Introduction to arenaflex
arenaflex is a leading organization dedicated to providing top-notch service and support to its diverse customer base. As a company, we pride ourselves on fostering an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. Our mission is to attract the best talent from diverse socioeconomic, cultural, and experiential backgrounds to diversify our workforce and best reflect the communities we serve. If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply for our Customer Care Advocate position.
Job Summary
The Customer Care Advocate at arenaflex is responsible for resolving customer inquiries via telephone, walk-in, mail, fax, web chat, off-phone work, and email concerning contract benefits, claim payments, and enrollment. As a Customer Care Advocate, you will provide service to customers and business partners while responding in a professional, efficient, and timely manner to resolve issues and enhance member and provider satisfaction and retention. This role requires the ability to speak Spanish fluently, and we encourage bilingual candidates to apply.
Essential Responsibilities and Accountabilities
- Provides service to 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.
- Resolves 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 meetings, training, and skill development to support career path and individual development plans.
- Is knowledgeable and enthusiastic about arenaflex 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
We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision-making, and in some cases, becoming a resource to others. The minimum qualifications for this role are:
- 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.
- Bi-lingual English/Spanish required (must have the 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.
Preferred Qualifications
In addition to the minimum qualifications, we prefer candidates with:
- 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 the 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.
Skills and Competencies
To be successful in this role, you will need to possess the following skills and competencies:
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritize multiple tasks.
- Strong problem-solving and analytical skills.
- Ability to adapt to changing business needs and priorities.
- Strong organizational and time management skills.
- Ability to work collaboratively as part of a team.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Customer Care Advocate, you will have access to training and development opportunities to help you advance in your career. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer experiences.
Work Environment and Company Culture
arenaflex is a dynamic and inclusive workplace that values diversity and promotes a culture of excellence, innovation, and fun. Our employees are united by our arenaflex Way Values and Behaviors, which include compassion, pride, excellence, innovation, and having fun. We offer a competitive compensation and benefits package, as well as opportunities for professional growth and development.
Compensation, Perks, and Benefits
The compensation range for this role is $18.22 - $23.89 per hour, depending on experience and qualifications. In addition to a competitive salary, we offer a range of benefits, including:
- Comprehensive health and dental insurance.
- Retirement plan and matching contributions.
- Wellness program and employee assistance program.
- Paid time off and holidays.
- Opportunities for professional growth and development.
Conclusion
If you are a motivated and customer-focused individual who is looking for a challenging and rewarding role, we encourage you to apply for our Customer Care Advocate position. At arenaflex, we are committed to delivering exceptional customer experiences and promoting a culture of excellence, innovation, and fun. Join our team and take the first step towards a rewarding and successful career.
Apply Now