Experienced Behavioral Health Customer Service Advocate, Dedicated Line - arenaflex Health Services - Remote

Join arenaflex Health Services, a division of arenaflex, in driving growth and improving lives by providing exceptional customer service to individuals seeking behavioral health support. As a Behavioral Health Customer Service Advocate, Dedicated Line, you will play a vital role in ensuring that every caller's experience with arenaflex is both efficient and compassionate. If you have a Master's degree and are passionate about making a meaningful impact, we invite you to apply for this rewarding opportunity.

About arenaflex Health Services

arenaflex Health Services creates pharmacy, care, and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people. Our commitment to excellence and customer satisfaction has earned us a reputation as a leader in the industry. Join us in our mission to drive growth and improve lives.

Job Summary

As a Behavioral Health Customer Service Advocate, Dedicated Line, you will be responsible for providing exceptional customer service to individuals seeking behavioral health support. You will work in a fast-paced, dynamic environment, handling inbound calls from members and providers, and utilizing your skills in empathy, active listening, multitasking, and problem-solving to deliver accurate information, exceptional service, and resolution on the first call. You will also work collaboratively with matrix partners and clinical teams to ensure seamless handoffs and timely support.

Key Responsibilities

* Take back-to-back phone calls from members and providers, handling calls that last approximately 8-10 minutes

• Triage and conduct intake for risk of harm and substance use concerns
• Communicate eligibility, assist with scheduling appointments, provide referrals, quote benefits, and advise on authorization requirements
• Utilize resources and independent judgment to deliver accurate information, exceptional service, and resolution on the first call
• Collaborate with matrix partners and coordinate seamless handoffs to clinical teams for timely support
• Navigate multiple systems and applications across multiple screens while on calls (sometimes up to 9 programs at once)
• Work with account-specific VIPs to ensure appropriate support for members
• Provide start-to-finish case ownership with claims by:

+ Explaining how benefits were applied to claims and how claims were processed + Supporting complex case completion and appropriate resolution achieved through any necessary communication + Working with claims examiners to determine appropriate steps in resolution + Communicating with healthcare professionals to clarify and resolve claims issues impacting the member and provider + Reprocessing claims

Requirements

* Master's degree in psychology, social work, or a related field, or Master's degree in another field plus 2+ years of behavioral health experience

• Customer service experience
• Strong time management and multitasking abilities
• Proficiency with typing and PC usage
• Must remain at your workstation while handling calls from a phone queue

Training Schedule

* Monday-Friday, 8:30 AM to 5:00 PM CST

Work Schedule

* Based on business need, a permanent 8-hour shift between 7:00 AM and 7:00 PM CST will be offered

Remote Work Requirements

* If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload

Compensation and Benefits

* Anticipated hourly rate of $24 - $36 per hour, depending on relevant factors, including experience and geographic location

• Eligible to participate in an annual bonus plan
• Comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs
• 401(k) with company match
• Company-paid life insurance
• Tuition reimbursement
• Minimum of 18 days of paid time off per year and paid holidays

Diversity, Equity, and Inclusion

* Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status, or any other characteristic protected by applicable equal employment opportunity laws.

Reasonable Accommodation

* If you require reasonable accommodation in completing the online application process, please email: [email protected] for support.

Tobacco-Free Policy

* The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible.

Apply Now

If you are passionate about making a meaningful impact and improving lives, we invite you to apply for this rewarding opportunity. Join arenaflex Health Services in driving growth and improving lives by providing exceptional customer service to individuals seeking behavioral health support. Apply for this job