Experienced Customer Service Advocate II - Outbound: Revolutionizing Healthcare Support at arenaflex

At arenaflex, we're on a mission to transform the lives of our 28 million members by delivering exceptional customer care. As a Customer Service Advocate II - Outbound, you'll play a vital role in shaping the future of healthcare support. Join our dynamic team and discover a fresh perspective on workplace flexibility, competitive benefits, and opportunities for growth.

Position Purpose:

As a Customer Service Advocate II - Outbound, you'll be the face of arenaflex, providing education and information to members and/or providers on behalf of our customer service team. Your primary objectives will be to:

• Deliver timely, accurate, and personalized support to providers via outbound calls
• Educate members and/or providers on the latest updates or changes made to products
• Gather information to ensure a successful experience
• Escalate calls when necessary to resolve complex issues
• Serve as the front-line support for various member and/or provider inquiries, requests, or concerns
• Assist with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims-related outreach with providers

Key Responsibilities:

* Make outbound calls to providers to provide timely, accurate, and personalized support

• Educate members and/or providers on the latest updates or changes made to products
• Gather information to ensure a successful experience
• Escalate calls when necessary to resolve complex issues
• Serve as the front-line support for various member and/or provider inquiries, requests, or concerns
• Assist with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims-related outreach with providers
• Maintain performance and quality standards based on established contact center metrics
• Expand knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility)
• Document information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remain up-to-date and adhere to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance

Essential Qualifications:

* High School diploma or GED required

• 1-2 years of related experience in a contact center environment preferred
• May require vocational or technical education in addition to prior work experience
• Vocation or technical education may include additional on-the-job training or continuous learning education

Preferred Qualifications:

* Experience in a healthcare or insurance industry

• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment
• Proficiency in CRM applications
• Basic knowledge of healthcare policies and procedures

Skills and Competencies:

* Excellent communication and interpersonal skills

• Ability to work in a fast-paced environment
• Strong problem-solving and analytical skills
• Proficiency in CRM applications
• Basic knowledge of healthcare policies and procedures
• Ability to adapt to changing priorities and deadlines
• Strong customer service skills
• Ability to work independently and as part of a team

Career Growth Opportunities and Learning Benefits:

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Advocate II - Outbound, you'll have access to:

• Ongoing training and development opportunities
• Mentorship programs
• Career advancement opportunities
• Opportunities for professional growth and development
• A comprehensive benefits package, including competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules

Work Environment and Company Culture:

At arenaflex, we're dedicated to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on the principles of:

• Respect and empathy
• Open communication and transparency
• Collaboration and teamwork
• Continuous learning and growth
• Innovation and creativity

Compensation, Perks, and Benefits:

As a Customer Service Advocate II - Outbound, you'll receive a competitive hourly rate of $17.17 - $26.97 per hour, depending on your skills, experience, education, and other job-related factors permitted by law. In addition to your hourly rate, you'll also receive:

• Comprehensive benefits package, including health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules
• Opportunities for professional growth and development
• Ongoing training and development opportunities
• Mentorship programs
• Career advancement opportunities

Equal Opportunity Employer:

arenaflex is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified Applicants with Arrest or Conviction Records:

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act.

How to Apply:

If you're passionate about delivering exceptional customer care and making a difference in the lives of our 28 million members, apply now to become a Customer Service Advocate II - Outbound at arenaflex. Apply for this job