Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join arenaflex, the nation's leading provider of health advocacy, navigation, well-being, and integrated benefits programs.
As an Evening Customer Care Associate, you will play a vital role in helping our members navigate the complexities of healthcare and achieve the best possible health and well-being. You will be part of a team that is dedicated to providing expert support, leveraging best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform.
**About arenaflex**
arenaflex is a company that truly cares about its employees and members. We believe in investing in our people and providing them with the tools and resources they need to succeed. Our award-winning team has been recognized for its exceptional customer service, and we are committed to continuing this tradition of excellence.
**Job Summary**
As an Evening Customer Care Associate, you will be responsible for assisting members in navigating the healthcare system by answering a variety of incoming calls and responding to members' healthcare questions and issues. You will determine the most appropriate resolution to assist members based on their needs, transfer calls outside of your scope of responsibility to internal or external resources, and verify/collection of demographic information and update in the appropriate system.
**Key Responsibilities**
* Service Functions:
+ Assist members in navigating the healthcare system by answering a variety of incoming calls and responding to members' healthcare questions and issues while ensuring adherence to department and corporate policies and procedures.
+ Connect with members by phone and quickly develop a rapport to help the individual navigate their benefit choices and options.
+ Determine the most appropriate resolution to assist members based on their needs.
+ Transfer calls outside of your scope of responsibility to internal or external resources.
+ Process calls in specific queues (e.g., triage, biometric, etc.) based on assignment.
+ Verify/collection of demographic information and update in the appropriate system.
+ Follow-up with members, providers, insurance carriers, and other vendors ensuring adherence to established policies.
+ Exercise exceptional customer service skills in an effort to optimize each contact with the member.
* Research Assistance:
+ Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner.
+ Follow research through until resolution.
+ Document all issues thoroughly maintaining department files.
+ Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services.
+ Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels.
* Team Interfaces/Customer Service:
+ Establish and maintain a professional relationship with internal/external customers, team members, and department contacts.
+ Cooperate with team members to meet goals or to complete tasks.
+ Provide quality customer service that exceeds customer expectations and improves the level of service being provided.
+ Treat all internal/external customers, team members, and department contacts with dignity/respect.
+ Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided.
**Requirements**
* High School Diploma or G.E.D.
* Associate's degree from an accredited college or university with major coursework in business administration, liberal arts, healthcare, or a related field preferred.
* Minimum of one year customer service experience required.
* Basic knowledge of MS Word and Excel required.
* Must score acceptably on job-related testing.
* Ability to pass standardized interview.
**What We Offer**
* Competitive hourly rate of $18.00 per hour.
* Comprehensive new-employee training program to help you develop the knowledge and skills you need to succeed in your role and in supporting our members.
* Total rewards package that includes robust medical coverage, dental and vision benefits, tuition assistance, 401(k) savings plan with company match, paid time off (PTO), paid holidays, employee assistance programs, and wellness programs.
* Opportunity to work from home and enjoy a flexible schedule.
* Collaborative and supportive work environment with a team of dedicated professionals.
* Recognition and rewards for outstanding performance and contributions to the team.
**Why Join arenaflex?**
* arenaflex is a company that truly cares about its employees and members.
* We believe in investing in our people and providing them with the tools and resources they need to succeed.
* Our award-winning team has been recognized for its exceptional customer service, and we are committed to continuing this tradition of excellence.
* We offer a comprehensive benefits package and competitive compensation.
* We are a company that values diversity, equity, and inclusion, and we are committed to creating a workplace that is welcoming and inclusive for all employees.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website at [insert website URL] to learn more about arenaflex and to submit your application.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service, and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and we are committed to the principles of equal employment opportunity.
**VEVRAA Federal Contractor**
arenaflex is a VEVRAA federal contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.
**Pay Transparency Nondiscrimination Provision**
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-I.35(c)
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