Experienced Behavioral Health Customer Service Representative – Delivering Compassionate Support and Exceptional Care to Members in a Fully Remote Environment

Welcome to arenaflex: Where Heart Meets Health

At arenaflex, we are driven by a singular purpose: to bring our heart to every moment of your health. This guiding principle inspires our commitment to delivering enhanced, human-centric health care for a rapidly changing world. Our brand, with heart at its center, sends a personal message that how we deliver our services is just as important as what we deliver. We believe that everyone who works at arenaflex should feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable.

Our Heart At Work Behaviors

Our Heart At Work Behaviors support this purpose and are the foundation of our culture. We strive to create an environment where everyone feels valued, empowered, and inspired to make a difference. As a Behavioral Health Customer Service Representative at arenaflex, you will be an integral part of our team, providing advocate care to assist members with a clear path to care, claims understanding and resolution, and educating them on online resources.

Position Summary

The Behavioral Health Customer Service Representative role is a unique opportunity to make a positive impact on the lives of our members. As a representative, you will guide members through their plan of benefits, policy, and procedures, while also having knowledge of resources to comply with regulatory guidelines. You will create an emotional connection with our members by understanding and engaging them to the fullest, championing their best health, and taking accountability to fully understand their needs by building a trusting and caring relationship.

Role Overview

This is a fully remote role, allowing you to work from anywhere in the U.S. The schedule for this position is Monday-Friday, 11:45AM-8:15PM EST. As a Behavioral Health Customer Service Representative, you will be responsible for:

• Guiding members through their plan of benefits, Aetna policy, and procedures, as well as having knowledge of resources to comply with regulatory guidelines
• Creating an emotional connection with our members by understanding and engaging them to the fullest to champion their best health
• Taking accountability to fully understand the member's needs by building a trusting and caring relationship with the member
• Anticipating customer needs and providing personalized support
• Performing review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible
• Performing financial data maintenance as necessary
• Explaining member's rights and responsibilities in accordance with contract

Required Qualifications

To be successful in this role, you will need:

• 1 to 3 years of Customer Service experience within a Call Center atmosphere
• High School Diploma or GED

Preferred Qualifications

While not required, the following qualifications are preferred:

• Previous Behavioral Health experience
• Medical or Insurance background
• Associate's Degree

Skills and Competencies

To excel in this role, you will need to possess excellent communication and interpersonal skills, with the ability to create an emotional connection with our members. You should be empathetic, compassionate, and able to work in a fast-paced environment. Additionally, you will need to be proficient in:

• Microsoft Office applications, including Word, Excel, and Outlook
• Customer relationship management (CRM) software
• Data analysis and reporting tools

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Behavioral Health Customer Service Representative, you will have access to a range of training and development programs, including:

• Comprehensive onboarding program
• Ongoing training and coaching
• Professional development opportunities
• Cross-functional training and rotation programs

Work Environment and Company Culture

At arenaflex, we pride ourselves on our positive and supportive work environment. Our company culture is built on the principles of empathy, compassion, and respect, and we strive to create an inclusive and diverse workplace where everyone feels valued and empowered. As a fully remote employee, you will be part of a virtual team that is connected and collaborative, with regular opportunities for communication and feedback.

Compensation, Perks, and Benefits

The typical pay range for this role is $17.00 - $28.46 per hour. In addition to your compensation, you will be eligible for a range of benefits, including:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Term life insurance plan
• Short-term and long-term disability benefits
• Well-being programs and education assistance
• Free development courses and CVS store discount
• Discount programs with participating partners
• Paid Time Off (PTO) or vacation pay
• Paid holidays throughout the calendar year

Conclusion

If you are a compassionate and empathetic individual who is passionate about delivering exceptional customer service, we encourage you to apply for the Behavioral Health Customer Service Representative role at arenaflex. As a member of our team, you will have the opportunity to make a positive impact on the lives of our members, while also growing and developing your skills and career. Don't miss out on this exciting opportunity to join a dynamic and supportive team – apply today!