Remote Sr. Customer Service Advocate – Healthcare Industry Expert

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our members' expectations. As a Remote Sr. Customer Service Advocate, you'll play a vital role in driving our organization's success by providing top-notch support to patients, health plans, and providers through various outbound call campaigns. If you're passionate about delivering world-class customer service, thrive in a fast-paced environment, and are eager to grow your career in the healthcare industry, we want to hear from you!

About arenaflex

arenaflex is a leading healthcare organization dedicated to revolutionizing the way patients receive care. Our mission is to empower individuals to take control of their health by providing personalized support, education, and resources. We're committed to fostering a culture of excellence, innovation, and collaboration, and we're seeking talented professionals like you to join our team.

Key Responsibilities

As a Remote Sr. Customer Service Advocate, you'll be responsible for:

• Conducting outbound member calls to support various call campaigns, including:

+ Attribution: Confirming PCP selection or assisting members to select a PCP + Disruption: Notifying patients of health plan termination and connecting them to a broker + Appointment scheduling: Assisting patients to schedule annual wellness visits + Medication adherence: Discussing medication supply and connecting patients to health plans for mail-order delivery

• Handling member inbound calls to address inquiries for Medicare FFE members for providers enrolled in ACO reach
• Completing detailed call documentation for quarterly CMS reporting
• Conducting outbound 'secret shopper' calls to confirm appointment availability at practice locations
• Conducting outbound calls to dialysis centers to confirm required information has been submitted to CMS and capturing the date of submission
• Conducting outbound calls within CMS timeframe requirements to notify members of medication approval
• Maintaining a calm demeanor when interacting with patients and members
• Adapting quickly to respond to member questions and concerns
• Understanding target success rates for each call campaign and driving performance to meet expectations
• Completing outbound calls timely and in accordance with performance standards established within the customer service department
• Facilitating communication through the Language Assistance Program for members who are not English proficient
• Forwarding calls as appropriate to supervisors or other staff for further response or follow-up
• Ensuring confidentiality of all hard copy, electronic, and verbal communication, and adhering to organization's policies related to privacy and disclosure
• Promoting a positive image of the organization and the department in all aspects of communication and contact

Essential Qualifications

* Minimum of 12 months experience in Customer/Member services or related function in a healthcare organization

• Experience with conducting member outbound calls
• Experience in a managed care environment preferred
• Demonstrated experience and expertise in customer service skills, including:

+ Excellent verbal and written communication skills + Handling difficult communications with skill to achieve positive outcomes + Clear and concise targeted communications focused on the customer

• Bilingual (English/Spanish) preferred

Education/Licensure

* Minimum educational level: High school diploma

• Some college-level coursework preferred

Work Environment and Culture

As a Remote Sr. Customer Service Advocate, you'll work in a fast-paced, dynamic environment that requires flexibility, adaptability, and a passion for delivering exceptional customer experiences. You'll be part of a collaborative team that values innovation, creativity, and continuous learning. arenaflex offers a comprehensive benefits package, including:

• Competitive salary range: $18.40 - $22.10
• Opportunities for career growth and professional development
• Flexible work arrangements, including remote work options
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Access to cutting-edge technology and tools
• Collaborative and supportive work environment

How to Apply

If you're a motivated and customer-focused professional looking to join a dynamic team, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you! Apply Now! Apply for this job