Experienced Outbound Customer Service Advocate II – Transformative Member Experience Specialist at arenaflex
At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences to our 28 million members. As a Customer Care professional, you'll play a pivotal role in shaping the future of healthcare by providing top-notch support to our members and providers. Join our dynamic team and discover a fresh perspective on workplace flexibility, where you'll have the freedom to thrive in a supportive and inclusive environment.
About arenaflex
arenaflex is a diversified, national organization that's committed to making a meaningful difference in the lives of our members. With a strong focus on innovation, quality, and customer satisfaction, we're constantly pushing the boundaries of what's possible in the healthcare industry. Our team is passionate about delivering exceptional experiences, and we're looking for like-minded individuals who share our vision.
Job Summary
As an Outbound Customer Service Advocate II, you'll be responsible for delivering education and information to members and/or providers on behalf of the customer service team. You'll facilitate outbound calls to provide timely, accurate, and personalized support, ensuring a seamless experience for our members and providers. This is an exciting opportunity to join a dynamic team and make a real impact on the lives of our members.
Key Responsibilities
* Reaches out to members and/or providers for educational or informational purposes to help support solutions or concerns.
- Escalates calls in the event providers are unable to deliver solutions.
- Serves as the front-line support on various member and/or provider inquiries, requests, or concerns.
- Assists with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers.
- Maintains performance and quality standards based on established contact center metrics.
- Expands knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility).
- Documents information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
- Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance.
- Performs other duties as assigned.
- Complies with all policies and standards.
Essential Qualifications
* High School diploma or GED required.
- 1-2 years of related experience in a contact center environment preferred.
- May require vocational or technical education in addition to prior work experience.
- Vocation or technical education may include additional on-the-job training or continuous learning education.
- Bilingual – Spanish preferred.
Preferred Qualifications
* Experience in a healthcare or customer service environment.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced, dynamic environment.
- Proficiency in CRM applications.
- Basic knowledge of healthcare policies and procedures.
Skills and Competencies
* Excellent communication and interpersonal skills.
- Strong problem-solving and analytical skills.
- Ability to work in a team environment.
- Proficiency in CRM applications.
- Basic knowledge of healthcare policies and procedures.
- Strong customer service skills.
- Ability to adapt to changing priorities and deadlines.
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:
- On-the-job training and coaching.
- Continuous learning education and professional development opportunities.
- Career advancement opportunities within the company.
- Mentorship programs and peer support.
Work Environment and Company Culture
arenaflex is a dynamic and inclusive organization that values diversity and promotes a culture of respect and empathy. We offer a range of benefits and perks, including:
- Competitive pay and benefits package.
- Flexible work arrangements, including remote, hybrid, field, or office work schedules.
- Comprehensive health insurance and 401K plan.
- Tuition reimbursement and paid time off.
- Opportunities for professional development and career advancement.
Compensation and Benefits
arenaflex offers a comprehensive benefits package, including:
- Competitive pay: $17.17 - $26.97 per hour.
- Comprehensive health insurance.
- 401K plan with company match.
- Tuition reimbursement.
- Paid time off plus holidays.
- Flexible work arrangements.
- Opportunities for professional development and career advancement.
Equal Opportunity Employer
arenaflex is an equal opportunity employer that is committed to diversity and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
How to Apply
If you're passionate about delivering exceptional customer experiences and making a real impact on the lives of our members, we want to hear from you! Apply now to join our dynamic team and discover a fresh perspective on workplace flexibility. Apply Job! Apply for this job