Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you have a strong background in healthcare and a knack for navigating complex claims and benefits processes? If so, aren'taflex is seeking highly skilled and motivated Customer Service Advocates to join our team.
**About arenaflex**
arenaflex is a leading provider of back-office support technology and tech-enabled outsourced services to healthcare plans nationwide. With a strong commitment to excellence and a passion for delivering exceptional service, arenaflex has established itself as a mission-critical partner to healthcare plans, enhancing engagement and satisfaction with their members and providers. Our innovative workflow technology platform, JetStreamTM, helps us streamline claims operations and provide unparalleled support to our clients.
**The Role**
As a Customer Service Advocate at arenaflex, you will play a vital role in taking member services calls, addressing policy management, benefits, and claim inquiries. You will be a valued member of our team, providing exceptional customer service to our clients and members by ensuring their satisfaction on calls. Your expertise in healthcare terminology, including ICD-9 and ICD-10 coding, will be essential in accurately and efficiently reading and relaying information to members.
**Key Responsibilities**
* Member and Provider Support: Manage inbound and outbound calls, responding to member and provider inquiries with professionalism and accuracy. Provide information on membership options, benefits, and account status on behalf of our clients.
* Application Processing: Review, verify, and process membership applications efficiently, ensuring completeness and accuracy of all required information.
* Data Entry and Management: Maintain and update member information in our CRM systems, ensuring data integrity and accuracy across multiple client accounts.
* Multitasking: Handle multiple client accounts and responsibilities simultaneously, managing calls, processing paperwork, and updating databases without compromising on quality.
* Quality Assurance: Perform regular audits of member data to ensure compliance with client standards and industry regulations, identifying and rectifying any discrepancies.
* Collaboration: Coordinate with other teams within arenaflex, including IT, customer service, and quality assurance, to resolve issues and enhance service delivery for our clients.
* Process Improvement: Continuously identify opportunities to streamline processes and contribute to initiatives that improve client satisfaction and operational efficiency.
**Job Description**
* Handle Inbound Calls: Receive and respond to calls primarily from members, providers, and occasionally other health plans. Provide information on the status of authorization requests, including both inpatient and outpatient services.
* Authorization Management: Address and manage re-direct requests. Handle requests to re-fax authorization documents as needed.
* Extensive Claims Denial: Deep understanding and description of claims and claims denials.
* Lines of Business: General Membership, Health Plan Providers, ETC.
* Documentation and Compliance: Accurately document call interactions and outcomes in the appropriate systems. Ensure compliance with all relevant regulations and guidelines.
* Customer Service: Maintain a high level of professionalism and customer service in all interactions. Resolve issues promptly and effectively, ensuring customer satisfaction.
**Qualifications**
* Educational Background: High school diploma or equivalent
* Technical Skills:
+ Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
+ Experience with CRM systems or membership databases
+ Strong typing and data entry skills, with the ability to manage multiple systems simultaneously
* Other Qualifications:
+ Attention to Detail: Keen ability to detect and correct errors in data, ensuring high standards of accuracy and consistency
+ Multitasking Ability: Proven track record of effectively managing multiple tasks and priorities in a busy work environment
+ Communication Skills: Excellent verbal and written communication skills, with the ability to articulate information clearly and confidently to members
+ Problem-Solving Skills: Strong analytical capabilities with a focus on identifying issues and implementing solutions quickly and effectively
+ Customer Service Orientation: A passion for delivering exceptional service to clients and their members, aligning with arenaflex's commitment to excellence
**What We Offer**
* Genuine work/life balance - a predictable schedule
* Paid training period
* Medical, Dental, Life, Vision, HSA, 401K
* PTO
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
**Work Environment and Company Culture**
arenaflex is a remote-friendly company, offering a flexible and autonomous work environment. Our team is passionate about delivering exceptional service and making a positive impact on people's lives. We value diversity, equity, and inclusion, and strive to create a workplace that is welcoming and inclusive for all employees.
**Compensation and Benefits**
* Salary: $17.00 - $19.00 per hour
* Benefits: Medical, Dental, Life, Vision, HSA, 401K
* PTO: Generous paid time off policy
* Opportunities for career growth and professional development
**How to Apply**
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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