Experienced Customer Service Advocate II - Outbound: Transforming Lives for arenaflex's 28 Million Members

At arenaflex, we're not just a healthcare organization - we're a community of passionate individuals dedicated to making a difference in the lives of our 28 million members. As a Customer Service Advocate II - Outbound, you'll play a vital role in delivering exceptional support and education to our members and providers, empowering them to make informed decisions about their healthcare. If you're a driven, empathetic, and results-oriented professional with a passion for customer service, we invite you to join our team and be part of a dynamic organization that's changing the face of healthcare.

Position Purpose:

As a Customer Service Advocate II - Outbound, you'll be the face of arenaflex, providing timely, accurate, and personalized support to our members and providers through outbound calls. Your primary responsibilities will include:

• Delivering 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.
• Facilitating the reach outs via outbound calls to provide providers with timely, accurate, and personalized support.
• Reaching out to members and/or providers for educational or informational purposes to help support solutions or concerns.
• Escalating calls in the event providers are unable to deliver solutions.
• Serving as the front-line support on various member and/or provider inquiries, requests, or concerns.
• Assisting with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers.
• Maintaining performance and quality standards based on established contact center metrics.
• Expanding 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).
• Documenting information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
• Remaining up-to-date and adhering to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance.

Work Schedule:

Our Customer Service Advocate II - Outbound role requires a flexible schedule, with shifts typically taking place from 11:30am to 8:00pm EST. This allows us to provide exceptional support to our members and providers during peak hours, while also accommodating the needs of our team members.

Education and Experience:

To succeed in this role, you'll need:

• A High School diploma or GED.
• 1-2 years of related experience in a contact center environment, preferably in healthcare.
• Vocational or technical education in addition to prior work experience may be required.
• On-the-job training or continuous learning education may be necessary to expand your knowledge on primary market and/or plan, and potentially cover additional markets and/or plans.

Preferred Qualifications:

* Experience in a contact center environment and healthcare is highly preferred.

• Strong communication and interpersonal skills, with the ability to build rapport with members and providers.
• Ability to work in a fast-paced environment, with multiple priorities and deadlines.
• Strong problem-solving and analytical skills, with the ability to escalate calls when necessary.
• Proficiency in CRM applications and other software systems.

Compensation and Benefits:

At arenaflex, we offer a comprehensive benefits package that includes:

• Competitive pay, with a pay range of $17.50 - $27.50 per hour.
• Health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.
• Total compensation may also include additional forms of incentives.
• Benefits may be subject to program eligibility.

Diversity, Equity, and Inclusion:

arenaflex is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. 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.

How to Apply:

If you're a motivated, customer-focused professional with a passion for making a difference in the lives of our members, we invite you to apply for this exciting opportunity. Please visit our website at [insert link] to learn more about this role and apply today.

Join the arenaflex Team:

At arenaflex, we're not just hiring employees - we're building a community of passionate individuals who share our vision of transforming lives through exceptional customer service. If you're ready to take your career to the next level and make a meaningful impact, we invite you to join our team and be part of a dynamic organization that's changing the face of healthcare. Apply for this job