Experienced Customer Service Representative – Well-being Support (Remote, $15/hour)

Join arenaflex, a leading provider of innovative health management solutions, in a dynamic role that combines customer service expertise with a passion for well-being. Are you a customer service professional with a knack for delivering exceptional experiences and a genuine interest in helping others achieve their well-being goals? Do you thrive in a fast-paced, remote work environment where no two days are ever the same? If so, we invite you to explore this exciting opportunity to join arenaflex's ASHCare Member Support team as a Customer Service Representative – Well-being Support.

About arenaflex

arenaflex is a pioneering organization dedicated to revolutionizing the way people approach their health and well-being. Our innovative solutions and programs empower individuals to take control of their lives, achieve their goals, and live their best selves. As a leading provider of health management services, we're committed to delivering exceptional experiences that exceed our members' expectations.

Job Summary

As a Customer Service Representative – Well-being Support, you'll play a vital role in providing top-notch support to our members who are seeking or utilizing our Health Management programs. Your primary responsibilities will include:

• Responding to telephone calls from members, health plans, and employer groups in a professional, accurate, timely, and courteous manner
• Demonstrating in-depth knowledge and understanding of all arenaflex products and programs through consistent proficiency in quality, quantity, and responsiveness
• Ascertaining the nature of each contact and recording information in the appropriate system
• Providing accurate answers to member inquiries by following standard policies and procedures
• Interacting in a positive, respectful manner and establishing and maintaining cooperative working relationships with internal and external customers
• Utilizing defined criteria to determine member qualification for Health Management programs
• Coordinating collection of necessary information, including member co-pays or payments when necessary
• Coordinating access to Health Management coaches when clinical advice or information is necessary to support the member
• Analyzing information, problems, issues, situations, and procedures to develop effective solutions to ensure member satisfaction with the Health Management programs

Responsibilities

* Receives and responds to telephone calls from members, health plans, and employer groups

• Demonstrates knowledge and understanding of all arenaflex products and programs through consistent proficiency in quality, quantity, and responsiveness
• Responsive to customer contacts in a professional, accurate, timely, and courteous manner
• Ascertains the nature of the contact and records information in the appropriate system
• Provides accurate answers to member inquiries by following standard policies and procedures
• Interacts in a positive, respectful manner and establishes and maintains cooperative working relationships with internal and external customers
• Utilizes defined criteria to determine member qualification for Health Management programs
• Coordinates collection of necessary information, including member co-pays or payments when necessary
• Coordinates access to Health Management coaches when clinical advice or information is necessary to support the member
• Coordinates appointment scheduling for applicable Health Management programs and initiates appointments on behalf of Health Management coaches
• Forwards documentation to Research Team for follow up if inquiry requires additional action
• Analyzes information, problems, issues, situations, and procedures to develop effective solutions to ensure member satisfaction with the Health Management programs
• Researches unique questions using all available resources. Refers difficult issues to Supervisor for appropriate answers
• Handles all issues requiring additional action within the necessary timeframes
• Manages time to ensure calls are answered within required timeframes and appropriate follow up is conducted in a timely manner
• Exercises strict confidentiality in all matters relating to the member experience with arenaflex
• Attends and participates in employee and other meetings to discuss issues and foster teamwork among department personnel
• Places outbound outreach calls to members who were referred to the program by Health Advocates, DM, or another identified referral source when requested

Qualifications

* High school diploma or equivalent required

• Minimum 1 year Customer Service experience; with at least 6 months Customer Service experience in an inbound Customer Service Call Center servicing members
• Experience in healthcare preferred
• Basic experience with MS Office

Core Competencies

* Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships

• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment
• Ability to effectively organize, prioritize, multi-task, and manage time
• Demonstrated accuracy and productivity in a changing environment with constant interruptions
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions
• Ability to exercise strict confidentiality in all matters

Mobility

* Primarily sedentary, able to sit for long periods of time

Physical Requirements

* Ability to speak, see, and hear other personnel and/or objects

• Ability to communicate both in verbal and written form
• Ability to travel within the facility
• Capable of using a telephone and computer keyboard
• Ability to lift up to 10 lbs

Environmental Conditions

* Work-from-home (WFH) environment

Compensation and Benefits

* Starting pay at $15/hour with potential of $16/hour within first year, plus merit

• Additional bonus opportunities based on meeting Key Job Accountabilities (KJA) after 6, 12, and 24 months
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for career growth and professional development

Equal Employment Opportunity

arenaflex is an Equal Opportunity/Affirmative Action Employer. We are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We welcome applications from qualified individuals of all backgrounds and perspectives.

Accommodations

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

Pay Transparency

arenaflex will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

How to Apply

If you're a motivated and customer-focused individual with a passion for well-being, we encourage you to apply for this exciting opportunity to join arenaflex's ASHCare Member Support team. Please visit our career center to submit your application and join our team of dedicated professionals who are making a difference in the lives of our members. Apply for this job