Experienced Behavioral Health Customer Service Advocate – Dedicated Line – arenaflex

Are you passionate about making a meaningful difference in people's lives? Do you have a Master's degree and a strong desire to work in a dynamic environment where you can utilize your skills to improve the lives of others? Look no further than arenaflex, a leading healthcare organization dedicated to providing innovative solutions to improve health and increase vitality. We are seeking an Experienced Behavioral Health Customer Service Advocate to join our team, and we invite you to apply for this exciting opportunity.

About arenaflex

arenaflex is a division of a leading healthcare organization that creates pharmacy, care, and benefit solutions to improve health and increase vitality. We are committed to relentlessly innovating to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people. Our team is dedicated to driving growth and improving lives, and we are excited to welcome like-minded individuals to join us on this journey.

Job Summary

As an Experienced Behavioral Health Customer Service Advocate, you will play a critical role in helping people access the care they need. You will be responsible for providing exceptional customer service to members and providers seeking services related to mental health and/or substance use disorders. This is an inbound call center role that requires empathy, active listening, multitasking, and problem-solving skills to ensure that every caller's experience with arenaflex is both efficient and compassionate.

Key Responsibilities

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

• Triage and conduct intake for risk of harm and substance use concerns
• Communicate eligibility, assist with scheduling appointments, and provide referrals, quotes, and 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 VIPs 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 achieving resolution 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

Work Environment

* This role is a remote position, and you will be working from home occasionally or permanently

• You must have a reliable internet connection with speeds of at least 10Mbps download/5Mbps upload

Compensation and Benefits

* We anticipate offering an hourly rate of $24-$36 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
• We offer a comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs
• We also offer 401(k) with company match, company-paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year, and paid holidays

Career Growth Opportunities and Learning Benefits

* arenaflex is committed to providing opportunities for growth and development, including training programs, mentorship, and career advancement opportunities

• We believe in investing in our employees' education and well-being, and we offer tuition reimbursement and other benefits to support your career goals

Company Culture

* arenaflex is a dynamic and innovative organization that values diversity, equity, and inclusion

• We are committed to creating a work environment that is inclusive, respectful, and supportive of all employees
• We believe in fostering a culture of collaboration, open communication, and continuous learning

How to Apply

If you are 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, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive, respectful, and supportive of all employees. Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions, including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status, or any other characteristic protected by applicable equal employment opportunity laws.

Reasonable Accommodation

If you require reasonable accommodation in completing the online application process, please email [insert contact information] for support. Do not email [insert contact information] for an update on your application or to provide your resume, as you will not receive a response.

Tobacco-Free Policy

arenaflex has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Originally Posted on

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