Experienced Customer Support Specialist - Inbound Team for Mental Healthcare
At arenaflex, we're passionate about connecting talented people globally with innovative companies who want to build, transform, and scale their operations. As a Most Loved Workplace, we believe that culture drives business success, and we encourage our associates to bring their whole, authentic selves to everything they do. We're looking for a highly skilled and empathetic Customer Support Specialist to join our Inbound Team, working remotely to support our partner's mission of expanding access to mental healthcare.
About the Role
As a Customer Support Specialist, you'll be the first point of contact for clients, providers, and insurance carriers, ensuring they receive the best possible experience through email and live chat. You'll work closely with our partner to deliver on their promise to clients and providers, guiding them through any challenges using the platform and resolving operational and technical issues. Your strong communication and problem-solving skills will help you identify trends or patterns in our providers' and clients' experiences, advocating for process and product changes to remove friction and create a delightful experience.
Key Responsibilities
- Help clients gain access to mental healthcare through email, chat, and/or phones - Troubleshoot platform issues for clients and providers - Educate users on platform navigation - Facilitate communication between clients and providers to arrange care - Collaborate with insurance agents to verify plan benefits and status, relaying this information to clients and providers - Explain benefit details and out-of-pocket costs according to the client's plan - Support clients in finding the best provider who meets their needs - Triage high-urgency customer situations with clear, empathetic, and solution-oriented communication - Advocate for payers and clients by proactively surfacing friction in customer experience and proposing process and product iterations in the service of the partner's mission - Perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management - Flex between program duties and provide ad-hoc support for program-specific projects, products, queues, and coverage - Work closely with teammates to relay accurate information to patients and providers
What You Bring to the Table
- 1 year (minimum) experience in phone, email, and live chat in a Customer Support role - Adaptability and eagerness to take on additional lines of communication - Excellent written communication skills and comfort with sensitive conversations - Strong empathy, communication, and listening skills - Self-drive, attention to detail, and quick to learn new constantly changing information - Identification with arenaflex's Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust - Passion for expanding access to mental healthcare - Willingness to travel occasionally to a company hub - Knowledge/experience in care coordination, insurance terminology, medical scheduling, or medical administration is a bonus
What You'll Get in Return
- Full-time employment - Competitive compensation based on experience - A dedicated wellness program, including support from an in-house psychologist - Attractive benefits package including medical, dental, and vision options based on location - Access to free posture-based fitness workouts from home - Paid Sabbatical Leave - Training opportunities provided by arenaflex and outside entities - 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
Company Culture
Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions. - Care for Others: Cooperate, empathize, and seek opportunities to put each other first. - Embrace Growth: Expand your mind by taking calculated risks, developing your skills, and staying open to change - Manifest Trust: Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments. - Take Ownership: Doing the right thing should come naturally. - Be Humble: Seek guidance, receive feedback, ask questions, and listen to your colleagues
Equal Opportunity Workplace
arenaflex is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging, and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying.
Accommodations for Qualified Individuals with Disabilities
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].
PRIVACY NOTICE
arenaflex is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes. To understand more about arenaflex's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.
Apply Now
If you're passionate about expanding access to mental healthcare and have the skills and experience to excel in this role, we encourage you to apply. Join our team at arenaflex and be part of a dynamic and inclusive workplace that values culture and success. Apply for this job