At arenaflex, we're simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our highly skilled team of Care Advisors is dedicated to serving and managing special needs for our members and/or their family members. When you join our team as a Special Needs Healthcare Customer Advisor, you will have the opportunity to deliver an extraordinary experience to family members who need an ally. Care Advisors are empowered to fast track resolutions and serve as an ongoing resource to provide guidance and community resources during key transition times throughout the family's journey.
**About arenaflex**
arenaflex is a leading healthcare company that's committed to making a difference in the lives of millions of people. We believe that everyone deserves access to quality healthcare, regardless of their background or circumstances. Our mission is to help people live healthier lives and make the healthcare system work better for everyone. We're passionate about creating a more equitable and sustainable healthcare system that addresses the unique needs of our members.
**Job Summary**
We're seeking an experienced Special Needs Healthcare Customer Advisor to join our team of dedicated professionals. As a Special Needs Healthcare Customer Advisor, you will provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs. You will be responsible for owning end-to-end resolution of issues, serving as an ongoing point of contact for members, and creating and building ongoing relationships with others. You will also be responsible for making decisions independently, solving problems creatively, and consistently following through on commitments.
**Key Responsibilities**
* Provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs
* Serve as an ongoing point of contact for members, primarily via the phone channel (may also use email, chat, text), delivering compassionate support to members and creating a memorable, positive experience
* Create and build ongoing relationships with others, including both members and teammates
* Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking
* Consistently follow through on commitments and frame realistic expectations for members
* Plan, prioritize, organize, and complete work to meet established objectives for our families
* Manage project time to ensure follow-up and outreach work is completed in a timely manner
* Families served include a range of low, moderate, and high needs as determined by clinical needs, financial impacts, and/or level of escalation
* Process includes outreach calls to initiate contact with members referred by executives and partners
* Responsible for maintaining accurate family counts on our documentation platform
* Focus on teamwork and fostering a strong team environment through activities including mentoring and acting as a resource for colleagues
* Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for the member
* Determine appropriate referrals to other programs/services as needed with or without technology guidance
* Responsible for providing high-quality member experience as reflected in post-contact surveys and member feedback
**Essential Qualifications**
* High School Diploma / GED OR equivalent work experience
* 1+ years of experience helping, resolving, or advocating on behalf of members or customers
* Experience using a computer and Microsoft Office, including Microsoft Word (create correspondence and work within templates), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (email and calendar management)
* Ability to work 40 hours per week, Monday through Friday, from 9:45am - 6:15pm CST, within our Family Engagement Center. It may be necessary, given the business need, to work occasional overtime
* Must be 18 years of age or older
**Preferred Qualifications**
* 1+ years of A4Me OR 3+ months of Quick Assist experience
* Claims processing experience
* Experience providing care for children with special needs
* Experience within a member-focused healthcare environment
* Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non-profit agencies)
**Telecommuting Requirements**
* Ability to keep all company-sensitive documents secure (if applicable)
* Required to have a dedicated work area established that is separated from other living areas and provides information privacy
* Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service
**Compensation and Benefits**
* California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington, or Rhode Island Residents Only: The hourly range for California / Colorado / Connecticut / Nevada / New York / New Jersey / Washington / Rhode Island residents is $18.80 - $36.78 per hour. Pay is based on several factors, including but not limited to education, work experience, certifications, etc.
* In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).
**Work Environment and Culture**
* arenaflex is a dynamic and fast-paced work environment that requires agility and flexibility to excel.
* We're committed to creating a culture that values diversity, equity, and inclusion.
* Our team is passionate about making a difference in the lives of our members and is dedicated to delivering exceptional customer service.
**How to Apply**
If you're passionate about making a difference in the lives of our members and are looking for a challenging and rewarding career opportunity, please apply to this position. We're excited to hear from you and learn more about your qualifications and experience.
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