Customer Service Representative (Remote)

+1 more | Remote
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Based on the evolving situation with Covid-19 we are mostly remote, this includes the hiring process. We are in the process of moving to a hybrid of onsite and remote with some positions remaining 100% remote.
Why This Role Is Important To Arcadia
Our Customer Service Representatives are responsible for answering the phones in a timely manner, being a skilled problem solver, have the ability to work well with others along with meeting set quality standards. Be courteous and professional while providing information to callers. Plus additional projects and assistance with mailing projects as needed.
What Success Looks Like
In 3 month- Knowledge and understanding of all systems used in Client Services.- Listen to incoming calls- Perform outbound calls / training- Perform outbound communication through email / training- Handle incoming calls with guidance
In 6 months- Handle incoming calls independently- Perform navigation through all systems used in Client Services- Achieve quality and AHT departmental goals
In 12 months- Work on special projects when needed- Handle returned calls and voicemails- Work towards SME of Customer Service
What You'll Be Doing
    • Assuring the accurate and timely handling of client and member calls with total follow through
    • Providing excellent customer service
    • Answering client and provider questions including, but not limited to claims payment, status and coverage information
    • Interpreting client health plan protocol
    • Backup to the claims processing area by assisting with reports and workflow queues as assigned
    • Check tracer documentation
    • Maintaining accurate and complete call documentation
    • Maintaining high level of professionalism
    • Returning incoming calls
    • Other duties as assigned

What You'll Bring
    • 1 to 3 years customer service experience, preferable in the healthcare field
    • Health Care/Health insurance background preferred
    • Experience with BCBS HMOI or other insurance plans a plus
    • Use of multiple systems including Microsoft Office
    • Excellent verbal and written communication skills
    • Good attention to detail and commitment to quality
    • Positive mental attitude
    • Ability to multi-task
    • Deadline oriented
    • Ability to work independently with minimal supervision

Would Love For You To Have
    • HMO Managed care Medicare Advantage experience.
    • High volume call center experience.
    • Fluent in English and Spanish

What You Get
    • The chance to work on a tight-knit team, that is supportive of one another
    • Be a part of a mission driven company that is transforming the healthcare industry by changing the way patients receive care
    • A flexible, remote friendly company with personality and heart
    • Employee driven programs and initiatives for personal and professional development
    • Be a member of the Arcadian and Barkadian Community

About Arcadia
Arcadia.io helps innovative healthcare systems and health plans around the country transform healthcare to reduce cost while improving patient health. We do this by aggregating massive amounts of clinical and claims data, applying algorithms to identify opportunities to provide better patient care, and making those opportunities actionable by physicians at the point of care in near-real time. We are passionate about helping our customers drive meaningful outcomes. We are growing fast and have emerged as the market leader in the highly competitive population health management software and value-based care services markets, and we have been recognized by industry analysts KLAS, IDC, Forrester and Chilmark for our leadership. For a better sense of our brand and products, please explore our website , our online resources , and our interactive Data Gallery .
This position is responsible for following all Security policies and procedures in order to protect all PHI under Arcadia's custodianship as well as Arcadia Intellectual Properties. For any security-specific roles, the responsibilities would be further defined by the hiring manager.
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Candidate Location Eligibility:
Boston, MA

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • ElixirLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Angular.JSFrameworks
    • DockerFrameworks
    • GraphQLFrameworks
    • HadoopFrameworks
    • KafkaFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • HiveDatabases
    • MongoDBDatabases
    • NoSQLDatabases
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • HadoopDatabases
    • SQLDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • PixelmatorDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • HubspotEmail
    • HubspotLead Gen

An Insider's view of Arcadia

How has your career grown since starting at the company?

When I first came to Arcadia, I was the only person in my department, filling a brand-new role. In my 8 years here, my career has grown rapidly. I am now a Sr Manager of a department of 9, building the auditing program from the ground up and am known as a go-to person within the Value Based Care Services

Beth

Director, Contractual Oversite and Performance

How do you make yourself accessible to the rest of the team?

It's as easy as making time. I meet with my team members for one on ones to understand where their stressors are. Sometimes it's personal and I support with flexibility, time, or PeopleOps other times it's professional and these I tactically work with the team to coach or intervene.

Geo

Director, Engineering

What are Arcadia Perks + Benefits

Arcadia Benefits Overview

We offer industry leading benefits including unlimited vacation that Arcadians are able to use to ensure their work life balance.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

At Arcadia we create programs and opportunities that allow connection with one another and bridge the work from home gap. We host themed events, contests with prizes, and provide resources for shared personal and professional interests.

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