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 shapes 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

The Senior Service Advocate position plays a vital role within the arenaflex team, specifically focusing on outreach to members via phone to introduce arenaflex services and complete the Health Risk Assessment (HRA). The HRA is the foundational step in creating a member’s Individualized Care Plan, assessing their medical, functional, cognitive, psychosocial, and mental health needs. This role is critical in setting the stage for follow-up care management and ensuring that members receive the support and care they need.

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 the 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 in meaningful and relevant conversations, prior to and during the assessment.
• Effectively support members during enrollment calls, managing difficult or emotional member situations with 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 arenaflex 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 communication 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 are considered advantageous for this position:

• 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 well-being programs, education assistance, free development courses, and a comprehensive benefits package designed to support your career aspirations and personal well-being.

Work Environment and Culture

arenaflex prides itself on a work environment that is inclusive, supportive, and empowering. Our culture is built on the principles of heart, innovation, and a relentless pursuit of excellence in health care delivery. As part of our team, you will be part of a dynamic and compassionate community that values the contributions of every member.

Compensation and Benefits

The typical pay range for this role is $18.50 – $38.82 per hour, depending on experience, education, geography, and other relevant factors. Beyond 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, fully-paid term life insurance, short-term and long-term disability benefits, and numerous well-being programs. Additionally, you will have access to paid time off, vacation pay, and paid holidays throughout the calendar year.

How to Apply

If you are a motivated and compassionate individual looking to make a difference in the lives of others, we encourage you to apply for the Senior Service Advocate position at arenaflex. Please visit our application portal to submit your application. We are an equal opportunity employer and welcome applications from qualified candidates with arrest or conviction records, in accordance with all federal, state, and local laws.

Conclusion

Joining arenaflex as a Senior Service Advocate is not just a job; it’s an opportunity to be part of a team that is revolutionizing health care. With your heart, skills, and experience, you can make a real difference in the lives of our members. Apply today and become part of a community that truly cares about the well-being of others.