Experienced Member Support Experience Agent – Customer Service Representative (Health Insurance)

Join arenaflex, a fast-growing health insurance organization dedicated to providing high-quality, affordable healthcare to everyone. Are you passionate about delivering exceptional customer service and making a difference in people's lives? Do you have a strong background in medical benefits, claims, and billing? If so, we invite you to apply for the Member Support Experience Agent position at arenaflex. As a key member of our team, you will play a vital role in providing first-class customer service to our members, brokers, and clients.

About arenaflex

arenaflex is a leading health insurance organization that offers an employer-sponsored group health insurance solution called arenaflex Health. Our mission is to provide accessible, affordable, and high-quality healthcare to everyone. We believe that everyone deserves to live a healthy and fulfilling life, and we're committed to making that a reality.

The Member Support Experience Agent Role

As a Member Support Experience Agent, you will be the primary point of contact for our members, brokers, and clients. Your primary responsibilities will include:

• Responding to member, broker partner, and client inquiries via phone and email
• Demonstrating exceptional customer service while helping members navigate their medical benefit offerings
• Guiding members through insurance forms such as Summary of Benefits and Coverage (SBC's) and Explanation of Benefits (EOB's)
• Working with medical carriers, pharmacies, and service provider billing and claims departments to resolve member issues
• Becoming an expert in arenaflex programs, including core products and additional benefits such as Durable Medical Equipment, AltCare Plus, Infertility, and Claims process
• De-escalating situations involving dissatisfied members by offering patient, empathetic, and skilled support
• Maintaining customer satisfaction at the core of every decision and task
• Building relationships and engaging members by going the extra mile on every call
• Adhering to arenaflex guidelines, policies, and processes, as well as strict observance of HIPAA regulations and client confidentiality agreements
• Committing to ongoing professional development
• Reporting on member and client trends and feedback on professional development

Requirements

To be successful in this role, you will need:

• 3 years or more of experience in a customer-facing role within a call center environment in the health insurance/healthcare industry
• At least 1 year of experience working in a remote environment
• Ability to adapt to rapidly changing requirements with a positive and confident attitude
• Critical thinking and creative problem-solving skills
• Ability to learn CRM systems
• Excellent organizational skills, proficient in multi-tasking, and pays close attention to detail
• Expertise in customer service and an organized self-starter
• Ability to confidently request assistance and take direction as needed
• Willingness to work a flexible schedule (if requested)
• Ability to communicate with staff, management, and clients effectively and professionally
• Possesses a customer-first, eager-to-solve-the-issue approach
• Must have a dedicated workspace free from distractions and HIGH SPEED internet
• Ability to continually demonstrate strong writing skills
• Willingness and ability to work effectively, efficiently, and autonomously in a remote setting while staying proactively engaged with the team
• Proficient with Google Suite products (Sheets, Docs, etc.) or equivalents
• Familiarity with medical insurance and medical benefits
• Experience working on multiple platforms and successfully navigating numerous sources of information

Physical Requirements

As a Member Support Experience Agent, you will be required to:

• Prolonged periods sitting at a desk and working on a computer per day
• Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing
• Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally
• Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone
• Visual ability is sufficient to read and produce printed material and information displayed on a computer screen

Perks and Compensation

As a Member Support Experience Agent at arenaflex, you will enjoy:

• Full-time / Non-exempt / Hourly Position
• Hourly Rate $28.85 hr
• Internet Reimbursement
• Fully Remote Position - Work from the comfort of your own home!
• Monday - Friday schedule with No Weekends!!
• 401(k) plan participation with employer-matched contributions
• Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met
• Voluntary Benefits offered for employees and dependents

Equal Employment Opportunities

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

How to Apply

If you're passionate about delivering exceptional customer service and making a difference in people's lives, we invite you to apply for the Member Support Experience Agent position at arenaflex. Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply To This Job Apply for this job