Experienced Customer Service Advocate II – Healthcare Claims Resolution and Member Support Specialist at arenaflex

Introduction to arenaflex

arenaflex is a leading organization in the healthcare industry, dedicated to providing top-notch services to its members and providers. As a customer-centric company, we strive to deliver exceptional support and resolve complex healthcare questions and claims concerns in a timely and accurate manner. Our team of skilled professionals is committed to making a positive impact on the lives of our members, and we are seeking a talented and compassionate individual to join our ranks as a Customer Service Advocate II.

Job Overview

In this critical role, you will serve as the primary point of contact for our members and providers, addressing their healthcare-related inquiries and concerns via telephone, written, web, or walk-in interactions. Your expertise and guidance will help navigate the complexities of healthcare benefits, claims, and provider networks, ensuring that our members receive the support they need to make informed decisions about their health. As a subject matter expert, you will collaborate with cross-functional teams to resolve issues, identify areas for process improvement, and contribute to the development of best practices that enhance the overall customer experience.

Key Responsibilities

• Proactively resolve member and provider inquiries and concerns in a timely and accurate manner, utilizing computer-based resources and extensive research as needed
• Communicate complex healthcare information in a clear and concise manner, both verbally and in writing, to ensure that members and providers understand their benefits, claims, and provider options
• Guide members and providers through the healthcare system, explaining benefits, solving claim concerns, and assisting with provider searches via telephone calls, online chats, or emails
• Accurately document member and provider interactions, ensuring that all relevant information is captured and updated in our systems
• Collaborate with other departments to resolve complex issues, identify areas for process improvement, and contribute to the development of best practices that enhance the customer experience
• Provide training and guidance to new team members, sharing knowledge and expertise to ensure a smooth transition and promote team success

Qualifications and Skills

To succeed in this role, you will need:

• A High School Diploma or equivalent
• Excellent verbal and written communication skills, including proficiency in spelling, grammar, and punctuation
• Strong human relations and organizational skills, with a demonstrated ability to handle high-stress, intense situations and conversations
• Good judgment and the ability to handle confidential or sensitive information with discretion
• Ability to learn and adapt to new systems, processes, and technologies

Preferred Qualifications

We prefer candidates with:

• 2 years of customer service experience or 1 year of claims or appeals processing experience and 1 year of customer service experience
• A Bachelor's degree in lieu of work experience

Career Growth and Development

At arenaflex, we are committed to supporting the growth and development of our team members. As a Customer Service Advocate II, you will have access to:

• Six weeks of comprehensive training, including best-in-class call center training, peer coaching, and a proven curriculum
• Ongoing opportunities for professional development and skill enhancement
• Cross-functional collaboration and exposure to various aspects of the business
• Recognition and reward programs that acknowledge and celebrate individual and team achievements

Work Environment and Culture

arenaflex is dedicated to creating a positive and inclusive work environment that fosters collaboration, creativity, and growth. Our team members enjoy:

• A dynamic and supportive work environment that encourages open communication and feedback
• Access to state-of-the-art facilities, including on-site cafeterias and fitness centers
• A comprehensive benefits package, including 401(k) retirement savings plan, subsidized health plans, and paid annual leave
• Opportunities for community involvement and volunteerism

Compensation and Benefits

arenaflex offers a competitive compensation package, including:

• A comprehensive benefits package, including 401(k) retirement savings plan, subsidized health plans, and paid annual leave
• Opportunities for professional growth and development
• Recognition and reward programs that acknowledge and celebrate individual and team achievements
• A dynamic and supportive work environment that encourages open communication and feedback

Conclusion

If you are a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for the Customer Service Advocate II role at arenaflex. As a valued member of our team, you will have the opportunity to make a positive impact on the lives of our members, while also growing and developing your skills and career. Join us in our mission to provide exceptional healthcare services and support to our members and providers.