Experienced Customer Service Advocate - National Remote

At arenaflex, we're simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us and start doing your life's best work.

About arenaflex

arenaflex is a leading health care organization dedicated to improving the lives of individuals and communities. We're committed to creating a healthier world by providing innovative solutions, promoting health care literacy, and advocating for the needs of our members. Our mission is to help people live healthier lives and make the health system work better for everyone.

Job Summary

As an Experienced Customer Service Advocate at arenaflex, you'll play a vital role in building trust with our members by providing exceptional service and support. You'll be the single point of contact for members enrolled in our benefit plans, addressing their questions and concerns related to medical, vision, dental, pharmacy, and other health care benefits. This is an inbound/outbound phone role that also handles inbound chats and secure messaging.

Primary Responsibilities

* Listen actively and ask appropriate questions to identify specific questions or issues, and document inquiries from members regarding medical, vision, dental, pharmacy plan details, plan/program eligibility, and medical claims.

• Use multiple databases, tools, and partnerships to refer and enroll members to appropriate internal specialists and programs based on their needs.
• Interpret and translate clinical/medical terminology and coding to assist members with managing cost using simple language.
• Adapt to communicated changes in process, policy, and guidelines quickly at site and enterprise level.
• Educate members about the fundamentals of health care benefits and plans.
• Assist members to maximize use of community services, support programs, and resources available.
• Meet performance goals established for the position in efficiency, call quality, customer satisfaction, first call resolution, schedule adherence, and attendance.

Key Skills and Competencies

* Excellent verbal and written communication skills

• Active listening and negotiation skills
• Empathy and sensitivity in dealing with members' concerns and issues
• Patience and resilience in handling complex and high-pressure situations
• Agility and flexibility in adapting to changing processes and policies
• Conflict resolution and cultural sensitivity skills
• Effective time and resource management
• Disability and diversity awareness

Required Qualifications

* 1+ year of experience in a customer service environment

• Must be 18 years of age or older
• Ability to work Monday - Friday during our normal business hours of 8:30am - 5:00pm and 12:30pm - 9:00pm CST. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

* 2+ years of experience in a customer service environment

• Part of arenaflex Benefit Operations and Experience
• Experience in a health care insurance environment

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 an arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service.

Compensation and Benefits

* Hourly range for California / Colorado / Connecticut / Nevada / New York / New Jersey / Washington / Rhode Island residents is $16.00 - $31.44 per hour.

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

* arenaflex is a dynamic and inclusive organization that values diversity and promotes a healthy work-life balance.

• Our team is passionate about making a difference in the lives of our members and the communities we serve.
• We're committed to creating a culture of empathy, respect, and open communication.

Career Growth Opportunities and Learning Benefits

* arenaflex offers a range of training and development programs to help you grow and advance in your career.

• Our team is dedicated to supporting your professional growth and providing opportunities for advancement.
• You'll have access to a range of learning resources, including online courses, workshops, and mentorship programs.

How to Apply

If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding career opportunity, apply now to join our team as an Experienced Customer Service Advocate at arenaflex. Apply for this job