Experienced Customer Care Associate – Staten Island

Join arenaflex, a leading diversified national organization, as we transform the health of our communities, one person at a time. As a Customer Care Associate (CCA) at our Staten Island office, you'll have the opportunity to make a real difference in the lives of our 28 million members. With a fresh perspective on workplace flexibility and a comprehensive benefits package, you'll be empowered to excel in your role and achieve your career goals.

Position Purpose:

As a Customer Care Associate, you'll be responsible for assisting members and clients at our assigned Fidelis Care office location. Your primary goal will be to meet daily performance standards and customer service standards to achieve the highest level of membership satisfaction. You'll be the face of arenaflex, providing exceptional service and support to our members, and helping them navigate our products, services, and policies.

Key Responsibilities:

* Assist members and clients by meeting or exceeding key performance metrics, including logging every interaction into Salesforce and documenting in Facets and other systems as required.

• Comply with all NYSOH Marketing Guidelines and all arenaflex trainings within required timeframes.
• Consistently meet quality standards for calls, client meetings, and application submission and documentation.
• Meet monthly quality standards as reflected in the Salesforce Hit Rate and Supervisor in-person audits.
• Ensure Receipts are complete and attached to application in Salesforce.
• Clarify the customer's complaint, determine the cause of the problem, and select and explain the best solution to solve the problem (if unable to handle directly, provide accurate guidance to correct department) and expedite correction or adjustment.
• Follow up to ensure resolution.
• Develop and maintain relationships with existing members by providing guidance and assistance throughout the year.
• Demonstrate passion for members by identifying unfulfilled needs and providing necessary education and assistance to promote the value and benefits offered by arenaflex.
• Modify delivery skills accordingly to overcome objections and retain members.
• Identify solutions to issues and concerns, including payment Inquiries, ID requests, PCP changes, renewal, and benefit inquires.

Essential Qualifications:

* High School Diploma or Equivalent Required

• Associates Degree or Bachelor's Degree Preferred
• Fluency in Spanish Required
• Ability to undergo rigorous internal training and have complete command of the sales process, arenaflex products, competitive environment in their region, and successfully pass a test (with a minimum 85% score) with no more than 2 attempts.

Preferred Qualifications:

* Previous experience in customer service or sales

• Knowledge of healthcare products and services
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and meet deadlines

Skills and Competencies:

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a team environment and build relationships with colleagues and members
• Strong attention to detail and organizational skills
• Ability to adapt to changing priorities and deadlines
• Strong customer service skills and ability to resolve conflicts

Career Growth Opportunities and Learning Benefits:

* arenaflex offers a comprehensive training program to help you develop your skills and advance your career.

• Opportunities for professional growth and development, including promotions and career advancement.
• Access to a range of learning and development resources, including online courses, workshops, and conferences.
• Collaborative and supportive work environment that encourages teamwork and open communication.

Work Environment and Company Culture:

* arenaflex is committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees.

• Our Staten Island office is a dynamic and fast-paced environment that requires flexibility and adaptability.
• We offer a range of benefits and perks, 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.

Compensation, Perks, and Benefits:

* Competitive pay range: $15.58 - $26.73 per hour

• Comprehensive benefits package, including:

+ Competitive pay + Health insurance + 401K and stock purchase plans + Tuition reimbursement + Paid time off plus holidays + Flexible approach to work with remote, hybrid, field, or office work schedules

• Total compensation may also include additional forms of incentives.

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.

How to Apply:

If you're passionate about making a difference in the lives of our members and are looking for a challenging and rewarding career opportunity, apply now! Visit our website or click on the link below to apply for the Customer Care Associate position in Staten Island. Apply for this job Apply for this job