Customer Service Advocate IV – Transforming Lives through Exceptional Care

At arenaflex, we're dedicated to delivering innovative healthcare solutions that transform the lives of our 28 million members. As a Customer Service Advocate IV, you'll play a vital role in providing exceptional care and support to our members and providers, leveraging your expertise to resolve complex issues and concerns. If you're passionate about making a difference in the lives of others, we invite you to join our team of dedicated professionals who share your commitment to excellence.

About arenaflex

arenaflex is a diversified, national organization that's committed to providing quality healthcare solutions to transform the health of Oklahomans. As a community advocate and change-maker, we're driven by our commitment to work-life balance, competitive compensation, and continuous career development. Our inclusive culture is grounded in our values of collaboration, innovation, and community engagement.

Job Summary

As a Customer Service Advocate IV, you'll be the advocate that focuses on resolving complex issues or concerns for members or providers. You'll leverage a variety of communication channels to provide timely, accurate, and personalized resolutions on complex complaints and escalations. Your expertise will be essential in assessing and researching customer service needs, determining causes, and initiating corrective actions to other service or technical departments for follow-up as needed.

Key Responsibilities

* Assess and research customer service needs, determines causes, and initiates corrective actions to other service or technical departments for follow-up as needed.

• Provides guidance on various complex member or provider issues to resolve customer's inquiries or requests.
• Provides member or providers with information and resources to further educate relevancy to the complex inquiry or concern.
• Provides customer service in a high-paced contact center environment over the phone, via live chats, and emails.
• Continues to develop in-depth knowledge and deep expertise in multiple additional markets and/or plans in multiple subject areas and responds to complex or escalated questions.
• May lead the team in member or provider request resolution and collaborates inter-departmentally to resolve inquiries or concerns.
• Identifies, documents, and resolves all customer information and communications and updates leadership on customer needs thru root cause analysis, recommendation, and resolution.
• Collaborates with training teams to develop training materials and/or programs to ensure quality and adherences to policies and procedures.
• Records all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application, including customer interactions, details of inquiries, complaints, comments, and final resolution.
• Adheres to quality standards, regulations, and confidentiality through the various communication channels.
• Participates in special projects as needed.
• Performs other duties as assigned.
• Complies with all policies and standards.

Essential Qualifications

* Requires a High School diploma or GED

• Requires 4+ years of related experience. 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

Preferred Qualifications

* Bachelor's degree in a related field (e.g., business, communications, social work)

• Experience in a contact center environment, preferably in healthcare
• Strong knowledge of customer service principles and practices
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Strong analytical and problem-solving skills
• Ability to work collaboratively as part of a team

Skills and Competencies

* Strong customer service skills, with the ability to resolve complex issues and concerns

• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders
• Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Strong knowledge of customer service principles and practices
• Ability to work collaboratively as part of a team
• Strong attention to detail and organizational skills

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Advocate IV, you'll have opportunities to:

• Develop in-depth knowledge and deep expertise in multiple additional markets and/or plans in multiple subject areas
• Participate in special projects and contribute to the development of new initiatives
• Collaborate with training teams to develop training materials and/or programs
• Lead the team in member or provider request resolution and collaborate inter-departmentally to resolve inquiries or concerns
• Participate in continuous learning education and on-the-job training programs

Work Environment and Company Culture

arenaflex is a remote-friendly organization, offering flexible work arrangements that allow you to work from the comfort of your own home. Our inclusive culture is grounded in our values of collaboration, innovation, and community engagement. We're committed to providing a work environment that's supportive, inclusive, and respectful of all employees.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive benefits package, including:

• Competitive pay, with a pay range of $21.64 - $36.53 per hour
• Health insurance, including medical, dental, and vision coverage
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• Flexible approach to work with remote, hybrid, field, or office work schedules
• Opportunities for career growth and development

How to Apply

If you're passionate about making a difference in the lives of others and are committed to delivering exceptional care and support, we invite you to apply for the Customer Service Advocate IV role at arenaflex. Please submit your application through our website, and we'll be in touch to discuss your qualifications and experience.

Equal Opportunity Employer

arenaflex is an equal opportunity employer that's committed to diversity and values the ways in which we are different. 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