At arenaflex, we're committed to delivering exceptional customer experiences that exceed our members' expectations. As a Customer Care Advocate, you'll play a vital role in resolving customer inquiries, providing timely and efficient solutions, and enhancing member satisfaction and retention. If you're passionate about delivering outstanding customer service, have a strong work ethic, and are eager to grow with a dynamic organization, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a leading healthcare insurance and services provider dedicated to fostering an environment where diversity and inclusion are fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation, enabling us to provide leading-edge healthcare insurance and services. Our mission is to attract the best talent from diverse socioeconomic, cultural, and experiential backgrounds to diversify our workforce and best reflect the communities we serve.
**Our Company Culture**
Our employees are united by our Lifetime Way Values & Behaviors, which include compassion, pride, excellence, innovation, and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and offering competitive compensation and benefits. Our culture is built on the principles of respect, empathy, and open communication, ensuring that every employee feels valued, supported, and empowered to succeed.
**Job Summary**
As a Customer Care Advocate, you'll be responsible for resolving customer inquiries via telephone, walk-in, mail, fax, web chat, off-phone work, and email. You'll provide service to customers and business partners while responding in a professional, efficient, and timely manner to enhance member and provider satisfaction and retention. This role requires excellent communication skills, a strong work ethic, and the ability to multitask in a fast-paced environment.
**Key Responsibilities**
* Provides service to customers and business partners while responding in a professional, efficient, and timely manner to enhance member and provider satisfaction and retention.
* Documents, researches, interprets, and responds to inquiries from internal and external customers, business partners, and special groups concerning our products, services, and policies in accordance with MTM, NCQA, HIPAA, NYSDOH, CMS, and other legislative requirements.
* Resolves customer inquiries accurately and efficiently, resulting in acceptable quality, First Contact Resolution, and performance.
* Provides outreach related to claims, onboarding, effectuation, retention, provider inquiries, and any other complex inquiry.
* Demonstrates willingness to adapt and be flexible to changes and business needs while taking ownership and accountability for issue identification and resolution.
* Participates in ongoing meetings, training, and skill development to support career path and individual development plans.
* Is knowledgeable and enthusiastic about the company and our products and/or services.
* Identifies and follows through on issues impacting the Health Plan and customer experience.
* Develops effective internal working relationships for improved communication and collaboration.
* Shares ideas and solutions to improve processes, procedures, and systems.
* Consistently demonstrates high standards of integrity by supporting the arenaflex mission and values, adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs.
* Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
* Regularly reliable attendance is expected and required.
* Performs other functions as assigned by management.
**Minimum Qualifications**
* High School diploma or equivalent required.
* Customer service experience preferred.
* Entry-level position. Duties performed under close supervision.
* Attends all training required to become proficient in position.
* B Version: Bi-lingual English/Spanish required (must have ability to speak Spanish fluently).
* Ability to multitask in order to efficiently resolve customer concerns, by actively listening to the customer, navigating screens on the computer, typing call documentation, and speaking to the customer simultaneously.
* Excellent computer skills required, including the ability to navigate in a Windows environment. Skillful at working between multiple programs and applications at the same time.
* Adept at communicating effectively and diplomatically while working as a collaborative team member.
* Organizational, reasoning, and problem-solving skills.
* Strong organizational skills and ability to prioritize, multitask, and work in a fast-paced environment and remain professional and focused under multiple pressures and demands.
* Completed training on at least one part of Scheduling unit.
**Preferred Qualifications**
* Level II:
+ Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 9 out of 12 months.
+ Completed training on all parts of scheduling unit.
+ Ability to efficiently resolve complex & escalated issues with minimal direction.
+ Advanced system and navigational skills.
+ Expanded communication skills across multiple channels including, but not limited to, voicemail, email, web chat, outbound calls, membership growth, retention, etc.
+ Takes accountability and ownership of issues and resolution with minimal supervision.
* Level III:
+ Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum 10 out of 12 additional months.
+ Self-sufficient in resolving complex & escalated issues.
+ Provide mentoring and support to new hires and peer group.
+ Assist with tasks assigned by management that require advanced problem-solving skills.
+ Demonstrates global thinking and takes initiative to recognize opportunities within the team.
**Physical Requirements**
* Work is completed in a traditional office environment under fluorescent lighting.
* Ability to arrive on time at work and as scheduled.
* Ability to meet minimum performance metrics.
* Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time.
* Must be able to travel across the enterprise.
* Regularly required to talk.
* Regularly required to hear.
**Compensation and Benefits**
* Grade 107: Minimum $18.22 - Maximum $23.89
* The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill, and education as they relate to the position's minimum qualifications, in addition to internal equity.
* Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays.
* Please note: There may be opportunity for remote work within all jobs posted by the arenaflex Talent Acquisition team. This decision is made on a case-by-case basis.
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity of thought and background. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
**How to Apply**
If you're passionate about delivering exceptional customer service and are eager to grow with a dynamic organization, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below.
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