At arenaflex, we are committed to providing exceptional customer service to the residents of Maryland, and we are seeking a highly skilled and dedicated Customer Service Representative to join our team. As a key member of the Customer Support Center (CSC) at arenaflex, you will play a vital role in assisting individuals, families, small group employees, and brokers with information, enrollment assistance, and other services related to the Maryland Health Connection (MHC).
**Job Summary:**
We are looking for a motivated and customer-focused individual to provide high-quality service to Maryland consumers. As a Customer Service Representative, you will be responsible for assisting with eligibility and enrollment for Medicaid, and services applications and enrollments for Qualified Health Plans on the Exchange. You will utilize the State's eligibility and enrollment portal and Customer Relationship Management (CRM) software and other State systems to perform all tasks and duties for HIX customers.
**Responsibilities:**
* Provide exceptional customer service to Maryland consumers, responding to inquiries and resolving issues in a timely and professional manner
* Assist with eligibility and enrollment for Medicaid, and services applications and enrollments for Qualified Health Plans on the Exchange
* Utilize the State's eligibility and enrollment portal and CRM software and other State systems to perform all tasks and duties for HIX customers
* Collaborate with internal teams to resolve complex issues and ensure delivery of high-quality service
* Meet or exceed performance metrics, including quality and productivity standards
* Participate in ongoing training and development to stay up-to-date on MHC policies and procedures
* Maintain accurate and detailed records of customer interactions and transactions
**Requirements:**
* Must be a resident of the state of Maryland
* Call Center experience is a mandatory requirement for this role
* High-speed internet connection and a personal computer with an i5 processor or higher are essential
* Ability to pass a State Policy Exam with 80% or higher
* Availability for a QC Interview with Client week of September 16-20th and Real Job Preview on 9/27
* Ability to work a minimum of 40 hours per week
* Availability to work a standard 8-hour shift, Monday through Friday
**Preferred Qualifications:**
* Experience working in a customer-facing role, preferably in a healthcare or insurance setting
* Knowledge of Medicaid and Qualified Health Plans
* Familiarity with CRM software and other State systems
* Strong communication and problem-solving skills
* Ability to work in a fast-paced environment and meet productivity standards
* Bilingual or multilingual skills a plus
**Skills and Competencies:**
* Excellent communication and interpersonal skills
* Strong problem-solving and analytical skills
* Ability to work independently and as part of a team
* Strong attention to detail and organizational skills
* Ability to adapt to changing priorities and deadlines
* Strong customer service skills, with a focus on delivering high-quality service
**Career Growth Opportunities and Learning Benefits:**
* arenaflex offers a comprehensive training program to ensure you have the skills and knowledge needed to succeed in this role
* Opportunities for career growth and advancement within the company
* Ongoing training and development to stay up-to-date on MHC policies and procedures
* Collaborative and supportive work environment
**Work Environment and Company Culture:**
* arenaflex is committed to creating a positive and inclusive work environment that values diversity and promotes work-life balance
* Our team is passionate about delivering exceptional customer service and making a difference in the lives of Maryland consumers
* We offer a flexible and remote work arrangement, allowing you to work from the comfort of your own home
* arenaflex is an equal opportunity employer, committed to hiring and retaining a diverse and talented workforce
**Compensation, Perks, and Benefits:**
* Competitive hourly rate of $16.63 per hour
* Comprehensive benefits package, including 401(k), dental insurance, health insurance, and vision insurance
* Work from home arrangement
* Opportunities for career growth and advancement within the company
* Ongoing training and development to stay up-to-date on MHC policies and procedures
**Training and Onboarding:**
* Training Start Date: October 2, 2024
* Training Hours:
+ 9:00 am-5:30 pm EST, M-F (Day 1-7)
+ 9:00 am-5:30 pm EST M-F (Day 8-15)
* Nesting is 4 weeks:
+ 9:00 am-5:30 pm EST
**How to Apply:**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service to Maryland consumers, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will be in touch to schedule an interview.