At arenaflex, we're simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the healthcare system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us and start doing your life's best work.
**About arenaflex**
arenaflex is a leading healthcare organization dedicated to providing innovative solutions that improve the lives of our members and their families. We're committed to creating a healthier world, one community at a time. Our team of passionate and dedicated professionals is driven by a shared vision of making healthcare more accessible, affordable, and equitable for all.
**Job Summary**
We're seeking an experienced Special Needs Healthcare Customer Advisor to join our team of highly skilled professionals. As a Special Needs Healthcare Customer Advisor, you'll play a critical role in delivering exceptional customer service to our members who have special needs or are caring for family members with special needs. You'll be responsible for providing holistic family support, resolving complex issues, and creating a memorable, positive experience for our members.
**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, owning end-to-end resolution of issues.
* 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, 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 framing realistic expectations for members.
* Plan, prioritize, organize and complete work to meet established objectives for our families.
* Responsible for managing project time to insure 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 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.
**Requirements**
* 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).
**Diversity and Inclusion**
* arenaflex is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
* arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
**How to Apply**
If you're passionate about making a difference in the lives of our members and their families, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application.
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