Introduction to arenaflex
At arenaflex, our mission is to make a meaningful difference in the lives of our members and providers by delivering exceptional customer service and support. We believe that everyone deserves access to the medicine they need to feel better and live well, and we are dedicated to making that a reality. Our team is passionate about providing outstanding service and strives to resolve member and provider needs on the first call. If you are a customer-focused individual with a passion for helping others, we encourage you to join our team as a Customer Care Associate I – Remote.
Job Summary
This front-line service position is responsible for providing assistance to arenaflex members and providers regarding programs, policies, and procedures. As a Customer Care Associate I – Remote, you will be the first point of contact for incoming calls related to eligibility, benefits, claims, and authorization of services. You will also be responsible for administering intake documentation into the appropriate systems and providing outstanding service to internal and external customers. Our goal is to provide exceptional service and support to our members and providers, and we are looking for a talented and dedicated individual to join our team.
Key Responsibilities
- Actively listen to and probe callers in a professional and timely manner to determine the purpose of their calls
- Research and articulate information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality
- Resolve customer administrative concerns as the first line of contact, including claim resolutions and other expressions of dissatisfaction
- Assist in efforts to continuously improve by identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies
- Mentor and train new staff members to ensure a smooth transition and knowledge sharing
- Assume full responsibility for self-development and career progression, proactively seeking and participating in ongoing training sessions (formal and informal)
- Comprehensively assemble and enter patient information into the appropriate delivery system to initiate the EAP, Care, and Utilization management programs
- Demonstrate flexibility in areas such as job duties and schedule to aid in better serving members and help arenaflex achieve its business and operational goals
- Educate providers on how to submit claims and when/where to submit a treatment plan
- Identify and respond to crisis calls and continue assistance with the Clinician until the call has been resolved
- Inform providers and members on arenaflex's appeal process
- Lead or participate in activities as requested that help improve Care Center performance, excellence, and culture
- Link or make routine referrals and triage decisions not requiring clinical judgment
- Perform necessary follow-up tasks to ensure member or provider needs are completely met
- Provide information regarding arenaflex's in-network and out-of-network reimbursement rates and states multiple networks to providers
- Refer callers requesting provider information to Provider Services regarding arenaflex's professional provider selection criteria and application process
- Refer patients/EAP clients to 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
- Support team members and participate in team activities to help build a high-performance team
- Thoroughly document customers' comments/information and forward required information to the appropriate staff
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- High school diploma or equivalent required
- Customer service experience required
- Proficient typing skills (avg. 35+ WPM) with strong written and verbal communication skills
- Ability to maneuver through various computer platforms while verifying information on all calls
- Ability to talk and type simultaneously
- Flexibility in scheduling and comfort with change as customer service is an ever-changing environment
Preferred Qualifications
The following qualifications are preferred but not required:
- Associate's or Bachelor's degree
- Previous experience in a remote customer service environment
- Certifications in customer service or a related field
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced environment and prioritize multiple tasks
- Strong attention to detail and ability to maintain confidentiality
- Ability to work independently and as part of a team
- Strong adaptability and flexibility in a changing environment
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Customer Care Associate I – Remote, you will have access to ongoing training and development opportunities to help you advance in your career. You will also have the opportunity to work with a talented and dedicated team of professionals who are passionate about delivering exceptional customer service.
Work Environment and Company Culture
At arenaflex, we pride ourselves on our positive and supportive work environment. We believe in fostering a culture of inclusivity, respect, and empathy, and we are committed to creating a workplace where everyone feels valued and supported. As a remote employee, you will be part of a virtual team that is connected and collaborative, and you will have the opportunity to participate in virtual team-building activities and events.
Compensation, Perks, and Benefits
The potential pay for this position ranges from $16.00 - $21.26 based on experience and skills. arenaflex offers a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) retirement plan and paid time off. We also offer a range of perks and incentives, including flexible scheduling, remote work options, and opportunities for professional development and growth.
Conclusion
If you are a customer-focused individual with a passion for helping others, we encourage you to apply for the Customer Care Associate I – Remote position at arenaflex. This is a unique opportunity to join a talented and dedicated team of professionals who are committed to delivering exceptional customer service and support. With a competitive salary, comprehensive benefits package, and opportunities for growth and development, this is a career opportunity that you won't want to miss. Apply today to join the arenaflex team and start making a meaningful difference in the lives of our members and providers!
Apply Now