Experienced Service Advocate – Operations – Work From Home – Data Entry and Customer Support Specialist

Introduction to arenaflex

At arenaflex, we are driven by a singular, clear purpose: bringing our heart to every moment of your health. This purpose guides our commitment to delivering improved human-driven healthcare for a rapidly changing world. Anchored in our brand — with heart at its center — our mission sends a personal message that how we deliver our services is just as important as what we deliver. We are a team of dedicated professionals who share a passion for making a difference in the lives of our customers, and we are looking for a talented and compassionate individual to join our team as a Service Advocate – Operations – Work From Home.

Job Summary

The Service Advocate – Operations – Work From Home will work collaboratively with individuals via multiple channels (digital, phone) and lead efforts to our healthcare members to motivate and encourage healthy behaviors through innovative, empathetic, and compassionate communications. The goal of every outreach is to ensure that each member has a clear understanding of the available benefits that are offered to them under their healthcare plan for specific screenings and medications. The Service Advocate will deliver provider and member telephonic outreaches to ensure receipt of critical health services, medications, and resources to improve Star health outcomes.

Key Responsibilities

• Work on at least one of several departmental programs that involve inbound and outbound calls to members who may benefit from assigned services, including healthcare visits/screenings, vaccination, or medication refill.
• Effectively capture barriers and data collection, utilize persuasive speaking skills to provide solutions to facilitate closing gaps in care, and provide top-tier support to every member.
• Ensure that each customer is treated professionally, with respect, and all questions are thoroughly answered or triaged and responded to.
• Act as a liaison and assist in coordinating care between health planning, providers, and pharmacies.
• Effectively listen and gather member-reported data elements in the CRM tool to support clinical record tracking for HEDIS clinical record documentation of services.
• Provide members with the right information at the right time to help them make better decisions about their health and healthcare, to improve member insight, retention, and growth by efficiently delivering coordination services to members and providers.
• Engage, consult, and educate members based on the member's unique needs, preferences, and understanding of the services.
• Take ownership of end-to-end responsibility for the member experience and offer exceptional support.
• Respond to questions and resolve issues as a "single resource" including escalating to leadership as needed.
• Build a trusting relationship with the member by taking responsibility to understand the member's needs completely.
• Walk members through programs, tools, and resources to support healthcare behavior.
• Take ownership of member issues assigned to resolve their problems and connect them with additional services as appropriate.
• Report and track all member contacts, events, and outcomes through appropriate systems and processes.
• Utilize professional communication skills to build relationships with both internal and external individuals/constituents.
• Utilize relevant system tools and resources to deliver quality business communications, including letters and spreadsheets in response to requests received.
• Handle multiple functions as well as multiple products while maintaining and/or exceeding performance standards.
• Identify issues that should be escalated properly and provide ideas for resolution.
• Demonstrate expertise and present a positive image of arenaflex while interacting with members and constituents.
• Support individual, team, and business objectives and initiatives; accept ownership for individual results.

Additional Responsibilities and Duties

• Windows-based application knowledge with the ability to use standard corporate software packages and corporate applications with a high level of computer literacy.
• Effective communication skills and experience speaking with clinical providers as well as clinical staff.
• Strong listening and communication skills; skilled at creating and maintaining effective working relationships.
• Strong analytical skills focusing on accuracy and attention to detail.
• Demonstrated ability to de-escalate situations.
• Demonstrated empathy, curiosity, passion for learning, empathy, and listening skills.
• Ability to apply creative thinking skills when required to solve members' concerns and want to advocate for them.
• Ability to thrive with change, to adapt to different focuses in short amounts of time.
• Ability to work independently, apply critical thinking skills when required, perform multiple tasks easily, and demonstrate expertise in all interactions.
• Ability to resolve complex issues with responsiveness and carefulness.
• Ability to absorb and apply new and evolving information.
• Ability to make effective and independent decisions.
• Ability to multitask, prioritize, and really adapt to a high-speed changing environment.

Essential Qualifications

The ideal candidate will have:

• Recent and relevant experience working with HEDIS screening measures and behavior change.
• Related experience working directly with individuals/consumers - ideally in a call center setting.
• Minimum 2 years of current and relevant experience within healthcare, healthcare marketing, outreach, and/or health education, health coaching, and disease management experience.
• 2 - 4 years of experience in a healthcare setting with direct communication with different levels of management, including clinical providers.

Preferred Qualifications

Preferred candidates will have:

• Bilingual or multilingual candidates heavily preferred.
• Bachelor's degree or equivalent preferred.
• Clinical certification (certified nursing assistant, clinical assistant, etc.) is strongly suggested but not required.

Education and Certification Requirements

The minimum education requirement for this position is a High School Diploma or G.E.D.

Compensation and Benefits

The typical salary range for this position is competitive and based on experience. In addition to your compensation, enjoy the rewards of an organization that puts its heart into taking care of its employees and communities. arenaflex offers a full range of medical, dental, and vision benefits, as well as a 401(k) retirement savings plan, and an Employee Stock Purchase Plan. We also provide a completely paid term life insurance plan, short-term and long-term disability benefits, and various wellness programs. Our employees enjoy paid time off, holidays, and a generous discount program.

How to Apply

To apply for this exciting opportunity, please follow these steps:

• Read the official job description carefully.
• Fill out the application form and attach the required documents, including your qualifications certificate with mark sheets, passport-size photographs, and signature.
• Submit your application and wait for further instructions.

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service and making a difference in the lives of others, we encourage you to apply for this exciting opportunity to join our team at arenaflex. As a Service Advocate – Operations – Work From Home, you will have the opportunity to work with a talented team of professionals who share your passion for healthcare and customer service. Don't miss out on this chance to take your career to the next level and make a real difference in the lives of our members. Apply now and join our team of dedicated professionals who are committed to delivering exceptional healthcare services and support to our communities.