Experienced Customer Care Navigator – Behavioral Health Support
At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our members' expectations. As a leading health insurance organization, we're committed to harnessing the latest ideas and technologies to deliver access to care that meets the unique needs of our members. We're seeking a highly motivated and empathetic Associate Customer Care Navigator to join our team in Philadelphia, PA. If you're passionate about customer advocacy, teamwork, and continuous learning, we want to hear from you.
About arenaflex
arenaflex is a leading health insurance organization serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day. We're dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets the unique needs of our members. At arenaflex, we see each of our members as an individual, with unique needs and concerns. We're revolutionizing health care, and our focus is on you!
Job Summary
As an Associate Customer Care Navigator, you'll play a critical role in delivering exceptional customer experiences for our members. You'll utilize your critical thinking skills and ask probing questions to identify customer needs, analyze those needs, and coordinate with other service and technical departments to develop and deliver appropriate solutions. You'll also proactively identify additional resources that can improve the member health journey.
Key Responsibilities
* Respond to customer inquiries by telephone, email, or chat to provide non-technical problem resolution
- For behavioral health service calls, follow documented process when engaging urgent/crisis situations and assisting business partners
- Resolve problems and communicate solutions or requested information to the customer
- Analyze a customer's service needs and coordinate with other service or technical departments to develop and deliver an appropriate solution for each customer
- Develop and maintain a deep understanding of the organization and services offered to resolve more complex inquiries
- Use a customer relationship application or database to record activities and research product information
- Work closely with the team to achieve our mission and goals
Education and Experience
* Bachelor's degree preferred or equivalent
- 0-2 years of experience related to customer advocacy, with previous experience in teaching, social work, or related fields an asset
- Demonstrates empathy, emotional intelligence, patience, and strong interpersonal skills in their interactions with others
- Experience in innovative problem-solving
- Ability to think strategically and set priorities, which may include managing several customer issues across multiple contact channels at any given time
- Strong attention to detail
- Flexible with work hours and able to perform occasional client site visits
- Ability to collaborate effectively with a team and maintain composure in stressful situations
- Technological Savvy, including proficiency with Microsoft Office products (Excel, PowerPoint, Word) and ability to attend and present at both internal and client meetings on a routine basis
Work Environment and Culture
* This role is designated as fully remote, with the incumbent not required to report to one of arenaflex's physical office locations to perform the work
- However, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania
- arenaflex is an Equal Opportunity and Affirmative Action Employer, committed to creating an inclusive and diverse work environment
- We celebrate and embrace diverse thoughts and perspectives that make up our workforce, and we're dedicated to putting these principles into action every day
Career Growth Opportunities and Learning Benefits
* arenaflex offers a range of career growth opportunities, including training and development programs, mentorship, and opportunities for advancement
- We're committed to helping our associates achieve their full potential and reach their career goals
- arenaflex offers a range of benefits, including medical, dental, and vision insurance, 401(k) matching, and paid time off
Compensation, Perks, and Benefits
* arenaflex offers a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
- We also offer a range of perks, including flexible work arrangements, professional development opportunities, and a comprehensive wellness program
How to Apply
If you're passionate about customer advocacy, teamwork, and continuous learning, we want to hear from you. Please submit your application, including your resume and cover letter, through our website. We can't wait to hear from you and learn more about your qualifications and experience.
Equal Employment Opportunity
arenaflex is an Equal Opportunity Employer, committed to creating an inclusive and diverse work environment. We're dedicated to putting these principles into action every day, and we're committed to hiring the best talent from a diverse range of backgrounds.
Agency Disclaimer
All resumes submitted directly to an arenaflex employee from a vendor via email, the Internet, or in any other form without a valid written search agreement in place for this position from the arenaflex Human Resources Department will be deemed the sole property of arenaflex and the arenaflex Family of Companies. Please note that no fee will be paid in the event the candidate is hired by arenaflex or the arenaflex Family of Companies as a result of the referral or through means other than our established process.
Contact Us
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We're always happy to hear from you and look forward to connecting with you soon. Apply for this job