Experienced Customer Support Associate - Employee Assistance Program (EAP) - Remote Opportunity at arenaflex

At arenaflex, we're committed to providing exceptional customer support to individuals, families, and communities in need of mental health services. As a key player in the Health Care Services & Hospitals market, we're seeking a highly skilled and compassionate Customer Support Associate to join our team. This is an exciting opportunity to make a meaningful difference in people's lives while working in a dynamic and supportive environment.

About arenaflex

arenaflex is a leading provider of virtual and in-person outpatient mental health care for children, adolescents, and adults experiencing a variety of mental health conditions. With a strong commitment to delivering compassion, building relationships, and celebrating difference, we strive to create a truly healthy society where mental and physical healthcare are unified to make lives better. Our mission is to help people lead healthier, more fulfilling lives by improving access to trusted, affordable, and personalized mental healthcare.

Our Vision

Our vision is to be the go-to provider of mental health services, renowned for our exceptional care, innovative approaches, and dedication to making a positive impact on our communities. We believe that everyone deserves access to quality mental health care, and we're committed to making that a reality.

Our Values

At arenaflex, we're guided by a set of core values that shape our culture and inform our decision-making:

• Delivering Compassion: We care for people unconditionally and act with empathy always.
• Building Relationships: We are collaborative, building enduring relationships to achieve more together.
• Celebrating Difference: We respect the diversity of every individual's lived experiences.

Job Summary

We're seeking a highly skilled and compassionate Customer Support Associate to join our team. As a Customer Support Associate, you'll play a vital role in assisting new patients to establish care with our providers. This position is responsible for scheduling initial assessments, collecting necessary demographic information, verifying insurance eligibility, and managing referrals and clinical history to appropriately match patients with the most suitable providers.

Responsibilities

As a Customer Support Associate, you'll be responsible for:

• Efficiently handling communications via phone (inbound and outbound), email, voicemail, faxes, and chat.
• Identifying and communicating patient trends and feedback, including scheduling barriers to Intake.
• Interacting with Practice Operations team as necessary to ensure proper patient matching.
• Conducting thorough intake assessments to understand patient needs and match them with the most appropriate provider.
• Scheduling initial appointments promptly and accurately with detail outlining patients' needs, including talk therapy and/or medication management.
• Collecting patient insurance information and running eligibility to ensure in-network benefits for matched provider.
• Obtaining and verifying patient clinical history, demographic details, insurance information, and eligibility.
• Collecting credit card for file and maintaining compliance.
• Assisting new patients with portal setup and new patient paperwork.
• Processing and managing referral paperwork efficiently.
• Ensuring all patient interactions and transactions are accurately documented in the Electronic Health Record (EHR) system.
• Proactively contacting referral source, patient, and/or provider office to obtain additional information that is required to complete verification of benefits and/or prior authorizations.
• Contacting existing patients to initiate new services based on internal and external referrals.
• Assisting new patient with any questions regarding new patient appointments or referrals.
• Professionally and calmly assisting with incoming emergency calls as appropriate and following crisis call protocols.
• Performing additional tasks and responsibilities as assigned by management to support the overall efficiency of the intake department.
• Adhering to all relevant policies, regulations, and compliance standards throughout the intake process, including HIPAA and PCI.

Competencies & Skills

To be successful in this role, you'll need to possess:

• Adaptability: Quickly learn and adapt to the intake department's processes and technology, including Electronic Health Record (EHR) systems, appointment scheduling tools, and contact center systems.
• Communication Skills: Strong verbal and written communication skills to interact effectively with patients, providers, and referral sources.
• Organizational Skills: Excellent organizational skills with the ability to manage multiple tasks and priorities simultaneously.
• Customer Service: A patient-centric approach with a strong commitment to providing exceptional customer service, empathy, and compassion.
• Problem-Solving: Ability to handle complex situations and make informed decisions to resolve issues efficiently.
• Detailed Oriented: Demonstrates meticulous attention to detail, ensuring accuracy and completeness in all tasks.
• Team Player: Collaborative attitude with the ability to work well in a team-oriented environment.

Skills & Experience

To be considered for this role, you'll need:

High school diploma or equivalent

required; Bachelor's degree preferred.

2+ years of experience

in a contact center environment and/or healthcare environment.

Strong computer proficiency

with knowledge of Microsoft Office, Internet, and Email.

Prior experience working with Electronic Health Record systems (EHRs)

, preferred.

Clear understanding of insurance-related terminology

.

Fluent in English

, required, and a professional working proficiency in Spanish may be required.

Quiet, distraction-free, dedicated HIPAA-compliant workspace

in your remote office with high-speed hard-wired internet access.

Ability to multi-task and prioritize work

in a fast-paced work environment.

Benefits

As a full-time employee of arenaflex, you'll enjoy a comprehensive benefits package, including:

• Medical, dental, vision, AD&D, short and long-term disability, and life insurance.
• 401(k) retirement savings with employer match.
• Paid parental leave.
• Paid time off.
• Holiday pay.
• An Employee Assistance Program.

How to Apply

If you're a motivated and compassionate individual who is passionate about making a difference in people's lives, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive work environment for all our employees. Learn more about Diversity, Equity, and Inclusion at arenaflex. Apply Job! Apply for this job