**Experienced Customer Service Representative Lead - Remote in Las Vegas, NV**

At arenaflex, we're dedicated to delivering care, aided by technology to help millions of people live healthier lives. Our mission is to connect people with the care, pharmacy benefits, data, and resources they need to feel their best. As a Customer Service Representative Lead at arenaflex, you'll play a vital role in improving health outcomes by providing exceptional customer service and support to our clients. If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding career opportunity, we encourage you to apply. **About arenaflex** arenaflex is a global organization that's committed to advancing health equity on a global scale. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our culture is guided by diversity and inclusion, and we're proud to be an Equal Employment Opportunity / Affirmative Action employer. We're dedicated to creating a healthier atmosphere by fostering a culture of respect, empathy, and understanding. **Job Summary** As a Customer Service Representative Lead at arenaflex, you'll be responsible for supporting the Call Center Supervisors and Managers and acting as a primary resource for agents who are responsible for representing the SMA provider's office through telephonic communication. You'll assist the Call Center management in ensuring the department operates efficiently and creates an atmosphere focused on delivering high-quality customer service and maintaining patient satisfaction. This is a full-time position that requires flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm, Monday - Friday. Occasional overtime or weekends may be required. **Primary Responsibilities** * Acts as a primary resource for handling staff inquiries regarding policies and procedures * Communicate procedural changes and guidelines to department staff * Work with Supervisors to sustain high associate morale and motivation * Execute customer service utilizing a professional tone and manner * Training: Identify and assess talent for potential peer trainers. Conduct training for newly appointed peer trainers * Accuracy: Acquire no more than 6 scheduling errors in the calendar year. Remain 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 * Receive and process STAT priority referrals * Acts as a mentor/coach for call center advocates ensuring they are meeting monthly metrics * Perform other duties as assigned **Required Qualifications** * High School Diploma / GED OR equivalent work experience * Must be 18 years of age OR Older * Minimum 1+ years 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 * Must be able to work onsite once a week at 2716 N TENAYA WAY Las Vegas, NV * Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 5:00pm, Monday - Friday. It may be necessary, given the business need, to work occasional overtime or weekends **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 2716 N TENAYA WAY Las Vegas, NV * 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 **Nevada Residents Only** The hourly range for this position 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. arenaflex complies with all minimum wage laws as applicable. In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). **About arenaflex's Mission** At arenaflex, 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. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission. **Diversity Creates a Healthier Atmosphere** arenaflex is 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. **arenaflex is a Drug-Free Workplace** Candidates are required to pass a drug test before beginning employment. **How to Apply** If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding career opportunity, we encourage you to apply. Please visit our website to learn more about this position and to submit your application. Apply for this job