Experienced Outbound Customer Service Advocate II – Member and Provider Support Specialist

At arenaflex, we're on a mission to revolutionize the way we deliver healthcare services to our 28 million members. As a Customer Care professional, you'll play a vital role in shaping the experience of our members and providers, ensuring they receive timely, accurate, and personalized support. If you're passionate about delivering exceptional customer service and making a meaningful impact, we want to hear from you!

About arenaflex

arenaflex is a diversified, national organization that's committed to diversity and values the unique perspectives and experiences of our employees. We believe that a fresh perspective on workplace flexibility is essential to creating a work environment that's inclusive, supportive, and empowering. As a Customer Care professional, you'll have access to competitive benefits, including a comprehensive benefits package, tuition reimbursement, paid time off, and a flexible approach to work with remote, hybrid, field, or office work schedules.

Job Summary

We're seeking an experienced Outbound Customer Service Advocate II to join our team in California. As a key member of our customer service team, you'll be responsible for delivering education and information to members and/or providers on behalf of the customer service team. Your primary focus will be on facilitating outbound calls to provide providers with timely, accurate, and personalized support. If you're a motivated and results-driven individual with a passion for customer service, we encourage you to apply for this exciting opportunity.

Key Responsibilities

As an Outbound Customer Service Advocate II, you'll be responsible for:

• Reaching out to members and/or providers for educational or informational purposes to help support solutions or concerns
• Escalating calls in the event providers are unable to deliver solutions
• Serving as the front-line support on various member and/or provider inquiries, requests, or concerns
• Assisting with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims-related outreach with providers
• Maintaining performance and quality standards based on established contact center metrics
• Expanding 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)
• Documenting information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remaining up-to-date and adhering to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
• Performing other duties as assigned
• Complying with all policies and standards

Essential Qualifications

To be successful in this role, you'll need:

• A High School diploma or GED
• 1 – 2 years of related experience in a contact center environment
• 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
• 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
• Ability to maintain confidentiality and handle sensitive information

Preferred Qualifications

While not required, we prefer candidates with:

• Bilingual skills in Spanish
• Experience in a healthcare or insurance industry
• Knowledge of customer relationship management (CRM) applications
• Familiarity with quality standards, regulation, and policies related to customer service

Compensation and Benefits

arenaflex offers a comprehensive benefits package, including:

• Competitive pay: $17.50 - $27.50 per hour
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• Flexible approach to work with remote, hybrid, field, or office work schedules
• Total compensation may also include additional forms of incentives

Work Environment and Culture

As a Customer Care professional at arenaflex, you'll be part of a dynamic and supportive team that's committed to delivering exceptional customer service. Our work environment is inclusive, empowering, and flexible, with a focus on work-life balance. We believe in the importance of continuous learning and professional development, and offer opportunities for growth and advancement.

How to Apply

If you're a motivated and results-driven individual with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to our online application portal. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer that's committed to diversity and values the unique perspectives and experiences of our employees. We believe that a diverse and inclusive workplace is essential to creating a work environment that's supportive, empowering, and inclusive. 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. Apply for this job