-Time Position with Comprehensive Benefits and Career Growth Opportunities

Introduction to Arsenault and Our Mission

Arsenault is a rapidly growing national quality improvement and care management organization dedicated to ensuring that over 20 million people receive the right care, at the right time, in the right setting. We are a people-focused, mission-driven company that strives to improve lives through healthcare quality and clinical expertise. Our team is passionate about making a real difference in the lives of individuals across the country, and we are committed to providing our employees with the training and support they need to do the best work of their careers.

About the Role

We are seeking an experienced Customer Service Representative to join our team in a fully remote, full-time position. As a Customer Service Representative, you will provide exceptional customer service support to our Review Team, interacting with beneficiaries and providers via our helpline, creating and proofreading letters, and maintaining timely and accurate records. This role requires strong decision-making skills, excellent communication abilities, and a customer-oriented approach. If you are a motivated, energetic, and compassionate individual who is passionate about delivering outstanding customer service, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Provide exceptional customer service support to beneficiaries and providers via phone, email, and mail
• Create, format, and proofread letters and other correspondence to ensure accuracy and timeliness
• Maintain effective working relationships with internal and external customers, including beneficiaries, providers, and other stakeholders
• Assist in identifying areas for potential improvement and participate in quality control initiatives to ensure continuous improvement
• Answer the Beneficiary Helpline, determine the best course of action to assist callers, and refer them to external agencies as needed
• Utilize internal quality control tools to assess individual work and team processes, ensuring adherence to customer service guidelines and standards
• Provide intake for all appeals received by Arsenault, ensuring timely and accurate processing
• Validate notices and medical records, ensuring completeness and accuracy

Essential Qualifications

To be successful in this role, you will need:

• A high school diploma or equivalent, with post-high school business courses or medical terminology experience desirable
• Excellent verbal communication skills, a courteous and patient demeanor, and the ability to maintain composure under potentially stressful situations
• Good grammar, punctuation, spelling, hyphenation, and written communication skills
• Customer-focused, results-oriented, and capable of building and maintaining relationships with internal and external customers
• General knowledge of PC-based computer systems, with the ability to learn additional software packages as needed
• Two to three years of clerical experience, including word processing, various filing systems, and telephone customer service responsibilities
• Prior work in a healthcare setting or medical terminology experience is recommended, with previous data entry or other clerical experience a plus

Preferred Qualifications

While not essential, the following qualifications are preferred:

• Medical terminology experience or certification
• Previous experience in a customer service role, particularly in a healthcare setting
• Knowledge of various software packages, including customer relationship management (CRM) systems
• Experience with quality control initiatives and process improvement

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external customers
• Strong decision-making and problem-solving skills, with the ability to think critically and make sound judgments
• Ability to work independently and as part of a team, with a strong focus on customer service and quality
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Ability to maintain confidentiality and handle sensitive information with discretion

Career Growth Opportunities and Learning Benefits