Customer Service Representative - Remote Opportunity with a National Quality Improvement and Care Management Leader

Join the Arsenault Team: Shape the Future of Healthcare

Are you a dedicated and compassionate Customer Service Representative seeking a new challenge in a dynamic and growing organization? Do you value care management and quality improvement in the healthcare industry? Arsenault is a rapidly expanding national quality improvement and care management organization that is making a real difference in the lives of over 20 million people across the country. We are committed to ensuring that individuals receive the right care, at the right time, in the right setting.

About Us: People Focused. Mission Driven.

At Arsenault, we are driven by a mission to improve lives through healthcare quality and clinical expertise. Our team is comprised of passionate professionals who are dedicated to making a positive impact on the healthcare industry. We believe in fostering a work environment that is supportive, inclusive, and empowering, allowing our employees to grow and thrive in their careers.

Job Summary

We are seeking an experienced Customer Service Representative to join our team on a remote basis. As a Customer Service Representative, you will play a critical role in supporting our prior authorization process by providing exceptional customer service to our clients and stakeholders. You will be the primary point of contact for incoming telephone calls, emails, faxes, and mail, and will be responsible for resolving customer inquiries, complaints, and requests in a timely and professional manner.

Key Responsibilities

• Develop and maintain a thorough understanding of internal policies, procedures, and services to provide accurate and effective support to customers and stakeholders.
• Utilize automated systems to log and retrieve information, and perform accurate and timely data entry of electronic faxes.
• Respond to customer inquiries and complaints via telephone, email, fax, or mail, and communicate responses within required turnaround times.
• Investigate and resolve customer problems, and escalate complex issues to the appropriate party as needed.
• Meet or exceed departmental standards for call volume and service level.
• Initiate files by collecting and entering demographic, provider, and procedure information into our system.
• Serve as a liaison between Review Supervisors and external providers.
• Maintain accurate logs and documents related to incoming and outgoing calls.

What You'll Need

Required Qualifications

• High School diploma or equivalent.
• 2+ years of customer service/telephone experience in a similar call center environment and/or industry.
• Knowledge of medical terminology (medical terminology course(s) helpful).
• Knowledge of the health insurance industry.

Preferred Qualifications

• Bilingual Spanish-English skills.
• Previous experience working in a call center environment with a high volume of customer inquiries.

Essential Skills and Competencies

• Effective verbal and listening skills to provide courteous and professional customer service.
• Proficient PC skills, including electronic mail, intranet, and industry-standard applications.
• Ability to multitask on a personal computer while conducting telephone conversations.
• Ability to remain calm and courteous when handling difficult calls and requests.
• Strong research and investigation skills.
• Ability to navigate and use electronic equipment and systems easily and proficiently.

Career Growth and Development

At Arsenault, we are committed to supporting the growth and development of our employees. As a Customer Service Representative, you will have opportunities to develop your skills and expertise in a dynamic and growing organization. You will receive comprehensive training and support to ensure your success in the role, and will have opportunities to advance in your career as you gain experience and build your skills.

Work Environment and Company Culture

As a remote Customer Service Representative, you will work from home and be part of a virtual team. We offer a flexible and supportive work environment that allows you to work effectively and efficiently. Our company culture is centered around our mission to improve lives through healthcare quality and clinical expertise, and we are committed to fostering a work environment that is inclusive, supportive, and empowering.

Compensation and Benefits

At Arsenault, we offer a comprehensive rewards package that includes competitive compensation, comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts, and more. Our benefits are designed to provide you and your family with additional protection, security, and support for both your career and your life away from work.

Join Our Team

If you are a motivated and compassionate Customer Service Representative looking for a new challenge, we encourage you to apply for this exciting opportunity. At Arsenault, you will have the chance to make a real difference in the lives of individuals across the country, and to grow and develop in your career. We are an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Don't miss this opportunity to join our team and shape the future of healthcare. Apply today!