Experienced Full Stack Customer Service Advocate – Remote Healthcare Support

At arenaflex, we're dedicated to revolutionizing the healthcare industry by providing exceptional customer service to our patients and members. As a key member of our remote team, you'll play a vital role in delivering top-notch support through various call campaigns, ensuring seamless interactions with patients, health plans, and providers. If you're passionate about delivering outstanding customer experiences and thrive in a dynamic, fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a leading healthcare organization committed to transforming the way patients receive care. With a focus on innovation, collaboration, and customer-centricity, we strive to create a better healthcare experience for all. Our team of dedicated professionals is passionate about making a difference, and we're excited to welcome like-minded individuals to join our mission.

Job Summary

As an Experienced Full Stack Customer Service Advocate, you'll be responsible for delivering exceptional customer service through various call campaigns, ensuring seamless interactions with patients, health plans, and providers. You'll be the face of arenaflex, promoting a positive image of our organization and department in all aspects of communication and contact. If you're a customer service rockstar with a passion for healthcare, we want to hear from you!

Key Responsibilities

* Conduct outbound member calls to support various call campaigns, including: + Attribution – PCP confirmation or assist member to select PCP + Disruption – notify patient of health plan termination and assist with connecting to a broker + Appointment scheduling – assisting patient to schedule annual wellness visit + Medication adherence – discussing medication supply and connecting to health plan to enroll in mail order delivery

• Conduct 3-way calls with patients and health plans for attribution call campaigns
• Handle member inbound calls to address inquiries for Medicare FFE members for providers enrolled in ACO reach
• Complete detailed call documentation for quarterly CMS reporting
• Conduct outbound 'secret shopper' calls to confirm appointment availability at practice locations
• Conduct outbound calls to dialysis centers to confirm required information has been submitted to CMS and capture the date of submission
• Conduct outbound calls within CMS timeframe requirements to notify members of medication approval
• Troubleshoot system/data issues to ensure the correct population is included in the call campaign
• Escalate patient/member concerns appropriately to management
• Maintain a calm demeanor whenever interacting with patients/members
• Adapt and think quickly to respond appropriately to member questions and/or concerns
• Understand target success rate of each call campaign and drive performance to meet expectations
• Complete outbound calls timely and in accordance with performance standards established within the customer service department
• Facilitate communication through the Language Assistance Program (for members who are not English proficient) of the various plans, and/or arrange for interpreter, including interpretive services for the hearing impaired
• Forward calls as appropriate to supervisor or other staff for further response or follow up
• Ensure confidentiality of all hard copy, electronic, and verbal communication, and adhere to organization's policies related to privacy and disclosure

Essential Qualifications

* Minimum of 12 months experience in Customer/Member services or related function in a healthcare organization

• Experience with conducting member outbound calls
• Experience in a managed care environment preferred
• Demonstrated experience and expertise in customer service skills:

+ Excellent verbal and written communication skills + Handling difficult communications with skill to achieve positive outcome + Clear and concise targeted communications focused on the customer

• Bilingual (English/Spanish) preferred

Education/Licensure

* Minimum educational level: high school diploma

• Some college-level coursework preferred

Work Environment and Culture

As a remote team member, you'll enjoy the flexibility of working from the comfort of your own home. Our remote work environment is designed to foster collaboration, innovation, and productivity. You'll be part of a dynamic team that's passionate about delivering exceptional customer experiences and making a difference in the healthcare industry.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our team members grow and develop their skills. You'll have access to regular training exercises, mentorship opportunities, and a comprehensive onboarding program to ensure your success. We also offer a range of benefits, including:

• Competitive salary range: $18.40 - $22.10
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for professional growth and development

How to Apply

If you're a customer service rockstar with a passion for healthcare, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to welcome you to the arenaflex team!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive work environment that values diversity, equity, and inclusion. Apply for this job