Experienced Member Support Experience Agent – Delivering Exceptional Customer Service in a Fully Remote Setting
At arenaflex, we're passionate about making high-quality, affordable healthcare accessible to everyone. As a fast-growing health insurance organization, we're committed to providing exceptional customer service to our members. We're seeking an experienced Member Support Experience Agent to join our team and help us deliver memorable interactions with every member interaction.
About arenaflex
arenaflex is a dynamic and innovative health insurance organization that's dedicated to providing personalized support to our members. Our team is passionate about making a difference in the lives of our members, and we're looking for like-minded individuals to join us on this journey. As a Member Support Experience Agent, you'll be part of a collaborative and supportive team that's committed to delivering exceptional customer service.
Primary Responsibilities
As a Member Support Experience Agent, you'll be responsible for providing first-class customer service to our members, brokers, and clients. Your primary responsibilities will include:
- Responding to member inquiries via phone and arenaflex's proprietary email ticketing system
- Demonstrating strong customer service skills while helping members navigate their medical benefit offerings through arenaflex
- Guiding members through insurance forms such as Summary of Benefits and Coverage (SBC's) and Explanation of Benefits (EOB's)
- Working with medical carriers, pharmacies, and service provider billing and claims departments to help resolve member issues
- Becoming an expert at arenaflex programs, including core products and additional benefits such as the Durable Medical Equipment program, AltCare Plus, Infertility, and arenaflex's Claims process
- De-escalating situations involving dissatisfied members by offering patient, empathetic, and skilled support
- Maintaining customer satisfaction at the core of every decision and task
- Building relationships and engaging members by going the extra mile on every call
- Adhering to arenaflex guidelines, policies, and processes, as well as strict observance of HIPAA regulations and client confidentiality agreements
- Committing to ongoing professional development
- Reporting on member and client trends and feedback on professional development
Requirements
To be successful in this role, you'll need to possess the following skills, experience, and education:
- 3 years or more of experience in a customer-facing role within a call center environment in the health insurance/healthcare industry
- At least 1 year of experience working in a remote environment
- Ability to adapt to rapidly changing requirements with a positive and confident attitude
- Critical thinking skills with intuitive and creative problem-solving abilities
- Ability to learn CRM systems
- Excellent organizational skills, proficient in multi-tasking, and pays close attention to detail
- Expertise in customer service and an organized self-starter
- Ability to confidently request assistance and take direction as needed
- Willingness to work a flexible schedule (if requested)
- Ability to communicate with staff, management, and clients effectively and professionally
- Possesses a customer-first, eager-to-solve-the-issue approach
- Must have a dedicated workspace free from distractions and HIGH SPEED internet
- Ability to continually demonstrate strong writing skills
- Willingness and ability to work effectively, efficiently, and autonomously in a remote setting while staying proactively engaged with the team
- Proficient with Google Suite products (Sheets, Docs, etc.) or equivalents
- Familiarity with medical insurance and medical benefits
- Experience working on multiple platforms and successfully navigating numerous sources of information
Physical Requirements
As a Member Support Experience Agent, you'll spend most of your time working on a computer and communicating with members and clients via phone and email. The physical requirements of this role include:
- Prolonged periods sitting at a desk and working on a computer per day
- Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing
- Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally
- Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone
- Visual ability is sufficient to read and produce printed material and information displayed on a computer screen
Perks and Compensation
As a Member Support Experience Agent at arenaflex, you'll enjoy a range of benefits and perks, including:
- Full-time / Non-exempt / Hourly Position
- Hourly Rate $28.85 hr
- Internet Reimbursement
- Fully Remote Position - Work from the comfort of your own home!
- Monday - Friday schedule with No Weekends!!
- 401(k) plan participation with employer-matched contributions
- Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met
- Voluntary Benefits offered for employees and dependents
Equal Employment Opportunity
arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
How to Apply
If you're passionate about delivering exceptional customer service and making a difference in the lives of our members, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex. Apply for this job