Experienced Senior Service Advocate – Remote Customer Service Representative for arenaflex

Introduction to arenaflex

At arenaflex, we are driven by a singular purpose: to bring our heart to every moment of your health. This guiding principle inspires our commitment to delivering enhanced, human-centric health care in a rapidly changing world. Our brand, with heart at its core, sends a personal message that how we deliver our services is just as important as what we deliver. We believe in empowering every individual who works at arenaflex, recognizing the critical role each person plays in transforming our culture and accelerating our ability to innovate and deliver solutions that make health care more personal, convenient, and affordable.

About the Role

We are seeking an experienced Senior Service Advocate to join our team at arenaflex. As a Senior Service Advocate, you will play a vital role in outreach efforts, connecting with members via phone to introduce our services and complete the Health Risk Assessment (HRA). The HRA is the first step in creating a member's Individualized Care Plan, setting the foundation for follow-up care management by assessing medical, functional, cognitive, psychosocial, and mental health needs. This position is an excellent opportunity for someone passionate about customer service, health care, and making a meaningful difference in people's lives.

Key Responsibilities

• Utilize motivational interviewing and other consultative techniques to gather comprehensive information about a member's medical, functional, cognitive, psychosocial, and mental health needs.
• Champion for the member by connecting them with urgent needs to the appropriate arenaflex team, including our interdisciplinary care team and customer service.
• Initiate engagement with assigned members to introduce the program and drive active participation in the completion of their Health Risk Assessment.
• Build a trusting relationship with the member by engaging them in meaningful and relevant conversations, prior to and during the assessment.
• Effectively support members during enrollment calls, managing difficult or emotional member situations, responding promptly to member needs, and demonstrating empathy and a sense of urgency when appropriate.
• Conduct triage, connecting members with appropriate care team personnel, including care managers and customer service when needed.
• Accurately and consistently document each call in the member's electronic record, thoroughly completing required actions with a high level of detail to ensure compliance requirements are met.
• Protect the confidentiality of member information and adhere to company policies regarding privacy/HIPAA.
• Demonstrate agility, manage multiple priorities, and adapt to change with enthusiasm.
• Build strong relationships with peers and our members, demonstrating an outgoing, enthusiastic, and caring presence over the telephone.

Essential Qualifications

To be successful in this role, you should have:

• At least 3 years of experience in health care, customer service, telemarketing, and/or sales.
• Familiarity with basic medical terminology, health care, and the concepts of care management.
• Experience with computers, including knowledge of Microsoft Word, Outlook, and Excel.
• Strong organizational skills, including effective verbal and written communications skills.
• A High School diploma or G.E.D. is required, with an Associate's/Bachelor's degree preferred.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Medicare/Medicaid/DSNP experience.
• Experience with data entry and documentation within member records.
• Bilingual skills.
• Flexibility with your work schedule to meet business needs.

Career Growth and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Senior Service Advocate, you will have access to numerous opportunities for professional development, including free development courses and education assistance programs. Our goal is to empower you with the skills and knowledge necessary to succeed in your role and advance your career within the company.

Work Environment and Company Culture

arenaflex prides itself on a work environment that is supportive, inclusive, and focused on making a positive impact on our members' lives. Our company culture is built around our Heart At Work Behaviors, which emphasize the importance of empathy, integrity, and a commitment to excellence in everything we do. As an employee of arenaflex, you will be part of a team that values collaboration, innovation, and mutual respect.

Compensation, Perks, and Benefits

The typical pay range for this role is $18.50 – $38.82 per hour, depending on experience, education, and other relevant factors. In addition to your compensation, you will enjoy a comprehensive benefits package that includes medical, dental, and vision benefits, a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and numerous well-being programs. You will also have access to paid time off, holidays, and discounts on products and services from participating partners.

Conclusion

If you are a motivated and compassionate individual with a passion for customer service and health care, we encourage you to apply for the Senior Service Advocate position at arenaflex. This role offers a unique opportunity to make a meaningful difference in the lives of our members while advancing your career in a dynamic and supportive environment. Join our team and become part of a culture that truly puts its heart into caring for our colleagues and our communities.