Experienced Customer Care Associate – Staten Island

Join arenaflex, a leading healthcare organization dedicated to transforming the lives of our 28 million members, one person at a time. As a Customer Care Associate (CCA) at arenaflex, you will play a vital role in delivering exceptional customer service, ensuring member satisfaction, and promoting the value and benefits of our products and services.

About arenaflex

arenaflex is a diversified, national organization that is committed to making a positive impact on the health of our communities. With a fresh perspective on workplace flexibility, we offer a dynamic and supportive work environment that fosters growth, innovation, and collaboration. Our comprehensive benefits package includes competitive pay, 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.

Job Summary

As a Customer Care Associate, you will be responsible for assisting members and clients at an assigned office location in Staten Island, NY. You will meet daily performance standards and customer service standards to achieve the highest level of membership satisfaction. Your primary responsibilities will include:

• Assisting, educating, and resolving client and member inquiries about arenaflex products, services, policies, and procedures
• Enrolling prospective members and renewing Fidelis Care member's coverage while maintaining the highest compliance standards
• Meeting or exceeding key performance metrics, including logging interactions into Salesforce, documenting in Facets and other systems, and complying with all NYSOH Marketing Guidelines and Fidelis and Centene trainings
• Consistently meeting quality standards for calls, client meetings, and application submission and documentation
• Ensuring receipts are complete and attached to applications in Salesforce
• Developing and maintaining relationships with existing members by providing guidance and assistance throughout the year
• Demonstrating passion for members by identifying unfulfilled needs and providing necessary education and assistance to promote the value and benefits offered by Fidelis Care

Key Responsibilities

* Assist members and clients by meeting or exceeding key performance metrics, which consists of: + Logging every interaction into Salesforce, including the completion of applications and calls + Documentation in Facets and other systems as required + Complying with all NYSOH Marketing Guidelines and all Fidelis and Centene trainings within required timeframes + Consistently meeting quality standards for calls, client meetings, and application submission and documentation + Meeting monthly quality standards as reflected in the Salesforce Hit Rate and Supervisor in-person audits + Ensuring receipts are complete and attached to application in Salesforce

• Clarify the customer's complaint; determine the cause of the problem; select and explain the best solution to solve the problem (if unable to handle directly, provide accurate guidance to correct department) and expedite correction or adjustment; follow up to ensure resolution
• Develop and maintain relationships with existing members by providing guidance and assistance throughout the year
• Demonstrate passion for members by identifying unfulfilled needs and providing necessary education and assistance to promote the value and benefits offered by Fidelis Care
• Modify delivery skills accordingly to overcome objections and retain members
• Identify solutions to issues and concerns, including payment inquiries, ID requests, PCP changes, renewal, and benefit inquiries

Education and Experience

* High School Diploma or Equivalent Required

• Associates Degree or Bachelor’s Degree Preferred
• Fluency in Spanish required
• Ability to undergo rigorous internal training and have complete command of the sales process, Fidelis Care products, competitive environment in their region, and successfully pass a test (with a minimum 85% score) with no more than 2 attempts, which will indicate the applicant's level of proficiency in these areas

Pay and Benefits

* Pay Range: $15.58 - $26.73 per hour

• Comprehensive benefits package including:

+ Competitive pay + Health insurance + 401K and stock purchase plans + Tuition reimbursement + Paid time off plus holidays + Flexible approach to work with remote, hybrid, field or office work schedules

• Total compensation may also include additional forms of incentives

Work Environment and Culture

* In-office position based in Staten Island, NY

• Dynamic and supportive work environment that fosters growth, innovation, and collaboration
• 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 are a motivated and customer-focused individual who is passionate about making a difference in the lives of our members, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. Apply for this job We look forward to hearing from you and exploring how you can join our team of dedicated professionals who are committed to transforming the health of our communities, one person at a time. Apply for this job