**Experienced Full Stack Customer Service Representative Lead - Remote**

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a Customer Service Representative Lead, you'll play a vital role in driving our team's success by providing top-notch support, guidance, and leadership to our customer service representatives. If you're a motivated and results-driven individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. **About arenaflex** arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. At arenaflex, we're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. **Job Summary** As a Customer Service Representative Lead, you'll be responsible for providing exceptional customer service, guidance, and leadership to our customer service representatives. You'll work closely with our Call Center Supervisors and Managers to ensure the department operates efficiently and creates an atmosphere focused on delivering high-quality customer service and maintaining patient satisfaction. This is a full-time remote position, and you'll have the flexibility to work from home while taking on some tough challenges. **Key Responsibilities** * Acts as a primary resource for handling staff inquiries regarding policies and procedures * Communicates procedural changes and guidelines to department staff * Works with Supervisors to sustain high associate morale and motivation * Executes customer service utilizing a professional tone and manner * Training: Identifies and assesses talent for potential peer trainers, conducts training for newly appointed peer trainers * Accuracy: Acquires no more than 6 scheduling errors in the calendar year, remains accountable for relaying accurate information to advocates while maintaining 95% call handle rate in CEAQ * Acts as a facilitator to resolve conflicts on the team and ensures accurate and timely communication of concerns to management * Receives and processes STAT priority referrals * Acts as a mentor/coach for call center advocates ensuring they are meeting monthly metrics * Performs other duties as assigned **Essential Qualifications** * High School Diploma / GED OR equivalent work experience * Must be 18 years of age OR Older * Minimum 1 year of experience in a Healthcare environment * 1 year of experience as a team lead and/or training * Working knowledge of computerized telephone systems and ACD * Healthcare/Managed Care and/or insurance industry knowledge * Working knowledge of APM, Centricity-RIS, Touchworks/Allscripts, and ImpactMD * Knowledge of MS Office is required with emphasis on Excel * Able to excellent Customer Service and proper telephone etiquette * Thorough knowledge of state and federal laws that apply to the department * Proficient in MS Office * Excellent interpersonal skills * Oral, written, communication, and composition skills * Ability to listen, document, and track problem areas * Excellent leadership and time management skills * Ability to work independently, and with confidential information * Must have initiative * Maintain a positive attitude with supporting departmental goals and objectives * Must have the ability to work swiftly and efficiently without compromising quality customer service * Organizational skills * Flexible and able to commit to departmental goals, including overtime as needed, shift changes, etc **Preferred Qualifications** * Medical Terminology * CPT and ICD-10 coding * 1 year of experience in a call center * Work experience as a team lead **Telecommuting Requirements** * Reside within a reasonable distance from our office location * 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 **Physical and Work Environment** * Normal Call Center environment with heavy phone and computer usage * Moderate standing and walking * All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy **Compensation and Benefits** * Competitive salary * Comprehensive benefits package * Incentive and recognition programs * Equity stock purchase * 401k contribution (all benefits are subject to eligibility requirements) * Nevada Residents Only: The hourly range for this is $19.47 - $38.08 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. **Why Join arenaflex?** * We're a global organization that delivers care, aided by technology to help millions of people live healthier lives * We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life * We're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes * We offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements) * We're 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. **Ready to Apply?** If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application. Apply for this job