Experienced Customer Service Representative – Remote Full-Time Position with Comprehensive Benefits and Career Growth Opportunities

Introduction to Arsenault and Our Mission

Arsenault is a rapidly growing national quality improvement and care management organization dedicated to ensuring that over 20 million people receive the right care, at the right time, in the right setting. We are a people-focused, mission-driven company that strives to improve lives through healthcare quality and clinical expertise. Our team is passionate about making a real difference in the lives of individuals across the country, and we are committed to providing our employees with the training and support they need to do the best work of their careers.

About the Role

We are seeking an experienced Customer Service Representative to join our team in a fully remote, full-time position. As a Customer Service Representative, you will provide exceptional customer service support to our Review Team, interacting with beneficiaries and providers via our helpline, creating and proofreading letters, and maintaining timely and accurate records. This role requires strong decision-making skills, particularly in regards to complex appeals, and the ability to work independently and as part of a team.

Key Responsibilities

• Provide exceptional customer service to beneficiaries and providers via phone, email, and mail, responding to inquiries and resolving issues in a timely and professional manner.
• Create, format, and proofread letters and other correspondence, ensuring accuracy, clarity, and timeliness.
• Maintain accurate and up-to-date records, including medical records and notices, and ensure compliance with regulatory requirements.
• Foster effective working relationships with internal and external customers, including beneficiaries, providers, and other stakeholders.
• Participate in quality improvement initiatives, identifying areas for potential improvement and implementing changes to enhance customer service and operational efficiency.
• Utilize internal quality control tools to assess individual work and team processes, ensuring continuous improvement and high-quality results.

Essential Qualifications

To be successful in this role, you will need:

• A high school diploma or equivalent, with post-high school business courses or medical terminology experience desirable.
• Excellent verbal and written communication skills, with a courteous and patient demeanor, and the ability to maintain composure under potentially stressful situations.
• Good grammar, punctuation, spelling, and written communication skills, with the ability to create clear and concise correspondence.
• Customer-focused, results-oriented, and capable of building and maintaining relationships with internal and external customers.
• General knowledge of PC-based computer systems, with the ability to learn additional software packages as needed.
• Ability to multi-task, prioritize assignments, and work independently, with good organizational skills and attention to detail.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Two to three years of clerical experience, including word processing, filing systems, and telephone customer service responsibilities.
• Prior work in a healthcare setting or medical terminology experience, with knowledge of healthcare regulations and compliance requirements.
• Previous data entry or other clerical experience, with proficiency in software packages such as Microsoft Office.

Career Growth Opportunities and Learning Benefits