At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our members' expectations. As a Senior Service Advocate, you'll play a critical role in bringing our heart to every moment of our members' health, providing personalized support and guidance to help them navigate their health care journey. If you're passionate about delivering top-notch customer service, have a heart for helping others, and thrive in a dynamic, fast-paced environment, we want to hear from you!
**About arenaflex**
arenaflex is a leading health care company that's committed to making health care more personal, convenient, and affordable. With a shared purpose of bringing our heart to every moment of our members' health, we're driven by a passion for innovation, a commitment to excellence, and a dedication to delivering exceptional customer experiences. Our Heart At Work Behaviors support this purpose, empowering our team members to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions.
**Job Summary**
As a Senior Service Advocate, you'll be responsible for providing exceptional customer service to our members, ensuring they receive the support and guidance they need to navigate their health care journey. You'll be the champion of our members, connecting them with urgent needs to the appropriate arenaflex team, including our interdisciplinary care team and customer service. Your primary focus will be on outreaching DSNP members via phone to introduce the DSNP services and complete the Health Risk Assessment (HRA), which sets the foundation for follow-up care management.
**Key Responsibilities**
* Uses motivational interviewing and other consultative techniques to gather comprehensive information about a member's medical, functional, cognitive, psychosocial, and mental health needs
* Accountable to the highest level of compliance integrity
* Champions for the member by connecting members with urgent needs to the appropriate arenaflex team, including DSNP's interdisciplinary care team and customer service
* Initiates engagement with assigned members to introduce the program and drive active participation in completion of their Health Risk Assessment
* Builds a trusting relationship with the member by engaging the member in meaningful and relevant conversation, prior to and during assessment
* Effectively supports members during enrollment calls, appropriately managing difficult or emotional member situations, responding promptly to member needs, and demonstrating empathy and a sense of urgency when appropriate
* Conducts triage, connecting members with appropriate care team personnel including care managers and customer service when needed
* Accurately and consistently documents each call in the member's electronic record, thoroughly completing required actions with a high level of detail to ensure we meet our compliance requirements
* Protects the confidentiality of member information and adheres to company policies regarding privacy/ HIPAA
* Ability to be agile, manage multiple priorities, and adapt to change with enthusiasm
* Determined to build strong relationships with peers and our DSNP members
* Demonstrates an outgoing, enthusiastic, and caring presence over the telephone
**Essential Qualifications**
* At least 3 years of experience in health care, customer service, telemarketing, and/or sales
* Familiarity with basic medical terminology, health care, and the concepts of care management
* Medicare/Medicaid/DSNP experience preferred
* Experience with computers, including knowledge of Microsoft Word, Outlook, and Excel required
* Strong organizational skills, including effective verbal and written communications skills required
* Data entry and documentation within member records is strongly preferred
* Flexibility with work schedule to meet business needs
* Bilingual desired
**Preferred Qualifications**
* Associates/Bachelor's degree preferred
* Experience with electronic health records and data management systems
**Skills and Competencies**
* Excellent communication and interpersonal skills
* Strong problem-solving and critical thinking skills
* Ability to work in a fast-paced, dynamic environment
* Strong organizational and time management skills
* Ability to adapt to change and prioritize multiple tasks
* Strong analytical and technical skills
* Ability to work independently and as part of a team
* Strong customer service skills, with a focus on empathy and understanding
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our team members grow and develop their careers. We offer a range of training and development opportunities, including:
* On-the-job training and coaching
* Online training and development courses
* Mentorship programs
* Leadership development opportunities
* Career advancement opportunities
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced work environment that's committed to delivering exceptional customer experiences. Our company culture is built on our Heart At Work Behaviors, which empower our team members to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions. We're a team of passionate and dedicated professionals who are committed to making a difference in the lives of our members.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* A base hourly rate or base annual full-time salary, depending on experience and qualifications
* Opportunities for career advancement and professional growth
* A range of benefits, including medical, dental, and vision insurance, as well as a 401(k) retirement savings plan and an Employee Stock Purchase Plan
* Paid time off, including vacation pay and paid holidays
* A fully-paid term life insurance plan and short-term and long-term disability benefits
* Numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners
**How to Apply**
If you're passionate about delivering exceptional customer service and have a heart for helping others, we want to hear from you! Please submit your application, including your resume and a cover letter, by [01/31/2025]. We look forward to hearing from you!
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