Experienced Member Support Experience Agent (Customer Service) – Fully Remote

At arenaflex, we're dedicated to providing exceptional customer service to our members, and we're looking for a skilled and compassionate individual to join our Member Support team. As a Member Support Experience Agent, you'll be the primary point of contact for our members, providing clear, accurate, and detailed information about our health insurance programs. If you're passionate about delivering exceptional customer service and have a strong background in medical benefits, claims, and billing, we want to hear from you!

About arenaflex

arenaflex is a fast-growing health insurance organization that's committed to making high-quality, affordable healthcare accessible to everyone. We offer an employer-sponsored group health insurance solution called arenaflex Health, which provides our members with comprehensive coverage and support. As a Member Support Experience Agent, you'll play a critical role in delivering exceptional customer service and ensuring that our members have a positive and memorable experience with arenaflex.

Key Responsibilities

As a Member Support Experience Agent, you'll be responsible for:

• Responding to member, broker partner, and client inquiries via phone and arenaflex's proprietary email ticketing system
• Demonstrating strong customer service while helping members navigate their medical benefit offerings through arenaflex
• Guiding members through insurance forms such as Summary of Benefits and Coverage (SBC's) and Explanation of Benefits (EOB's)
• Working with medical carriers, pharmacies, and service provider billing and claims departments to help resolve member issues
• Becoming an expert at arenaflex programs, including our core products and various additional benefits such as the Durable Medical Equipment program, AltCare Plus, Infertility, and arenaflex's Claims process
• De-escalating situations involving dissatisfied members by offering patient, empathetic, and skilled support
• Maintaining customer satisfaction at the core of every decision and task
• Building relationships and engaging members by going the extra mile on every call
• Adhering to arenaflex guidelines, policies, and processes, as well as strict observance of HIPAA regulations and client confidentiality agreements
• Committing to ongoing professional development
• Reporting on member and client trends and feedback on professional development so as to become expertly versed in medical benefits, arenaflex processes, and programs

Requirements

To be successful as a Member Support Experience Agent, you'll need:

• 3 years or more of experience in a customer-facing role within a call center environment in the health insurance/healthcare industry
• At least 1 year of experience working in a remote environment
• Ability to adapt to rapidly changing requirements with a positive and confident attitude
• Critical thinking skills with intuitive and creative problem-solving abilities
• Ability to learn CRM systems
• Excellent organizational skills, proficient in multi-tasking, and pays close attention to detail
• Expertise in customer service and an organized self-starter
• Ability to confidently request assistance and take direction as needed
• Willingness to work a flexible schedule (if requested)
• Ability to communicate with staff, management, and clients effectively and professionally
• Possesses a customer-first, eager-to-solve-the-issue approach
• Must have a dedicated workspace free from distractions and HIGH SPEED internet
• Ability to continually demonstrate strong writing skills
• Willingness and ability to work effectively, efficiently, and autonomously in a remote setting while staying proactively engaged with the team
• Proficient with Google Suite products (Sheets, Docs, etc.) or equivalents
• Familiarity with medical insurance and medical benefits
• Experience working on multiple platforms and successfully navigating numerous sources of information

Physical Requirements

As a Member Support Experience Agent, you'll need to be able to:

• Prolonged periods sitting at a desk and working on a computer per day
• Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing
• Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally
• Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone
• Visual ability is sufficient to read and produce printed material and information displayed on a computer screen

Perks and Compensation

As a Member Support Experience Agent at arenaflex, you'll enjoy:

• Full-time / Non-exempt / Hourly Position
• Hourly Rate $28.85 hr
• Internet Reimbursement
• Fully Remote Position - Work from the comfort of your own home!
• Monday - Friday schedule with No Weekends!!
• 401(k) plan participation with employer-matched contributions
• Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met
• Voluntary Benefits offered for employees and dependents

Equal Employment Opportunities

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

How to Apply

If you're passionate about delivering exceptional customer service and have a strong background in medical benefits, claims, and billing, we want to hear from you! Apply now to join our Member Support team at arenaflex and take the first step towards a rewarding career in customer service. Apply Now! Apply for this job