Evening Customer Care Associate (Healthcare) at arenaflex

Join arenaflex, a leading provider of health advocacy, navigation, well-being, and integrated benefits programs, as an Evening Customer Care Associate. As a valued member of our team, you will play a critical role in delivering exceptional customer experiences to our members, helping them navigate the complexities of healthcare and achieve the best possible health and well-being.

About arenaflex

arenaflex is the nation's leading provider of health advocacy, navigation, well-being, and integrated benefits programs. For 20 years, we have provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness, or behavioral health need.

Why Work at arenaflex?

At arenaflex, we are committed to creating a work environment that is supportive, inclusive, and empowering. Our employees enjoy helping people every single day, and we provide the training and resources they need to excel in their roles. We have a strong focus on employee growth and development, with many of our supervisors promoted from within the company. Our award-winning team has received numerous accolades, including the National Customer Service Association All-Stars Award: Service Organization of the Year and the Stevie Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries.

Job Summary

As an Evening Customer Care Associate, you will be responsible for assisting members in navigating the healthcare system by answering a variety of incoming calls and responding to members' healthcare questions and issues. You will determine appropriate resolutions to assist members based on their needs, transfer calls outside of your scope of responsibility to appropriate internal or external resources, and verify/collect demographic information and update in the appropriate system.

Key Responsibilities

* Service Functions: + Assist members in navigating the healthcare system by answering a variety of incoming calls and responding to members' healthcare questions and issues while ensuring adherence to department and corporate policies and procedures. + Connect with members by phone and quickly develop a rapport to help the individual navigate their benefit choices and options. + Determine appropriate resolutions to assist members based on their needs. + Transfer calls outside of your scope of responsibility to appropriate internal or external resources. + Process calls in specific queues (e.g., triage, biometric, etc.) based on assignment. + Verify/collect demographic information and update in the appropriate system. + Follow-up with members, providers, insurance carriers, and other vendors ensuring adherence to established policies. + Exercise exceptional customer service skills in an effort to optimize each contact with the member. + Ensure that calls are processed in strict adherence to established policies, procedures, quality standards, and applicable federal laws and regulations.

• Research Assistance:

+ Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner. + Follow research through until resolution. + Document all issues thoroughly maintaining department files. + Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services. + Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels.

• Team Interfaces/Customer Service:

+ Establish and maintain a professional relationship with internal/external customers, team members, and department contacts. + Cooperate with team members to meet goals or to complete tasks. + Provide quality customer service that exceeds customer expectations and improves the level of service being provided. + Treat all internal/external customers, team members, and department contacts with dignity and respect. + Escalate to supervisor any situation outside of your control that could adversely impact the services being provided.

Requirements

* High School Diploma or G.E.D.

• Associate's degree from an accredited college or university with major coursework in business administration, liberal arts, healthcare, or a related field preferred.
• Minimum of one year customer service experience required.
• Basic knowledge of MS Word and Excel required.
• Must score acceptably on job-related testing.
• Ability to pass standardized interview.

What We Offer

* Comprehensive new-employee training program to help you develop the knowledge and skills that will set you up for success in your role and in supporting our members.

• Robust medical coverage, as well as dental and vision benefits.
• Tuition assistance.
• 401(k) savings plan with company match.
• Paid time off (PTO).
• Paid holidays.
• Employee Assistance Programs.
• Wellness Programs.

Work Environment and Culture

* Work from home as a full-time associate, delivering a positive experience that solves members' needs and challenges.

• Flexible scheduling with the ability to work any of our 8.5 hour shift schedules during our normal business hours of 8:00 am - 10:00 pm EST.
• Collaborative and supportive work environment with a focus on employee growth and development.
• Opportunities for career advancement and professional growth.

Pay and Benefits

* Starting at $18/hour.

• Comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) savings plan with company match, paid time off (PTO), paid holidays, Employee Assistance Programs, and Wellness Programs.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website at [insert website URL] to learn more about arenaflex and our available positions. Apply for this job