Experienced Behavioral Health Customer Service Advocate – Dedicated Line – arenaflex Health Services – Remote Opportunity

Are you a compassionate and empathetic individual with a Master's degree in psychology, social work, or a related field? Do you have a passion for helping others and making a meaningful impact in the lives of those in need? If so, we invite you to join arenaflex Health Services as a Behavioral Health Customer Service Advocate – Dedicated Line. In this rewarding role, you will be part of a dynamic team that is dedicated to providing exceptional customer service and support to individuals seeking mental health and substance use disorder services.

About arenaflex Health Services

arenaflex Health Services is a leading provider of pharmacy, care, and benefit solutions that aim to improve health and increase vitality. With a relentless focus on innovation, we strive to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people. Our mission is to drive growth and improve lives, and we invite you to join us on this journey.

Job Summary

As a Behavioral Health Customer Service Advocate – Dedicated Line, you will be responsible for providing exceptional customer service and support to individuals seeking mental health and substance use disorder services. You will work in a fast-paced, dynamic environment, handling back-to-back phone calls from members and providers, and utilizing your skills in empathy, active listening, multitasking, and problem-solving to ensure every caller's experience with arenaflex is both efficient and compassionate.

Key Responsibilities

* Take back-to-back phone calls from members and providers, lasting approximately 8-10 minutes

• Triage and conduct intake for risk of harm and substance use concerns
• Communicate eligibility, assist with scheduling appointments and providing referrals, quote benefits, and advise on authorization requirements
• Utilize resources and independent judgment to deliver accurate information, exceptional service, and resolution on the first call
• Collaborate with matrix partners and coordinate seamless handoffs to clinical teams for timely support
• Navigate multiple systems and applications across multiple screens while on calls (sometimes up to 9 programs at once)
• Work with account-specific VIP's to ensure appropriate support for members
• Provide start-to-finish case ownership with claims by:

+ Explaining how benefits were applied to claims and how claims were processed + Supporting complex case completion and appropriate resolution achieved through any necessary communication + Working with claims examiners to determine appropriate steps in resolution + Communicating with healthcare professionals to clarify and resolve claims issues impacting the member and provider + Reprocessing claims

Requirements

* Master's degree in psychology, social work, or a related field, or Master's degree in another field plus 2+ years of behavioral health experience

• Customer service experience
• Strong time management and multitasking abilities
• Proficiency with typing and PC usage
• Must remain at your workstation while handling calls from a phone queue

Training Schedule

* Monday-Friday, 8:30 AM to 5:00 PM CST

Work Schedule

* Based on business need, a permanent 8-hour shift between 7:00 AM and 7:00 PM CST will be offered

Remote Work Requirements

* If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload

Compensation and Benefits

* We anticipate offering an hourly rate of $24 - $36 USD per hour, depending on relevant factors, including experience and geographic location

• This role is also anticipated to be eligible to participate in an annual bonus plan
• Comprehensive range of benefits, with a focus on supporting your whole health, including:

+ Medical, vision, dental, and well-being and behavioral health programs + 401(k) with company match + Company-paid life insurance + Tuition reimbursement + Minimum of 18 days of paid time off per year and paid holidays

Why Join arenaflex Health Services?

* Opportunity to make a meaningful impact in the lives of those in need

• Collaborative and dynamic work environment
• Comprehensive benefits package
• Career growth opportunities and learning benefits
• Work-life balance and flexibility

How to Apply

If you are a motivated and compassionate individual with a passion for helping others, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex Health Services is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that values and respects the contributions of all employees. Apply for this job