Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of others? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join our award-winning team at arenaflex as an Evening Customer Care Associate (Healthcare).
**About arenaflex**
arenaflex is the nation's leading provider of health advocacy, navigation, well-being, and integrated benefits programs. For 20 years, we've been dedicated to helping our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness, or behavioral health need.
**Why Work at arenaflex?**
At arenaflex, we're committed to creating a work environment that's supportive, inclusive, and empowering. Our employees enjoy:
* Comprehensive training programs to help you develop the skills and knowledge you need to succeed
* Collaborative teams that work together to achieve common goals
* Opportunities for career growth and advancement
* A total rewards package that includes robust medical coverage, dental and vision benefits, tuition assistance, 401(k) savings plan with company match, paid time off, paid holidays, employee assistance programs, and wellness programs
* A flexible work schedule that allows you to balance your work and personal life
**Job Summary**
As an Evening Customer Care Associate (Healthcare) at arenaflex, you'll play a critical role in delivering exceptional customer experiences to our members. You'll be responsible for:
* Answering incoming calls and responding to member inquiries and issues in a timely and professional manner
* Determining the best course of action to resolve member issues and concerns
* Transferring calls to internal or external resources as needed
* Verifying and collecting demographic information and updating member records
* Following up with members, providers, insurance carriers, and vendors to ensure adherence to established policies and procedures
* Providing exceptional customer service and resolving issues in a fair and timely manner
* Maintaining accurate records and documentation of member interactions
* Collaborating with team members to achieve common goals and objectives
**Key Responsibilities**
* Service Functions:
+ Assist members in navigating the healthcare system by answering incoming calls and responding to member inquiries and issues
+ Determine the best course of action to resolve member issues and concerns
+ Transfer calls to internal or external resources as needed
+ Verify and collect demographic information and update member records
+ Follow up with members, providers, insurance carriers, and vendors to ensure adherence to established policies and procedures
+ Provide exceptional customer service and resolve issues in a fair and timely manner
* Research Assistance:
+ Assist in resolving routine program quality issues by identifying issues and researching in a timely manner
+ Follow research through until resolution
+ Document all issues thoroughly and maintain department files
+ Continuously evaluate the status of all work efforts and prioritize tasks to ensure timely and quality services
* Team Interfaces/Customer Service:
+ Establish and maintain professional relationships with internal and external customers, team members, and department contacts
+ Cooperate with team members to meet goals and complete tasks
+ Provide quality customer service that exceeds customer expectations and improves service levels
+ Treat all internal and external customers, team members, and department contacts with dignity and respect
**Requirements**
* High school diploma or GED required; associate's degree from an accredited college or university with major coursework in business administration, liberal arts, healthcare, or a related field preferred
* Minimum one year customer service experience required
* Basic knowledge of MS Word and Excel required
* Ability to pass standardized interview and job-related testing
* Ability to work in a fast-paced, dynamic environment and adapt to changing priorities and deadlines
* Excellent communication, problem-solving, and interpersonal skills
* Ability to maintain confidentiality and handle sensitive information with discretion
**Preferred Qualifications**
* Experience working in a healthcare or customer service environment
* Knowledge of healthcare policies and procedures
* Experience with customer relationship management (CRM) software
* Certification in customer service or a related field
**Work Environment**
* This position will be performed in a remote work environment
* The incumbent will be expected to work independently and as part of a team to achieve common goals and objectives
* The work environment will be fast-paced and dynamic, with frequent interruptions and changing priorities
* The incumbent will be required to use a computer and other technology to perform job duties
**Compensation and Benefits**
* Starting rate: $18.00 per hour
* Comprehensive benefits package, including 401(k) savings plan with company match, dental and vision insurance, employee assistance program, health insurance, paid time off, and wellness programs
* Flexible work schedule that allows you to balance your work and personal life
* Opportunities for career growth and advancement
**How to Apply**
If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the lives of others, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our website.
**Equal Employment Opportunity**
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 are committed to the principles of equal employment opportunity.
**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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