Experienced Outbound Customer Service Advocate II – Member Engagement and Support

At arenaflex, we're dedicated to transforming the lives of our 28 million members by providing exceptional customer care experiences. As a Customer Care professional, you'll have the opportunity to make a meaningful impact while enjoying a fresh perspective on workplace flexibility. Join our team and discover a career that's as dynamic as it is rewarding.

About arenaflex

arenaflex is a diversified, national organization that's passionate about delivering innovative solutions to the healthcare industry. With a commitment to excellence and a focus on member satisfaction, we're constantly pushing the boundaries of what's possible. Our team is comprised of talented individuals who share a common goal: to provide exceptional care and support to our members.

Job Summary

As an Outbound Customer Service Advocate II, you'll play a critical role in delivering education and information to members and providers on behalf of our customer service team. Your primary responsibilities will include facilitating outbound calls to provide timely, accurate, and personalized support, as well as escalating calls when necessary. You'll also serve as the front-line support for various member and provider inquiries, requests, or concerns.

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

• 1-2 years of related experience
• 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
• Experience in a contact center environment preferred

Preferred Qualifications

* Bilingual - Spanish preferred

• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and meet performance and quality standards
• Proficiency in CRM applications and other software systems
• Strong problem-solving and analytical skills

Skills and Competencies

* Excellent communication and interpersonal skills

• Ability to work in a fast-paced environment and meet performance and quality standards
• Strong problem-solving and analytical skills
• Proficiency in CRM applications and other software systems
• Ability to adapt to changing priorities and deadlines
• Strong customer service skills and a commitment to member satisfaction

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As an Outbound Customer Service Advocate II, you'll have access to a range of training and development opportunities, including:

• On-the-job training and coaching
• Continuous learning education and professional development
• Opportunities for advancement and career growth
• A comprehensive benefits package that includes competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity and promotes a culture of excellence. Our team is comprised of talented individuals who share a common goal: to provide exceptional care and support to our members. As an Outbound Customer Service Advocate II, you'll be part of a collaborative and supportive team that's dedicated to making a difference.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive benefits package that includes:

• Competitive pay: $17.17 - $26.97 per hour
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• A flexible approach to work with remote, hybrid, field or office work schedules
• Opportunities for advancement and career growth
• A comprehensive training and development program

Equal Opportunity Employer

arenaflex is an equal opportunity employer that's 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.

Qualified Applicants with Arrest or Conviction Records

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act.

How to Apply

If you're a motivated and customer-focused individual who's passionate about delivering exceptional care and support, we encourage you to apply for this exciting opportunity. Please visit our website to learn more and submit your application. Apply Job! Apply for this job