Experienced Customer Experience Representative – Mental Health Services and GuidanceResources

Join arenaflex, the world's largest provider of mental health services and GuidanceResources, as we revolutionize the way people access and experience care. At arenaflex, we're on a mission to empower individuals and organizations to lead healthier and more productive lives. As a Customer Experience Representative, you'll play a vital role in delivering exceptional service to our healthcare providers and clients, ensuring complete client satisfaction and driving organizational excellence.

About arenaflex

arenaflex is the world's largest provider of mental health services and GuidanceResources, serving over 78,000 organizations and 163 million individuals across 200 countries. Our comprehensive approach to care, fueled by relentless innovation, has earned us a reputation as a trusted partner in the industry. With a commitment to diversity and inclusion, we celebrate the unique perspectives and experiences that make our team stronger.

Job Summary

We're seeking an experienced Customer Experience Representative to join our team in a call center environment. As a key liaison between arenaflex and our healthcare providers and clients, you'll be responsible for effectively resolving customer issues, complaints, and inquiries, ensuring complete client satisfaction. If you're passionate about delivering exceptional service, have a strong understanding of behavioral health, and are committed to driving organizational excellence, we want to hear from you.

Primary Responsibilities

* Gain a deep understanding of Employee Assistance Programs and Managed Care products, and transfer that knowledge into satisfying our caller's needs and concerns

• Allow the caller to express their needs, concerns, and questions without interruption, actively listening to identify and respond to their needs while remaining empathetic and assuring in matters of behavioral health
• Read, comprehend, and explain behavioral health benefits in a clear, concise, and professional manner
• Respond to calls by providing correct benefit and status information while remaining professional and empathetic at all times, including transferring or referring the caller to the appropriate department within arenaflex or conferencing the call with an outside party
• Maintain consistently:

+ An average call time of less than 4 minutes + After-call work under 3 minutes + Abandonment rate below 3% + Resolve customer issues while remaining professional on the phone and end the call with the arenaflex close

• Document calls efficiently with detail into our software database
• Identify and research claim errors and appropriately send written adjustments to the Claims Department
• Establish and maintain strong relationships with Guidance Resources Unit, Care Management, and Network Services team members within arenaflex
• Partner with other customer service and claim team members to respond quickly to customer needs consistently and positively, fostering a team environment
• Other duties as assigned

Essential Qualifications

* High School Diploma required

• Bi-lingual Spanish preferred
• Customer service inbound call center experience required; experience in insurance, benefits, healthcare, or human resources preferred
• Knowledge of CPT/ICD-9 preferred
• Stable work history required
• Computer literacy in Microsoft Office Suite required

Preferred Qualifications

* Bachelor's degree in a related field (e.g., psychology, social work, business)

• Experience working in a mental health or behavioral health setting
• Certification in a related field (e.g., Certified Customer Service Representative, Certified Mental Health Professional)

Benefits and Perks

* Full benefits package, including: + Paid Time Off (PTO) + Medical, dental, and vision insurance + 401(k) with match + Robust Employee Assistance Program (EAP) + Wellness program + And much more!

Work Environment and Company Culture

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. Our team is passionate about delivering exceptional service and driving organizational excellence. We celebrate diversity and are an equal opportunity employer, welcoming applicants from all backgrounds.

Career Growth Opportunities and Learning Benefits

As a Customer Experience Representative at arenaflex, you'll have opportunities to grow and develop your skills, including:

• Ongoing training and development programs
• Mentorship and coaching from experienced team members
• Opportunities for advancement within the company
• Access to industry-leading tools and technologies

How to Apply

If you're passionate about delivering exceptional service, have a strong understanding of behavioral health, and are committed to driving organizational excellence, we want to hear from you. Apply now to join our team at arenaflex! Apply Now! Apply for this job