Experienced Customer Support Specialist - Inbound Team for Mental Healthcare

At arenaflex, we're passionate about connecting talented individuals with innovative companies who want to build, transform, and scale their operations. As a Most Loved Workplace, we believe that culture drives business success, and we're committed to creating a work environment where our associates can thrive. We're now seeking an experienced Customer Support Specialist to join our inbound team, where you'll play a vital role in delivering exceptional support to clients, providers, and insurance carriers in the mental healthcare industry.

About the Role

As a Customer Support Specialist, you'll be the first point of contact for clients, providers, and insurance carriers, ensuring they receive the best possible experience through email, live chat, and/or outbound phones. You'll work closely with our partner to deliver on their promise to clients and providers, guiding them through any challenges they may face with our platform and resolving operational and technical issues. Your expertise in healthcare and insurance will enable you to navigate complex situations and advocate for process and product changes to remove friction and create a delightful experience.

Key Responsibilities

* Provide exceptional support to clients, providers, and insurance carriers through email, live chat, and/or outbound phones

• Troubleshoot platform issues and educate users on platform navigation
• Facilitate communication between clients and providers to arrange care
• Collaborate with insurance agents to verify plan benefits and status, relaying this information to clients and providers
• Explain benefit details and out-of-pocket costs according to the client's plan
• Support clients in finding the best provider who meets their needs
• Triage high-urgency customer situations with clear, empathetic, and solution-oriented communication
• Advocate for payers and clients by proactively surfacing friction in customer experience and proposing process and product iterations
• Perform project duties and tasks within your skill and expertise level, as assigned by program management
• Flex between program duties and provide ad hoc support for program-specific projects, products, queues, and coverage
• Work closely with teammates to relay accurate information to patients and providers

What You Bring to the Table

* 1 year (minimum) experience in phone, email, and live chat in a Customer Support role

• Adaptability and eagerness to take on additional lines of communication
• Excellent written communication skills and comfort with sensitive conversations
• Strong empathy, communication, and listening skills
• Self-drive, attention to detail, and quick to learn new constantly changing information
• Identification with arenaflex's Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust
• Passion for expanding access to mental healthcare
• Willingness to travel occasionally to a company hub
• Knowledge/experience in care coordination, insurance terminology, medical scheduling, or medical administration is a bonus

What You'll Get in Return

* Full-time employment

• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by arenaflex and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture

Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

Equal Opportunity Workplace

arenaflex is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Accommodations for Qualified Individuals with Disabilities

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].

PRIVACY NOTICE

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Apply Now

If you're passionate about delivering exceptional support and expanding access to mental healthcare, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a dynamic and inclusive work environment that values your growth and well-being. Apply for this job