**Job Title:** Experienced Customer Care Advocate - arenaflex
**Job Type:** Full-time
**Location:** Remote
**Job Category:** Customer Service
**Industry:** Healthcare Insurance
**Company:** arenaflex
**Job Reference:** arenaflex-IA-UTICA
**About arenaflex:**
arenaflex is a leading healthcare insurance company that provides innovative solutions to its customers. We are committed to delivering exceptional customer service and building strong relationships with our members and business partners. Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation, enabling us to provide leading-edge healthcare insurance and services.
**Job Summary:**
We are seeking an experienced Customer Care Advocate to join our team at arenaflex. As a Customer Care Advocate, you will be responsible for resolving customer inquiries via telephone, walk-in, mail, fax, web chat, off-phone work, and email. You will provide service to customers and business partners while responding in a professional, efficient, and timely manner to resolve issues and enhance member & provider satisfaction/retention. This is an exciting opportunity to join a dynamic team and make a meaningful impact on our customers' lives.
**Key Responsibilities:**
* Provides service among the customers and business partners while responding in a professional, efficient, and timely manner to enhance member and provider satisfaction and retention.
* Documents, researches, interprets, and responds to inquiries from internal and external customers, business partners, and special groups concerning our products, services, and policies in accordance with MTM, NCQA, HIPAA, NYSDOH, CMS, and other legislative requirements.
* Utilizes appropriate resources to resolve customer inquiries accurately and efficiently, resulting in acceptable quality, First Contact Resolution, and performance.
* Provides outreach related to claims, onboarding, effectuation, retention, provider inquiries, and any other complex inquiry.
* Demonstrates willingness to adapt and be flexible to changes and business needs while taking ownership and accountability for issue identification and resolution.
* Participates in ongoing meetings, training, and skill development to support career path and individual development plans.
* Is knowledgeable and enthusiastic about the company and our products and/or services.
* Identifies and follows through on issues impacting the Health Plan and customer experience.
* Develops effective internal working relationships for improved communication and collaboration.
* Shares ideas and solutions to improve processes, procedures, and systems.
* Consistently demonstrates high standards of integrity by supporting the arenaflex mission and values, adhering to the Corporate Code of Conduct, and Leading to the arenaflex Way values and beliefs.
* Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
* Regular reliable attendance is expected and required.
* Performs other functions as assigned by management.
**Minimum Qualifications:**
* High School diploma or equivalent required.
* Customer service experience preferred.
* Entry-level position. Duties performed under close supervision.
* Attends all training required to become proficient in position.
* B Version: Bi-lingual English/Spanish required (must have ability to speak Spanish fluently).
* Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating screens on the computer, typing call documentation, and speaking to the customer simultaneously.
* Excellent computer skills required, including the ability to navigate in a Windows environment. Skillful at working between multiple programs and applications at the same time.
* Adept at communicating effectively and diplomatically while working as a collaborative team member.
* Organizational, reasoning, and problem-solving skills.
* Strong organizational skills and ability to prioritize, multitask, and work in a fast-paced environment and remain professional and focused under multiple pressures and demands.
* Completed training on at least one part of Scheduling unit.
**Preferred Qualifications:**
* Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 9 out of 12 months.
* Completed training on all parts of scheduling unit.
* Ability to efficiently resolve complex and escalated issues with minimal direction.
* Advanced system and navigational skills.
* Expanded communication skills across multiple channels, including but not limited to, voicemail, email, web chat, outbound calls, membership growth, retention, etc.
* Takes accountability and ownership of issues and resolution with minimal supervision.
* Dental & Medical Intake Units Specific:
+ Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 9 out of 12 months.
+ -OR- Move to and complete training for Commercial Unit.
* Commercial Unit Specific:
+ Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 10 out of 12 months.
+ -OR- Move to and complete training for Dedicated Unit.
**Physical Requirements:**
* Work is completed in a traditional office environment under fluorescent lighting.
* Ability to arrive on time at work and as scheduled.
* Ability to meet minimum performance metrics.
* Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time.
* Must be able to travel across the enterprise.
* Regularly required to talk.
* Regularly required to hear.
**Compensation and Benefits:**
* Competitive salary range: $18.22 - $23.89 per hour.
* Comprehensive benefits package, including medical, dental, and vision insurance.
* 401(k) retirement plan with company match.
* Paid time off and holidays.
* Opportunities for career growth and professional development.
**Equal Opportunity Employer:**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve.
**How to Apply:**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [arenaflex Careers](https://arenaflex.com/careers).
**Contact Information:**
For more information about this role or to discuss your application, please contact our Talent Acquisition team at [arenaflex Careers](https://arenaflex.com/careers).
**Disclaimer:**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that reflects the communities we serve.