**Job Description:**
About arenaflex
At arenaflex, we're passionate about making a difference in people's lives. As a leading healthcare company, we're committed to helping individuals get the medicine they need to feel better and live well. Our team is driven by a shared purpose: to provide exceptional service and support to our members and providers. We're proud to be an equal opportunity and affirmative action employer, and we welcome diverse candidates to join our team.
Job Summary
We're seeking an experienced Customer Care Associate I to join our remote team. As a key member of our customer service team, you'll be responsible for providing outstanding service to internal and external customers, resolving administrative concerns, and striving to meet or exceed operations production and quality standards. If you're a customer-focused individual with excellent communication skills and a passion for delivering exceptional service, we encourage you to apply.
Responsibilities
As a Customer Care Associate I, you'll be responsible for:
- Actively listening and probing callers in a professionally and timely manner to determine the purpose of the calls.
- Researching and articulately communicating information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality.
- Resolving customer administrative concerns as the first line of contact, including claim resolutions and other expressions of dissatisfaction.
- Assisting efforts to continuously improve by identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies.
- Assisting in the mentoring and training of new staff.
- Assuming full responsibility for self-development and career progression, proactively seeking and participating in ongoing training sessions (formal and informal).
- Comprehensively assembling and entering patient information into the appropriate delivery system to initiate the EAP, Care, and Utilization management programs.
- Demonstrating flexibility in areas such as job duties and schedule to aid in better serving members and helping arenaflex achieve its business and operational goals.
- Educating providers on how to submit claims and when/where to submit a treatment plan.
- Identifying and responding to Crisis calls and continuing assistance with the Clinician until the call has been resolved.
- Informing providers and members on arenaflex's appeal process.
- Leading or participating in activities as requested that help improve Care Center performance, excellence, and culture.
- Linking or making routine referrals and triage decisions not requiring clinical judgment.
- Performing necessary follow-up tasks to ensure member or provider needs are completely met.
- Providing information regarding arenaflex's in-network and out-of-network reimbursement rates and states multiple networks to providers.
- Referring callers requesting provider information to Provider Services regarding arenaflex's professional provider selection criteria and application process.
- Referring patients/EAP clients to the arenaflex's Care Management team for a provider, EAP affiliate, or Facility.
- Responsible for updating self on ever-changing information to ensure accuracy when dealing with members and providers.
- Supporting team members and participating in team activities to help build a high-performance team.
- Thoroughly documenting customers' comments/information and forwarding required information to the appropriate staff.
Requirements
To be successful in this role, you'll need:
- Work experience in customer service, preferably in a healthcare setting.
- Excellent communication and interpersonal skills, with the ability to effectively communicate with internal and external customers.
- Strong problem-solving and analytical skills, with the ability to resolve complex customer concerns.
- Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines.
- Proficient typing skills (average 35+ WPM) with strong written and verbal communication skills.
- Ability to multitask and manage multiple calls simultaneously.
- Flexibility in scheduling and comfortable with change, as customer service is an ever-changing environment.
- Ability to work independently and as part of a team to achieve common goals.
Preferred Qualifications
While not required, the following qualifications are preferred:
- Associate's or Bachelor's degree in a related field, such as business, communications, or healthcare.
- Certifications in customer service, healthcare, or a related field.
- Experience working in a call center or customer service environment.
Career Growth Opportunities and Learning Benefits
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Care Associate I, you'll have opportunities to:
- Participate in ongoing training sessions and professional development programs.
- Take on additional responsibilities and contribute to the growth and success of our team.
- Develop your skills and knowledge in areas such as customer service, healthcare, and technology.
- Collaborate with cross-functional teams to achieve common goals and objectives.
Work Environment and Company Culture
At arenaflex, we're proud of our fast-paced and dynamic work environment, which is ideal for proactively addressing the constant changes in today's healthcare industry. Our employees are involved, empowered, and rewarded for their achievements. We value new ideas and work collaboratively to provide the highest quality of care and service to our members.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including:
- A salary range of $16.00 - $21.26 per hour, based on experience and skills.
- A comprehensive benefits package, including medical, dental, and vision insurance.
- A 401(k) retirement savings plan with company match.
- Flexible scheduling and remote work options.
- Opportunities for professional development and career growth.
How to Apply
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and learn more about our company culture and benefits.
Apply Now!
We're an equal opportunity and affirmative action employer, and we welcome diverse candidates to join our team. We're committed to providing a work environment that's inclusive, respectful, and supportive of all employees.
Apply for this job