Experienced Special Needs Customer Advisor – National Remote Healthcare Support

At arenaflex, we're simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. As a Special Needs Customer Advisor, you'll play a vital role in delivering an extraordinary experience to family members who need an ally. Our highly skilled team of Care Advisors is dedicated to serving and managing special needs for our members and/or their family members, and we're looking for passionate and empathetic individuals to join our team.

About arenaflex

arenaflex is a leading healthcare organization that's committed to helping people live healthier lives and making the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our mission is to create a healthier atmosphere by promoting diversity, equity, and inclusion in all aspects of our business.

The Role

As a Special Needs Customer Advisor, you'll be responsible for providing holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs. You'll own end-to-end resolution of issues, serve as an ongoing point of contact for members, and create and build ongoing relationships with others, including both members and teammates. You'll make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.

Key Responsibilities

* Provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.

• Serve as an ongoing, point of contact for members, primarily via the phone channel (may also use email, chat, text), delivering compassionate support to members, creating a memorable, positive experience.
• Create and build ongoing relationships with others, including both members and teammates.
• Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.
• Consistently follow through on commitments and framing realistic expectations for members.
• Plan, prioritize, organize, and complete work to meet established objectives for our families.
• Responsible for managing project time to ensure follow-up and outreach work is completed in a timely manner.
• Families served include a range of low, moderate, and high needs as determined by clinical needs, financial impacts, and/or level of escalation.
• Process includes outreach calls to initiate contact with members referred by executives and partners.
• Responsible for maintaining accurate family counts on our documentation platform.
• Focus on teamwork and fostering a strong team environment through activities, including mentoring and acting as a resource for colleagues.
• Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for the member.
• Determine appropriate referrals to other programs/services as needed with or without technology guidance.
• Responsible for providing high-quality member experience as reflected in post-contact surveys and member feedback.

Essential Qualifications

* High School Diploma / GED OR equivalent work experience

• 1 year of experience helping, resolving, or advocating on behalf of members or customers
• Experience using a computer and Microsoft Office, including Microsoft Word (create correspondence and work within templates), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (email and calendar management)
• Ability to work 40 hours per week, Monday through Friday, from 9:45am – 6:15pm CST, within our Family Engagement Center. It may be necessary, given the business need, to work occasional overtime.
• Must be 18 years of age or older

Preferred Qualifications

* 1 year of A4Me OR 3 months of Quick Assist experience

• Claims processing experience
• Experience providing care for children with special needs
• Experience within a member-focused healthcare environment
• Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non-profit agencies)

Telecommuting Requirements

* Ability to keep all company-sensitive documents secure (if applicable)

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service.

Compensation and Benefits

* California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington, or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Nevada / New York / New Jersey / Washington / Rhode Island residents is $18.80 - $36.78 per hour. Pay is based on several factors, including but not limited to education, work experience, certifications, etc.

• In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

Why Join arenaflex?

* arenaflex is a leading healthcare organization that's committed to helping people live healthier lives and making the health system work better for everyone.

• We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances.
• Our mission is to create a healthier atmosphere by promoting diversity, equity, and inclusion in all aspects of our business.
• We offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).
• We're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

How to Apply

If you're passionate about helping individuals and families with special needs, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply Job! Apply for this job