Experienced Senior Service Advocate – Customer Service Representative (Remote)

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our members' expectations. As a Senior Service Advocate, you'll play a vital role in providing personalized support to our members, helping them navigate their health care journey and achieve their wellness goals. If you're passionate about making a difference in people's lives and possess excellent communication skills, we encourage you to join our team.

About arenaflex

arenaflex is a leading health care organization committed to transforming the way we deliver care. Our purpose is to bring heart to every moment of our members' health, and we're driven by a shared passion for innovation, empathy, and excellence. With a culture that values diversity, equity, and inclusion, we strive to create a workplace where everyone feels empowered to grow, learn, and thrive.

Job Summary

As a Senior Service Advocate, you'll be responsible for providing exceptional customer service to our members, addressing their concerns, and connecting them with the right resources to achieve their health and wellness goals. You'll work closely with our interdisciplinary care team to ensure seamless coordination of care and provide support to members with complex needs. If you're a motivated and compassionate individual with a passion for health care, we invite you to join our team and make a meaningful difference in the lives of our members.

Key Responsibilities

* Provide exceptional customer service to members via phone, addressing their concerns, and connecting them with the right resources to achieve their health and wellness goals

• Conduct Health Risk Assessments (HRAs) to identify members' medical, functional, cognitive, psychosocial, and mental health needs
• Use motivational interviewing and consultative techniques to gather comprehensive information about members' needs
• Champion for members by connecting them with urgent needs to the appropriate arenaflex team, including our interdisciplinary care team and customer service
• Build trusting relationships with members by engaging them in meaningful and relevant conversations, prior to and during assessments
• Effectively support members during enrollment calls, managing difficult or emotional situations, responding promptly to member needs, and demonstrating empathy and a sense of urgency when appropriate
• Conduct triage, connecting members with appropriate care team personnel, including care managers and customer service when needed
• Accurately and consistently document each call in the member's electronic record, thoroughly completing required actions with a high level of detail to ensure compliance requirements are met
• Protect the confidentiality of member information and adhere to company policies regarding privacy/ HIPAA
• Demonstrate an outgoing, enthusiastic, and caring presence over the telephone

Essential Qualifications

* At least 3 years of experience in health care, customer service, telemarketing, and/or sales

• Familiarity with basic medical terminology, health care, and the concepts of care management
• Medicare/Medicaid/DSNP experience preferred
• Experience with computers, including knowledge of Microsoft Word, Outlook, and Excel required
• Strong organizational skills, including effective verbal and written communications skills required
• Data entry and documentation within member records is strongly preferred
• Flexibility with work schedule to meet business needs
• Bilingual desired

Preferred Qualifications

* Associates/Bachelor's degree in a related field

• Experience working with electronic health records (EHRs) and other health care software
• Certification in a related field, such as Certified Medical Assistant (CMA) or Certified Health Education Specialist (CHES)

Skills and Competencies

* Excellent communication and interpersonal skills

• Ability to work in a fast-paced environment and manage multiple priorities
• Strong problem-solving and critical thinking skills
• Ability to build trusting relationships with members and colleagues
• Familiarity with health care terminology and concepts
• Experience working with diverse populations and cultures
• Ability to adapt to change and navigate ambiguity

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:

• On-the-job training and mentorship
• Online courses and certification programs
• Leadership development opportunities
• Professional networking and collaboration
• Opportunities for advancement and career growth

Work Environment and Company Culture

arenaflex is a remote-friendly organization that values flexibility and work-life balance. Our team members work from the comfort of their own homes, with access to the latest technology and tools to support their success. We're committed to creating a workplace culture that's inclusive, diverse, and supportive, where everyone feels empowered to grow, learn, and thrive.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Base hourly rate or base annual full-time salary
• Opportunities for bonuses and incentives
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement savings plan and Employee Stock Purchase Plan
• Paid time off (PTO) and paid holidays
• Flexible work schedule and remote work options
• Professional development opportunities and training programs
• Access to the latest technology and tools
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and compassionate individual with a passion for health care, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, by [01/31/2025]. We look forward to hearing from you! Apply Now! Apply for this job