**Experienced Customer Service Representative - TRICARE Program Support**

As a dedicated and compassionate customer service professional, you have the unique opportunity to join arenaflex's dynamic team as a Customer Service Representative supporting the TRICARE program. This role requires a patient-centric approach, exceptional communication skills, and a strong ability to navigate complex healthcare-related inquiries. If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of military personnel, their families, and medical providers, we encourage you to apply. **About arenaflex** arenaflex is a leading provider of business services to governments, specializing in health and human services programs. Our team of experts is dedicated to helping governments operate efficiently and effectively, ensuring that citizens receive the support they need. With a strong commitment to excellence and customer satisfaction, we strive to make a positive impact in the lives of those we serve. **Job Summary** As a Customer Service Representative on our TRICARE program, you will be responsible for providing empathetic and efficient support to beneficiaries, end-users, and clients. You will be the primary point of contact for TRICARE-related inquiries, ensuring that all interactions are handled with professionalism, courtesy, and a commitment to excellence. Your expertise will be essential in resolving complex issues, updating beneficiary demographics, and facilitating enrollments into the TRICARE program. **Key Responsibilities** - Provide exceptional customer service to beneficiaries, end-users, and clients via multiple channels (telephone, email, web chat, or written letters) - Utilize computerized systems for tracking, information gathering, and troubleshooting - Offer feedback and input 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 and do so in a timely manner - Ability to multi-task and have multiple screens/programs opened at the same time - 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 GED required; Bachelor's Degree or equivalent government or private-sector work experience preferred - Proficient with computer, including Microsoft Office Suite, internet, and multi-tasking between multiple screens and programs - Ability to pass a skills assessment - Ability to obtain US Security Clearance - Must be a US Citizen - 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 Microsoft Office Suite, Teams, Zoom, SharePoint, Chat, and other digital tools - Ability to speak Spanish, highly desirable - Excellent written and oral communication skills - 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) **Benefits** - Competitive salary - Opportunities for career growth and professional development - Collaborative and dynamic work environment - Recognition and rewards for outstanding performance - Comprehensive benefits package, including medical, dental, and vision insurance - 401(k) retirement plan with company match - Paid time off and holidays - Access to cutting-edge technology and training resources **How to Apply** If you're a motivated and customer-focused professional looking for a challenging and rewarding opportunity, we encourage you to apply. Please submit your resume and a cover letter outlining your experience, skills, and qualifications for this role. We look forward to hearing from you! **Equal Employment Opportunity** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. If you require accommodations during the application or interview process, please let us know. **Pay Transparency** arenaflex complies with pay transparency requirements and will pay the prevailing wage rate for the location in which the employee is working, as determined by the Department of Labor. An applicant's salary history will not be used in determining compensation. **Hourly Base Pay Minimum for this Position** $18.75 **Hourly Base Pay Maximum for this Position** $18.75 Apply for this job