Experienced Customer Care Advocate - arenaflex DeWitt

Join arenaflex, a leading healthcare insurance and services provider, as a Customer Care Advocate in our DeWitt location. As a key member of our Customer Care team, you will play a vital role in delivering exceptional service to our customers and business partners, resolving their inquiries and concerns in a professional, efficient, and timely manner.

About arenaflex

arenaflex is a dynamic and innovative company that is committed to providing leading-edge healthcare insurance and services to our customers. We believe in fostering an environment where diversity and inclusion are fundamental parts of our organizational culture, driving innovation and enabling us to provide the best possible care to our members. Our mission is to attract the best talent from diverse backgrounds, to diversify our workforce and best reflect the communities we serve.

Our Company Culture

At arenaflex, we are united by our Lifetime Way Values & Behaviors, which include compassion, pride, excellence, innovation, and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and offering competitive compensation and benefits. Our employees are our greatest asset, and we strive to create a work environment that is inclusive, supportive, and empowering.

Job Summary

As a Customer Care Advocate, you will be responsible for resolving customer inquiries via telephone, walk-in, mail, fax, web chat, off-phone work, and email concerning contract benefits, claim payments, and enrollment in accordance with MTM, Corporate Service strategy, NCQA, and legislative requirements. You will provide service to customers and business partners while responding in a professional, efficient, and timely manner to resolve issues and enhance member & provider satisfaction/retention.

Key Responsibilities

* Provides service among customers and business partners while responding in a professional, efficient, and timely manner to enhance member and provider satisfaction and retention.

• Documents, researches, interprets, and responds to inquiries from internal and external customers, business partners, and special groups concerning our products, services, and policies in accordance with MTM, NCQA, HIPAA, NYSDOH, CMS, and other legislative requirements.
• Utilizes appropriate resources to resolve customer inquiries accurately and efficiently, resulting in acceptable quality, First Contact Resolution, and performance.
• Provides outreach related to claims, onboarding, effectuation, retention, provider inquiries, and any other complex inquiry.
• Demonstrates willingness to adapt and be flexible to changes and business needs while taking ownership and accountability for issue identification and resolution.
• Participates in ongoing meetings, training, and skill development to support career path and individual development plans.
• Is knowledgeable and enthusiastic about the company and our products and/or services.
• Identifies and follows through on issues impacting the Health Plan and customer experience.
• Develops effective internal working relationships for improved communication and collaboration.
• Shares ideas and solutions to improve processes, procedures, and systems.
• Consistently demonstrates high standards of integrity by supporting the arenaflex mission and values, adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Regularly reliable attendance is expected and required.
• Performs other functions as assigned by management.

Minimum Qualifications

* High School diploma or equivalent required.

• Customer service experience preferred.
• Entry-level position. Duties performed under close supervision.
• Attends all training required to become proficient in position.
• B Version: Bi-lingual English/Spanish required (must have ability to speak Spanish fluently).
• Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating screens on the computer, typing call documentation, and speaking to the customer simultaneously.
• Excellent computer skills required, including the ability to navigate in a Windows environment. Skillful at working between multiple programs and applications at the same time.
• Adept at communicating effectively and diplomatically while working as a collaborative team member.
• Organizational, reasoning, and problem-solving skills.
• Strong organizational skills and ability to prioritize, multitask, and work in a fast-paced environment and remain professional and focused under multiple pressures and demands.
• Completed training on at least one part of Scheduling unit.

Level II Requirements

* Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 9 out of 12 months.

• Completed training on all parts of scheduling unit.
• Ability to efficiently resolve complex & escalated issues with minimal direction.
• Advanced system and navigational skills.
• Expanded communication skills across multiple channels including, but not limited to, voicemail, email, web chat, outbound calls, membership growth, retention, etc.
• Takes accountability and ownership of issues and resolution with minimal supervision.
• Dental & Medical Intake Units Specific:
• Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 9 out of 12 months.
• -OR- Move to & complete training for Commercial Unit.

Level III Requirements

* Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 10 out of 12 additional months.

• Self-sufficient in resolving complex & escalated issues.
• Provide mentoring and support to new hires and peer group.
• Assist with tasks assigned by management that require advanced problem-solving skills.
• Demonstrates global thinking and takes initiative to recognize opportunities within the team.
• Dental & Medical Intake Units Specific:
• There is no level III option for these two units. Must move to Commercial unit to continue level progression.
• Commercial Unit Specific:
• Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 10 out of 12 months.
• -OR- Move to & complete training for Dedicated Unit.

Physical Requirements

* Work is completed in a traditional office environment under fluorescent lighting.

• Ability to arrive on time at work and as scheduled.
• Ability to meet minimum performance metrics.
• Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time.
• Must be able to travel across the enterprise.
• Regularly required to talk.
• Regularly required to hear.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse backgrounds. We are committed to creating a work environment that is inclusive, supportive, and empowering.

Compensation Range

The salary range for this position is $18.22 - $23.89 per hour, depending on experience and qualifications.

Benefits

arenaflex offers a comprehensive benefits package, including:

• Competitive salary
• Comprehensive health and dental insurance
• Retirement plan
• Wellness program
• Paid time away from work
• Paid holidays

How to Apply

To apply for this position, please visit our website at [insert website URL]. We look forward to hearing from you!

Note

arenaflex is a dynamic and innovative company that is committed to providing leading-edge healthcare insurance and services to our customers. We believe in fostering an environment where diversity and inclusion are fundamental parts of our organizational culture, driving innovation and enabling us to provide the best possible care to our members. Our mission is to attract the best talent from diverse backgrounds, to diversify our workforce and best reflect the communities we serve. We are an equal opportunity employer and welcome applications from diverse backgrounds. We are committed to creating a work environment that is inclusive, supportive, and empowering. We look forward to hearing from you! Apply for this job