Experienced Outbound Customer Service Advocate II – Delivering Exceptional Member Experiences at arenaflex

At arenaflex, we're on a mission to revolutionize the way we serve our 28 million members. As a Customer Care professional, you'll be at the forefront of this movement, making a tangible impact on the lives of those we serve. Join our dynamic team and discover a fresh perspective on workplace flexibility, competitive benefits, and a culture that values diversity and inclusion.

About arenaflex

arenaflex is a diversified, national organization that's committed to delivering exceptional healthcare experiences to our members. With a strong presence in the industry, we're constantly innovating and pushing the boundaries of what's possible. Our team is passionate about making a difference, and we're looking for like-minded individuals to join us on this journey.

Job Summary

As an Outbound Customer Service Advocate II, you'll play a critical role in delivering education and information to members and/or providers on behalf of the customer service team. You'll be responsible for facilitating outbound calls, providing timely, accurate, and personalized support, and ensuring a successful experience for our members and providers. If you're a motivated and customer-focused individual with excellent communication skills, we want to hear from you!

Key Responsibilities

* Reaches out to members and/or providers for educational or informational purposes to help support solutions or concerns

• Escalates calls in the event providers are unable to deliver solutions
• Serves as the front-line support on various member and/or provider inquiries, requests, or concerns
• Assists with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers
• Maintains performance and quality standards based on established contact center metrics
• Expands 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)
• Documents information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
• Performs other duties as assigned
• Complies with all policies and standards

Essential Qualifications

* High School diploma or GED

• 1-2 years of related experience in a contact center environment
• Vocation or technical education in addition to prior work experience may be required
• May require additional on-the-job training or continuous learning education
• Bilingual - Spanish preferred

Preferred Qualifications

* Experience in a healthcare or insurance industry

• Knowledge of customer relationship management (CRM) applications
• Familiarity with quality standards, regulation, and policies related to customer service

Skills and Competencies

* Excellent communication and interpersonal skills

• Ability to work in a fast-paced environment with multiple priorities
• Strong problem-solving and analytical skills
• Ability to maintain confidentiality and handle sensitive information
• Proficiency in CRM applications and other software tools
• Strong attention to detail and organizational skills
• Ability to work independently and as part of a team

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:

• On-the-job training and mentorship
• Continuous learning education and certification programs
• Leadership development opportunities
• Career advancement opportunities within the company

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity and promotes a culture of respect and empathy. We offer a range of benefits and perks, including:

• Competitive pay and benefits package
• Flexible work arrangements, including remote, hybrid, field, or office work schedules
• Paid time off plus holidays
• Tuition reimbursement and education assistance
• Stock purchase plans and 401K matching
• Access to on-site fitness center and wellness programs
• Recognition and rewards programs for outstanding performance

Compensation and Benefits

arenaflex offers a comprehensive benefits package, including:

• Competitive pay: $17.17 - $26.97 per hour
• Health insurance
• 401K and stock purchase plans
• Tuition reimbursement
• Paid time off plus holidays
• Flexible work arrangements
• Recognition and rewards programs for outstanding performance

Equal Opportunity Employer

arenaflex is an equal opportunity employer that is committed to diversity and inclusion. We value the ways in which we are different and strive to create a workplace that is inclusive and respectful of all individuals. 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 and customer-focused individual with a passion for delivering exceptional member experiences, we want to hear from you! Apply now to join our dynamic team at arenaflex and discover a fresh perspective on workplace flexibility, competitive benefits, and a culture that values diversity and inclusion. Apply Job! Apply for this job