Outbound Customer Service Advocate II - Member & Provider Education, Support & Communication Specialist

Join arenaflex: Transforming Healthcare Support Across the Nation

Are you ready to make a meaningful difference in the lives of millions? Welcome to arenaflex – a leading diversified, national organization committed to delivering innovative healthcare solutions and exceptional service to our 28 million members. As we continue to grow and evolve, we are seeking a talented and passionate Customer Service Advocate II - Outbound to join our dynamic customer care team.

At arenaflex, we believe that every interaction is an opportunity to create a positive impact. This isn't just a job – it's a chance to be part of something bigger, to help individuals navigate their healthcare journey with confidence and clarity. If you thrive in a fast-paced environment, possess excellent communication skills, and are driven by the desire to help others, we want to hear from you!

Position Purpose

As an Outbound Customer Service Advocate II at arenaflex, you will play a crucial role in delivering education and information to our members and healthcare providers. Your mission will be to ensure that every individual you connect with receives timely, accurate, and personalized support that enhances their overall experience with arenaflex.

You will be responsible for facilitating outbound calls to healthcare providers, delivering the latest updates on products and services, gathering critical information, and ensuring seamless communication across all touchpoints. Your efforts will directly contribute to our organization's commitment to excellence in customer service and member satisfaction.

Key Responsibilities

Your day-to-day activities as a Customer Service Advocate II will be diverse and rewarding. Here's what you can expect:

• Member and Provider Outreach: Proactively reach out to members and healthcare providers for educational and informational purposes. Your role is to provide support, answer questions, and help resolve concerns in a compassionate and professional manner.
• Escalation Management: When providers are unable to deliver solutions, you will expertly escalate calls to ensure that issues are addressed promptly and effectively. Your ability to navigate complex situations will be key to maintaining high satisfaction levels.
• Front-Line Support: Serve as the primary point of contact for various member and provider inquiries, requests, and concerns. You will handle a wide range of questions from basic information requests to more complex issues requiring detailed research and follow-up.
• Campaign Support: Assist with sharing important product awareness campaigns, policy changes, and directory audits with providers. You will also conduct monthly provider satisfaction surveys to gather valuable feedback and identify areas for improvement.
• Claims Outreach: Support basic claims-related outreach efforts with providers, helping to clarify information, address discrepancies, and ensure accurate processing of healthcare claims.
• Performance Standards: Maintain exceptional performance and quality standards based on established contact center metrics. You will be responsible for meeting or exceeding targets related to call handling time, customer satisfaction, and resolution rates.
• Market Knowledge: Expand your knowledge of our primary market and plans, with the potential to cover additional markets and plans that may require minor research, such as benefits eligibility verification.
• Documentation: Accurately document all interactions including demographics, call summaries, and communications using Customer Relationship Management (CRM) applications. Your detailed record-keeping will support quality tracking and performance analysis.
• Compliance: Remain up-to-date and adhere to quality standards, regulations, and all organizational policies to ensure quality, consistency, and compliance in every interaction.
• Continuous Improvement: Perform other duties as assigned and contribute to ongoing process improvements that enhance the customer experience.

Essential Qualifications

To succeed in this role, you will need:

• A High School diploma or GED equivalent
• 1-2 years of related customer service experience
• Strong verbal communication skills with the ability to convey information clearly and professionally
• Excellent active listening skills to understand member and provider needs
• Basic computer proficiency and ability to navigate multiple systems simultaneously
• The ability to work effectively in a team environment while also managing independent tasks
• A commitment to delivering exceptional customer service and maintaining professional composure under pressure

Preferred Qualifications

While not required, the following qualifications will help you stand out:

• Vocational or technical education in addition to prior work experience
• Experience in a contact center or customer service environment
• Background in healthcare industry, insurance, or related fields
• Familiarity with CRM applications and telephony systems
• Knowledge of healthcare terminology, claims processes, and provider relations
• Previous experience with outbound calling campaigns or member outreach programs

Skills and Competencies

At arenaflex, we value skills that drive exceptional performance. The ideal candidate will demonstrate:

• Communication Excellence: Exceptional verbal and written communication skills with the ability to adapt your communication style to diverse audiences.
• Empathy and Patience: A genuine desire to help others and the patience to guide individuals through complex information.
• Problem-Solving Abilities: Strong analytical skills to identify issues and develop effective solutions quickly.
• Time Management: Excellent organizational skills with the ability to prioritize tasks and manage multiple responsibilities efficiently.
• Technical Aptitude: Comfortable learning new systems and technologies; proficiency in Microsoft Office applications.
• Adaptability: A flexible approach to work with the ability to adjust to changing priorities and requirements.
• Attention to Detail: Meticulous attention to accuracy in documentation and compliance with established protocols.
• Team Player: Collaborative spirit with the ability to work effectively with colleagues across departments.

Career Growth and Development Opportunities

At arenaflex, we are deeply invested in the growth and development of our team members. We believe that when you grow, we grow. That's why we offer comprehensive training and development opportunities to help you advance in your career.

As a Customer Service Advocate II, you will receive:

• Extensive onboarding and training programs to help you succeed from day one
• Ongoing coaching and feedback to support your professional development
• Access to continuous learning opportunities, including tuition assistance and vocational education programs
• Clear advancement pathways within the customer service organization and across the broader organization
• Exposure to different markets and plan types, expanding your knowledge base and career options
• The opportunity to develop specialized skills in areas such as provider relations, claims resolution, or member education

Many of our senior leaders and managers began their careers in entry-level customer service roles. Your journey at arenaflex could be the start of an exciting and rewarding career path!

Work Environment and Culture

At arenaflex, we pride ourselves on fostering a supportive, inclusive, and dynamic work environment. We understand that our employees are our greatest asset, and we are committed to creating a workplace where everyone can thrive.

We offer a flexible approach to work, with options for remote, hybrid, field, or office work schedules depending on the role and location. We believe in empowering our team members to work in ways that best support their productivity and work-life balance.

Our culture is built on core values that guide everything we do:

• Integrity: We do the right thing, every time, in every interaction.
• Innovation: We embrace change and continuously seek better ways to serve our members.
• Collaboration: We work together, united by a common purpose.
• Excellence: We hold ourselves to the highest standards in all that we do.
• Respect: We value the differences and contributions of every team member.

You will join a diverse team of professionals who are passionate about making a positive impact in healthcare. Our collaborative environment encourages knowledge sharing, creative problem-solving, and mutual support.

Compensation and Benefits

At arenaflex, we believe in recognizing and rewarding the contributions of our team members. We offer a competitive compensation package that includes:

• Competitive Pay: A salary range of $17.17 - $26.97 per hour, with pay adjusted based on individual skills, experience, and qualifications.
• Comprehensive Health Insurance: Full medical, dental, and vision coverage for you and your family.
• Retirement Savings: 401(k) plan with company match and stock purchase options.
• Paid Time Off: Generous paid time off plus holidays to support work-life balance.
• Tuition Reimbursement: Financial support for continuing education and professional development.
• Wellness Programs: Access to wellness resources and programs to support your physical and mental well-being.
• Additional Incentives: Opportunities for performance-based bonuses and other forms of incentive compensation.

Join the arenaflex Family

If you are ready to take the next step in your career and make a meaningful difference in the lives of millions, we invite you to apply for the Customer Service Advocate II position at arenaflex.

This is more than a job – it's an opportunity to grow, learn, and contribute to an organization that truly cares about its members and employees. We are committed to diversity and inclusion, and we value the unique perspectives and experiences that each team member brings.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

Ready to start your journey with arenaflex? Apply today and become part of a team that's transforming healthcare one interaction at a time!