Remote Sr. Customer Service Advocate – Delivering Exceptional Patient Experience

At arenaflex, we're committed to revolutionizing the healthcare industry by providing innovative solutions that prioritize patient-centric care. As a Remote Sr. Customer Service Advocate, you'll play a vital role in our mission by delivering exceptional patient experiences through empathetic and personalized support. If you're passionate about making a difference in people's lives and possess excellent communication skills, we encourage you to join our team.

About arenaflex

arenaflex is a leading healthcare organization dedicated to transforming the way patients interact with their healthcare providers. Our team of passionate professionals is driven by a shared vision of delivering exceptional patient experiences through innovative solutions and cutting-edge technology. As a Remote Sr. Customer Service Advocate, you'll be part of a dynamic team that's committed to making a positive impact on the lives of our patients.

Job Summary

We're seeking a highly skilled and compassionate Remote Sr. Customer Service Advocate to join our team. As a key member of our customer service department, you'll be responsible for delivering exceptional patient experiences through outbound call campaigns, inbound calls, and other customer-facing interactions. Your primary goal will be to provide personalized support to patients, health plans, and providers, ensuring that their needs are met and exceeded.

Key Responsibilities

As a Remote Sr. Customer Service Advocate, your key responsibilities will include:

• Conducting outbound member calls to support various call campaigns, including attribution, disruption, appointment scheduling, medication adherence, and more
• Handling member inbound calls to address inquiries for Medicare FFE members and providers enrolled in ACO reach
• Completing detailed call documentation that's included in quarterly CMS reporting
• Conducting outbound 'secret shopper' calls to confirm appointment availability at practice locations
• Conducting outbound calls to dialysis centers to confirm required information has been submitted to CMS and capturing the date of submission
• Conducting outbound calls within CMS timeframe requirements to notify members of medication approval
• Maintaining a calm demeanor whenever interacting with patients and members
• Adapting and thinking quickly to respond appropriately to member questions and concerns
• Understanding target success rates of each call campaign and driving performance to meet expectations
• Completing outbound calls timely and in accordance with performance standards established within the customer service department
• Facilitating communication through the Language Assistance Program for members who are not English proficient
• Forwarding calls as appropriate to supervisors or other staff for further response or follow-up
• Ensuring confidentiality of all hard copy, electronic, and verbal communication, and adhering to organization's policies related to privacy and disclosure
• Promoting a positive image of the organization and the department in all aspects of communication and contact
• Participating in regular training exercises to maintain program knowledge
• Performing other duties as assigned

Essential Qualifications

To be successful in this role, you'll need to possess the following essential qualifications:

• Minimum of 12 months experience in customer/member services or a related function in a healthcare organization
• Experience with conducting member outbound calls
• Experience in a managed care environment preferred
• Demonstrated experience and expertise in customer service skills, including excellent verbal and written communication skills, handling difficult communications with skill to achieve positive outcomes, and clear and concise targeted communications focused on the customer
• Bilingual (English/Spanish) preferred
• Minimum educational level: high school diploma; some college-level coursework preferred

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience working in a healthcare organization with a focus on patient-centric care
• Familiarity with CMS reporting and regulations
• Experience with language assistance programs and interpreter services
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment with multiple priorities and deadlines

Skills and Competencies

To excel in this role, you'll need to possess the following skills and competencies:

• Excellent communication and interpersonal skills
• Ability to work in a team environment and collaborate with colleagues
• Strong analytical and problem-solving skills
• Ability to adapt to changing priorities and deadlines
• Strong attention to detail and accuracy in work product
• Ability to maintain confidentiality and adhere to organization's policies related to privacy and disclosure
• Strong customer service skills, including empathy, active listening, and problem-solving

Career Growth Opportunities and Learning Benefits

As a Remote Sr. Customer Service Advocate at arenaflex, you'll have opportunities to grow and develop your skills and knowledge in a dynamic and supportive environment.

We offer

• Regular training and development programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• Collaborative and supportive team environment
• Flexible work arrangements to accommodate your needs
• Competitive compensation and benefits package

Work Environment and Company Culture

arenaflex is committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on the following values:

• Patient-centricity: We prioritize the needs and experiences of our patients and members.
• Innovation: We're committed to developing innovative solutions that improve patient outcomes and experiences.
• Collaboration: We work together as a team to achieve our goals and support each other's success.
• Excellence: We strive for excellence in everything we do, from patient care to customer service.
• Integrity: We operate with integrity, honesty, and transparency in all our interactions.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation and benefits package, including:

• Salary range: $18.40 - $22.10 per hour
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Flexible work arrangements to accommodate your needs
• Professional development opportunities and training programs

How to Apply

If you're passionate about delivering exceptional patient experiences and possess the skills and qualifications we're looking for, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you! Apply Now! Apply for this job