Experienced Customer Care Associate I - Remote

Join arenaflex's dynamic team and embark on a rewarding career journey as a Customer Care Associate I - Remote! At arenaflex, we're passionate about delivering exceptional customer experiences that make a real difference in people's lives. As a Customer Care Associate I - Remote, you'll play a vital role in providing top-notch support to our members and providers, ensuring they receive the care and services they need to thrive.

About arenaflex

arenaflex is a leading healthcare organization dedicated to helping people get the medicine they need to feel better and live well. Our mission is to provide innovative solutions that improve health outcomes, and we're committed to making a positive impact in the lives of our members and communities.

Job Description Summary

As a Customer Care Associate I - Remote, you'll be the first point of contact for our members and providers, handling a wide range of inquiries and concerns related to eligibility, benefits, claims, and authorization of services. Your primary responsibilities will include:

• Answering incoming calls in a professional and timely manner, actively listening to callers, and probing to determine the purpose of the call
• Researching and articulately communicating information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality
• Resolving customer administrative concerns as the first line of contact, including claim resolutions and other expressions of dissatisfaction
• Assisting in the mentoring and training of new staff
• Assuming full responsibility for self-development and career progression, proactively seeking and participating in ongoing training sessions (formal and informal)
• Comprehensively assembling and entering patient information into the appropriate delivery system to initiate the EAP, Care, and Utilization management programs
• Demonstrating flexibility in areas such as job duties and schedule to aid in better serving members and helping arenaflex achieve its business and operational goals
• Educating providers on how to submit claims and when/where to submit a treatment plan
• Identifying and responding to Crisis calls and continuing assistance with the Clinician until the call has been resolved
• Informing providers and members on arenaflex's appeal process
• Leading or participating in activities as requested that help improve Care Center performance, excellence, and culture
• Linking or making routine referrals and triage decisions not requiring clinical judgment
• Performing necessary follow-up tasks to ensure member or provider needs are completely met
• Providing information regarding arenaflex's in-network and out-of-network reimbursement rates and states multiple networks to providers
• Referring callers requesting provider information to Provider Services regarding arenaflex's professional provider selection criteria and application process
• Referring patients/EAP clients to the arenaflex's Care Management team for a provider, EAP affiliate, or Facility
• Responsible for updating self on ever-changing information to ensure accuracy when dealing with members and providers
• Supporting team members and participating in team activities to help build a high-performance team
• Thoroughly documenting customers' comments/information and forwarding required information to the appropriate staff

Responsibilities

* Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment

• Responsible for meeting call handling requirements and daily telephone standards as set forth by management
• Must agree to observing service for the purpose of training and quality control
• Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills
• Must be able to maneuver through various computer platforms while verifying information on all calls
• Must be able to talk and type simultaneously

Work Experience

* Work Experience - Required: Customer Service

• Work Experience - Preferred: Any relevant experience in customer service, healthcare, or a related field
• Education - Required: GED or High School Diploma
• Education - Preferred: Associate's or Bachelor's degree in a related field
• Certifications - Required: None
• Certifications - Preferred: Any relevant certifications in customer service, healthcare, or a related field

Compensation and Benefits

* Potential pay for this position ranges from $16.00 - $21.26 based on experience and skills

• Pay range may vary by 8% depending on applicant location
• arenaflex offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
• arenaflex is an equal opportunity and affirmative action employer, committed to diversity and inclusion in the workplace

Why Join arenaflex?

* arenaflex is a dynamic and growing organization with a passion for delivering exceptional customer experiences

• We offer a competitive salary and benefits package, as well as opportunities for career growth and professional development
• Our team is dedicated to making a positive impact in the lives of our members and communities
• We're committed to diversity and inclusion in the workplace, and we welcome applicants from diverse backgrounds and experiences

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online portal. Apply To This Job

We Want to Hear From You!

If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together. We look forward to hearing from you! Apply for this job