Experienced Special Needs Customer Advisor – National Remote

At arenaflex, we're simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. As a Special Needs Customer Advisor, you'll play a vital role in serving and managing special needs for our members and/or their family members. When you join our team, you'll have the opportunity to deliver an extraordinary experience to family members who need an ally. Our highly skilled team of Care Advisors is dedicated to fast-tracking resolutions and serving as an ongoing resource to provide guidance and community resources during key transition times throughout the family's journey.

About arenaflex

arenaflex is a leading healthcare company that's committed to helping people live healthier lives and making 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. Our mission is to help people achieve their best health, and we're dedicated to creating a healthier atmosphere by promoting diversity, equity, and inclusion.

Job Summary

As a Special Needs Customer Advisor, you'll provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs. You'll serve as an ongoing point of contact for members, primarily via the phone channel, delivering compassionate support and creating a memorable, positive experience. You'll also create and build ongoing relationships with others, including both members and teammates, and make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.

Key Responsibilities

* Provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.

• Serve as an ongoing, point of contact for members, primarily via the phone channel (may also use email, chat, text), delivering compassionate support to members, creating a memorable, positive experience.
• Create and build ongoing relationships with others, including both members and teammates.
• Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.
• Consistently follow through on commitments and framing realistic expectations for members.
• Plan, prioritize, organize, and complete work to meet established objectives for our families.
• Responsible for managing project time to ensure follow-up and outreach work is completed in a timely manner.
• Families served include a range of low, moderate, and high needs as determined by clinical needs, financial impacts, and/or level of escalation.
• Process includes outreach calls to initiate contact with members referred by executives and partners.
• Responsible for maintaining accurate family counts on our documentation platform.
• Focus on teamwork and fostering a strong team environment through activities, including mentoring and acting as a resource for colleagues.
• Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for the member.
• Determine appropriate referrals to other programs/services as needed with or without technology guidance.
• Responsible for providing high-quality member experience as reflected in post-contact surveys and member feedback.

Essential Qualifications

* High School Diploma / GED or equivalent work experience

• 1+ years of experience helping, resolving, or advocating on behalf of members or customers
• Experience using a computer and Microsoft Office, including Microsoft Word (create correspondence and work within templates), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (email and calendar management)
• Ability to work 40 hours per week, Monday through Friday, from 9:45am – 6:15pm CST, within our Family Engagement Center. It may be necessary, given the business need, to work occasional overtime.
• Must be 18 years of age or older

Preferred Qualifications

* 1+ years of A4Me or 3+ months of Quick Assist experience

• Claims processing experience
• Experience providing care for children with special needs
• Experience within a member-focused healthcare environment
• Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non-profit agencies)

Telecommuting Requirements

* 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.

Compensation and Benefits

* California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington, or Rhode Island residents: The hourly range is $18.80 - $36.78 per hour.

• Pay is based on several factors, including but not limited to education, work experience, certifications, etc.
• In addition to your salary, UnitedHealth Group 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).

Work Environment and Company Culture

* arenaflex is a dynamic and fast-paced work environment that requires agility and flexibility to excel.

• Our company culture is built on the principles of diversity, equity, and inclusion, and we're committed to creating a healthier atmosphere by promoting these values.
• We're a team-oriented organization that values collaboration, innovation, and continuous learning.

Career Growth Opportunities and Learning Benefits

* arenaflex offers a range of career growth opportunities and learning benefits, including professional development programs, mentorship, and coaching.

• We're committed to helping our employees achieve their best health and well-being, both personally and professionally.

How to Apply

If you're passionate about helping individuals and families with special needs, and you're looking for a challenging and rewarding career opportunity, we encourage you to apply for this role. Please visit our website to learn more about arenaflex and our mission to help people live healthier lives. Apply for this job