**Experienced Tier II Customer Support Representative, I/DD - Home and Community-Based Care Expertise**
At arenaflex, we're committed to revolutionizing the home and community-based care industry with innovative technology solutions that empower care providers to deliver exceptional patient outcomes. As a pioneering force in this sector, we've implemented our software solution with thousands of homecare and I/DD agencies nationwide, national MCOs, and state Medicaid agencies to ensure compliance with the federal mandate for Electronic Visit Verification (EVV). Now, we're seeking an experienced Tier II Customer Support Representative, I/DD to join our team and provide advanced software support to our IDD clients.
**About arenaflex**
arenaflex is a leading provider of technology solutions for the home and community-based care industry. Our software solution has been designed to streamline care delivery, improve patient outcomes, and enhance the overall care experience. With a deep commitment to addressing critical challenges in the sector, we're expertly connecting the homecare ecosystem to drive positive change.
**Job Summary**
We're seeking an experienced Tier II Customer Support Representative, I/DD to provide advanced software support to our IDD clients. This role requires a high level of technical expertise, excellent communication skills, and a passion for delivering exceptional customer service. As a Tier II representative, you'll be responsible for resolving complex customer issues, providing timely and effective support, and maintaining a high level of knowledge about our software solution and industry regulations.
**Key Responsibilities**
* Use expert questioning and listening skills to identify, research, and resolve customer issues and requests
* Investigate, reproduce, and define issues based upon ticket information, customer input, and relevant documentation
* Deliver effective and timely resolution to a range of customer inquiries
* Document all customer inquiries by opening a ticket and recording subsequent communications
* Provide timely follow-up to both internal and external customers for issues not immediately resolved
* Apply the elements of building positive rapport and proper etiquette with different types of customer personalities
* Maintain knowledge base with the changing catalog of services and products that arenaflex provides, as well as State and Federal regulatory requirements
* Proactively manage ticket aging and trending
* Display flexibility towards work schedule
* Assist in creating and presenting training materials for Tier I and Tier II representatives
* Provide feedback to representatives regarding ticket management and workflow processes
* Manage workload, workflow, and productivity to maximize efficiency
* Participate in arenaflex's client outreach program
* Support team projects as they may occur to enhance the quality or efficiency of support
**Other Job Duties**
* Other duties as assigned by supervisor or arenaflex leader
**Travel Requirements**
* Travel up to 10%
**Required Education, Experience, Certifications, and Skills**
* College degree preferred (Healthcare Administration/Public Health)
* 5+ years' electronic billing experience (Medicaid/Medicare highly preferred)
* 5+ years' customer service/call center experience in software support
* 5+ years' IT/Healthcare related experience
* Billing and/or Accounts Receivable experience
* Medical Coding/Billing Subject Matter Expert
* Ability to learn and understand complex workflows related to the healthcare industry
* Ability to move quickly from project to project with attention to detail and accuracy
* Ability to trend data, create, and deliver training
* Proven ability to "divide and conquer" complex problems, then document and communicate solutions
* Superior customer service skills
* Strong interpersonal skills with the ability to work independently and in a team environment
* Strong analytical and problem-solving abilities
* Above-average written, verbal, and listening communication skills
* Strong systems navigation skills
* Skilled in Word, Excel, Adobe, PowerPoint, TFS, and other web-based tools
* Experience with computer hardware setup, connectivity troubleshooting, and desktop support a plus
**Compensation and Benefits**
* The base salary range for this US-based, full-time, and exempt position is $50,000 - $55,000
* An employee's exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the arenaflex core values
* This is a benefits-eligible position
* arenaflex offers competitive health plans, paid time-off, company-paid holidays, 401K retirement program with a Company elected match, including other company-sponsored programs
**Work Environment and Company Culture**
* This position is remote, and available only to candidates that currently reside in the New York City, Washington DC, and Minneapolis Metro Areas
* arenaflex is an equal-opportunity employer
* The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law
**How to Apply**
If you're passionate about delivering exceptional customer service and have a strong background in software support, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an equal-opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive work environment that values diversity, equity, and inclusion. If you require accommodations during the application or interview process, please let us know.
Apply Now
**About arenaflex**
arenaflex is a leading provider of technology solutions for the home and community-based care industry. Our software solution has been designed to streamline care delivery, improve patient outcomes, and enhance the overall care experience. With a deep commitment to addressing critical challenges in the sector, we're expertly connecting the homecare ecosystem to drive positive change.
**Job Summary**
We're seeking an experienced Tier II Customer Support Representative, I/DD to provide advanced software support to our IDD clients. This role requires a high level of technical expertise, excellent communication skills, and a passion for delivering exceptional customer service. As a Tier II representative, you'll be responsible for resolving complex customer issues, providing timely and effective support, and maintaining a high level of knowledge about our software solution and industry regulations.
**Key Responsibilities**
* Use expert questioning and listening skills to identify, research, and resolve customer issues and requests
* Investigate, reproduce, and define issues based upon ticket information, customer input, and relevant documentation
* Deliver effective and timely resolution to a range of customer inquiries
* Document all customer inquiries by opening a ticket and recording subsequent communications
* Provide timely follow-up to both internal and external customers for issues not immediately resolved
* Apply the elements of building positive rapport and proper etiquette with different types of customer personalities
* Maintain knowledge base with the changing catalog of services and products that arenaflex provides, as well as State and Federal regulatory requirements
* Proactively manage ticket aging and trending
* Display flexibility towards work schedule
* Assist in creating and presenting training materials for Tier I and Tier II representatives
* Provide feedback to representatives regarding ticket management and workflow processes
* Manage workload, workflow, and productivity to maximize efficiency
* Participate in arenaflex's client outreach program
* Support team projects as they may occur to enhance the quality or efficiency of support
**Other Job Duties**
* Other duties as assigned by supervisor or arenaflex leader
**Travel Requirements**
* Travel up to 10%
**Required Education, Experience, Certifications, and Skills**
* College degree preferred (Healthcare Administration/Public Health)
* 5+ years' electronic billing experience (Medicaid/Medicare highly preferred)
* 5+ years' customer service/call center experience in software support
* 5+ years' IT/Healthcare related experience
* Billing and/or Accounts Receivable experience
* Medical Coding/Billing Subject Matter Expert
* Ability to learn and understand complex workflows related to the healthcare industry
* Ability to move quickly from project to project with attention to detail and accuracy
* Ability to trend data, create, and deliver training
* Proven ability to "divide and conquer" complex problems, then document and communicate solutions
* Superior customer service skills
* Strong interpersonal skills with the ability to work independently and in a team environment
* Strong analytical and problem-solving abilities
* Above-average written, verbal, and listening communication skills
* Strong systems navigation skills
* Skilled in Word, Excel, Adobe, PowerPoint, TFS, and other web-based tools
* Experience with computer hardware setup, connectivity troubleshooting, and desktop support a plus
**Compensation and Benefits**
* The base salary range for this US-based, full-time, and exempt position is $50,000 - $55,000
* An employee's exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the arenaflex core values
* This is a benefits-eligible position
* arenaflex offers competitive health plans, paid time-off, company-paid holidays, 401K retirement program with a Company elected match, including other company-sponsored programs
**Work Environment and Company Culture**
* This position is remote, and available only to candidates that currently reside in the New York City, Washington DC, and Minneapolis Metro Areas
* arenaflex is an equal-opportunity employer
* The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law
**How to Apply**
If you're passionate about delivering exceptional customer service and have a strong background in software support, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an equal-opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive work environment that values diversity, equity, and inclusion. If you require accommodations during the application or interview process, please let us know.
Apply Now