Experienced IFP Customer Service Advocate – National Remote Opportunity

At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As an IFP Customer Service Advocate, you will play a crucial role in this mission by assisting customers with their health benefits inquiries. This position allows you to work remotely from anywhere in the U.S., providing you with the flexibility to balance your work and personal life while making a significant impact on the lives of millions.

About arenaflex

arenaflex is a leading health insurance company that is committed to providing innovative solutions to the complex challenges of the healthcare industry. With a focus on simplifying the healthcare experience, we strive to create healthier communities by providing accessible, affordable, and high-quality health insurance plans. Our team of dedicated professionals is passionate about delivering exceptional customer service and making a positive impact on the lives of our members.

Job Summary

As an IFP Customer Service Advocate, you will be responsible for answering incoming calls from customers, addressing their questions about health benefits, and guiding them through the enrollment process for new plans. This role is not just about answering questions; it’s about being an advocate for our customers and ensuring they receive the support they need. You will be working with a vulnerable population that may require additional support, and your ability to multi-task and show compassion will be essential.

Responsibilities

* Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs))

• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Own problem through to resolution on behalf of the customer in real-time or through comprehensive and timely follow-up with the member
• Review and research incoming healthcare claims from members and providers (doctors, clinics, etc) by navigating multiple computer systems and platforms and verifies the data/information necessary for processing (e.g. pricing, prior authorizations, applicable benefits)
• Ensure that the proper benefits are applied to each claim by using the appropriate processes and procedures (e.g. claims processing policies and procedures, grievance procedures, state mandates, CMS/Medicare guidelines, benefit plan documents/certificates)
• Communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding
• Meet the performance goals established for the position in the areas of: efficiency, accuracy, quality, member satisfaction, and attendance

Requirements

* High School Diploma / GED OR equivalent work experience

• Must be 18 years of age OR older
• 2+ years of customer service experience
• Ability to work full-time, Monday - Friday between 7:00am - 6:00pm CST including the flexibility to work occasional overtime given the business need

Nice-to-haves

* Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)

• Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
• Sales or account management experience
• Bilingual fluency in English and Spanish

Benefits

* Comprehensive benefits package

• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

What We Offer

At arenaflex, we are committed to providing a supportive and inclusive work environment that fosters growth and development. As an IFP Customer Service Advocate, you will have the opportunity to:

• Work remotely from anywhere in the U.S. and enjoy a flexible schedule
• Develop your skills and knowledge in a dynamic and fast-paced environment
• Collaborate with a talented team of professionals who are passionate about delivering exceptional customer service
• Make a positive impact on the lives of our members and contribute to the creation of healthier communities
• Enjoy a comprehensive benefits package and competitive compensation

Training and Development

We are committed to providing our team members with the training and development they need to succeed in their roles. As an IFP Customer Service Advocate, you will receive:

• 11 weeks of virtual training to ensure you are well-prepared to take on the challenges of the role
• Ongoing coaching and feedback to help you develop your skills and knowledge
• Opportunities for career development and advancement within the organization

How to Apply

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will be in touch to discuss your qualifications further.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all individuals, regardless of their background, culture, or identity. Apply for this job