Experienced Outbound Customer Service Advocate – Member Engagement and Support Specialist

At arenaflex, we're on a mission to revolutionize the way people experience healthcare. As a diversified, national organization, we're committed to delivering innovative solutions that empower our 28 million members to live healthier lives. If you're passionate about making a difference in people's lives and have a knack for exceptional customer service, we want to hear from you!

Job Summary:

As an Outbound Customer Service Advocate at arenaflex, you'll play a vital role in delivering education and information to our members and providers, ensuring they have a seamless experience with our products and services. You'll be the front-line support for various member and provider inquiries, requests, or concerns, and will work closely with our customer service team to provide timely, accurate, and personalized support.

Responsibilities:

* Deliver education and information to members and/or providers on behalf of the customer service team to help inform them of the latest updates or changes made to products, gather information, and ensure a successful experience.

• Facilitate outbound calls to provide providers with timely, accurate, and personalized support, ensuring they have the information they need to deliver high-quality care to our members.
• Reach out to members and/or providers for educational or informational purposes to help support solutions or concerns, and escalate calls in the event providers are unable to deliver solutions.
• Serve as the front-line support on various member and/or provider inquiries, requests, or concerns, and assist with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims-related outreach with providers.
• Maintain performance and quality standards based on established contact center metrics, and expand 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).
• Document information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
• Remain up-to-date and adhere to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance.
• Perform other duties as assigned, and comply with all policies and standards.

Requirements:

* High School diploma or GED required.

• 1-2 years of related experience preferred, with experience in a contact center environment a plus.
• May require vocational or technical education in addition to prior work experience, with additional on-the-job training or continuous learning education.
• Strong communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
• Ability to work in a fast-paced environment, with a focus on delivering exceptional customer service and meeting performance and quality standards.
• Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions.
• Proficiency in CRM applications and other relevant software systems.

Preferred Qualifications:

* Experience working in a healthcare or insurance environment.

• Knowledge of healthcare regulations and compliance requirements.
• Experience with customer relationship management (CRM) software.
• Strong knowledge of Microsoft Office applications, including Word, Excel, and Outlook.

What We Offer:

* Competitive pay range of $17.50 - $27.50 per hour, with actual pay adjusted based on individual skills, experience, education, and other job-related factors permitted by law.

• Comprehensive benefits package, including:

+ 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.
• Opportunity to work with a diverse and dynamic team, with a focus on delivering exceptional customer service and making a difference in people's lives.
• Commitment to diversity, equity, and inclusion, with a focus on creating a workplace culture that values and respects all employees.

Why Join arenaflex?

* We're a national organization with a diverse range of opportunities, from customer service to leadership roles.

• We're committed to delivering innovative solutions that empower our members to live healthier lives.
• We offer a comprehensive benefits package, with a focus on supporting the well-being of our employees.
• We're dedicated to creating a workplace culture that values and respects all employees, with a focus on diversity, equity, and inclusion.

How to Apply:

If you're passionate about making a difference in people's lives and have a knack for exceptional customer service, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!

Equal Opportunity Employer:

arenaflex is an equal opportunity employer that is committed to diversity, equity, and inclusion. We value the ways in which we are different, and we're dedicated to creating a workplace culture that respects and supports all employees. 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