Experienced Customer Service Member Outreach Specialist – Health Insurance Engagement and Wellness Promotion

At arenaflex, we're dedicated to building healthier communities together. As a leading healthcare organization, we're committed to providing exceptional care and services to our members. We're seeking an experienced Customer Service Member Outreach Specialist to join our team, playing a vital role in engaging and motivating our members to participate in various programs and services that promote their health and wellbeing.

About arenaflex

arenaflex is a dynamic and innovative healthcare organization that operates a portfolio of health plan products, including Medicare Advantage, Commercial Large Group, and Commercial Large Group PPO and EPO plans. As part of our Integrated Delivery System, we're strategically and operationally aligned with our mission of Building Healthier Communities Together. Our team is passionate about delivering exceptional customer experiences, and we're committed to making a positive impact on the lives of our members.

Job Summary/Purpose

As a Customer Service Member Outreach Specialist, you'll be responsible for performing outbound calls to activate and engage members in various programs and campaigns. You'll use your exceptional customer service skills and motivational interviewing techniques to motivate members to participate in the services and programs offered by arenaflex and our key stakeholders in the community. Your primary goal will be to promote the health and wellbeing of our members, while also ensuring that they receive the support and resources they need to achieve their health goals.

Key Responsibilities

* Perform outbound calls to activate and engage members in various programs and campaigns

• Use exceptional customer service skills and motivational interviewing techniques to motivate members to participate in services and programs
• Document information obtained from members, including follow-up and initial outreach
• Collaborate with internal stakeholders to ensure that members receive the support and resources they need to achieve their health goals
• Develop and maintain relationships with members, providers, and external organizations to promote the health and wellbeing of our members
• Participate in quality improvement initiatives to ensure that our services and programs meet the highest standards of quality and excellence

Essential Qualifications

* High school diploma or equivalent required; Associate's or college degree preferred

• Two (2) years of related work experience in healthcare, customer service, telemarketing, account management, and/or sales required
• One (1) year experience in a call center required
• One (1) year experience equivalent to an SHS Customer Service Rep II role or in a lead/senior role required
• Experience with computers, including knowledge of Microsoft Word, Outlook, and Excel required
• Ability to pass a Criminal Records check upon hire and every three (3) years thereafter

Preferred Qualifications

* Experience working with Medicare, Medicaid, or Special Needs populations preferred

• Medical Assistant, Certified Nursing Assistant, traditional health worker, or community care coordination experience preferred

Skills and Competencies

* Clerical: Knowledge of administrative and clerical procedures and systems, including word processing, managing files and records, and other office procedures and terminology

• Communication: Excellent communication and phone etiquette skills, with the ability to interact with colleagues, providers, members, customers, and external organizations to successfully engage and motivate
• Customer Service: Knowledge of principles and processes for providing an exceptional customer experience, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Computer Literacy: Proficient computer skills in department applications
• Time Management: Ability to organize, plan, and prioritize work to complete within required time frames and to follow-up on pending issues
• Confidentiality: Knowledge of State and Federal (HIPAA) laws pertaining to confidentiality of protected health information, with the ability to comply with laws and maintain confidentiality of patient information

Physical Demands

* Rarely (1 - 10% of the time) + CLIMB - STAIRS + LIFT (Floor to Waist: 0"-36") 0 - 20 Lbs + LIFT (Knee to chest: 24"-54") 0 – 20 Lbs + LIFT (Waist to Eye: up to 54") 0 - 20 Lbs + CARRY 1-handed, 0 - 20 pounds + BEND FORWARD at waist + KNEEL (on knees) + STAND + WALK – LEVEL SURFACE + ROTATE TRUNK Standing + REACH - Upward + PUSH (0 - 20 pounds force) + PULL (0 - 20 pounds force) + SIT + CARRY 2-handed, 0 - 20 pounds + ROTATE TRUNK Sitting + REACH - Forward + MANUAL DEXTERITY Hands/wrists + FINGER DEXTERITY + PINCH Fingers

Work Environment and Company Culture

* arenaflex is a remote position, with the ability to work from home

• We're a dynamic and innovative organization that values collaboration, creativity, and continuous learning
• Our team is passionate about delivering exceptional customer experiences, and we're committed to making a positive impact on the lives of our members
• We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off

Compensation, Perks, and Benefits

* Competitive salary and benefits package, including medical, dental, and vision insurance

• 401(k) matching and paid time off
• Opportunities for professional growth and development, including training and education programs
• Collaborative and dynamic work environment, with a focus on teamwork and continuous learning

How to Apply

If you're a motivated and customer-focused individual who is passionate about promoting the health and wellbeing of our members, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job