Experienced Customer Care Associate – Staten Island

Join arenaflex, a leading national organization transforming the health of our communities, one person at a time. As a Customer Care Associate (CCA) in our Staten Island office, you'll have the opportunity to make a meaningful impact on the lives of our 28 million members. With a fresh perspective on workplace flexibility and access to competitive benefits, you'll be empowered to excel in your role and grow with our organization.

About arenaflex

arenaflex is a diversified, national organization dedicated to improving the health and well-being of our communities. With a strong commitment to diversity and inclusion, we value the unique perspectives and experiences of our employees. Our mission is to provide high-quality, patient-centered care that meets the evolving needs of our members. As a CCA, you'll be part of a dynamic team that's passionate about making a difference in the lives of others.

Position Purpose

The Customer Care Associate (CCA) is a critical role that requires exceptional communication skills, a strong work ethic, and a passion for delivering exceptional customer service. As a CCA, you'll be responsible for assisting members and clients at our assigned Fidelis Care office location. Your primary objective will be to meet daily performance standards and customer service standards, ensuring the highest level of membership satisfaction.

Key Responsibilities

* Assist members and clients by meeting or exceeding key performance metrics, including logging every interaction into Salesforce, completing applications, and making calls.

• Document interactions in Facets and other systems as required, ensuring compliance with all NYSOH Marketing Guidelines and Fidelis and Centene trainings.
• Consistently meet quality standards for calls, client meetings, and application submission and documentation.
• Meet monthly quality standards as reflected in the Salesforce Hit Rate and Supervisor in-person audits.
• Ensure Receipts are complete and attached to application in Salesforce.
• Clarify customer complaints, determine the cause of the problem, and select and explain the best solution to solve the problem.
• Develop and maintain relationships with existing members by providing guidance and assistance throughout the year.
• Demonstrate passion for members by identifying unfulfilled needs and providing necessary education and assistance to promote the value and benefits offered by Fidelis Care.
• Modify delivery skills accordingly to overcome objections and retain members.
• Identify solutions to issues and concerns, including payment inquiries, ID requests, PCP changes, renewal, and benefit inquiries.

Essential Qualifications

* High School Diploma or Equivalent Required

• Associates Degree or Bachelor's Degree Preferred
• Fluency in Spanish Required
• Ability to undergo rigorous internal training and have complete command of the sales process, Fidelis Care products, competitive environment in their region, and successfully pass a test (with a minimum 85% score) with no more than 2 attempts.

Preferred Qualifications

* Previous customer service experience in a healthcare setting

• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and meet performance standards
• Basic computer skills, including proficiency in Salesforce and other software applications

Skills and Competencies

* Excellent communication and interpersonal skills

• Strong problem-solving and analytical skills
• Ability to work in a team environment and build relationships with colleagues and members
• Strong attention to detail and organizational skills
• Ability to adapt to changing priorities and deadlines
• Basic computer skills, including proficiency in Salesforce and other software applications

Career Growth Opportunities and Learning Benefits

As a CCA at arenaflex, you'll have access to a comprehensive training program that will equip you with the skills and knowledge necessary to excel in your role. Our training program includes:

• Rigorous internal training to ensure complete command of the sales process, Fidelis Care products, and competitive environment in their region.
• Ongoing coaching and feedback to support your growth and development.
• Opportunities for advancement to higher-rated positions.
• Access to professional development opportunities, including tuition reimbursement and training programs.

Work Environment and Company Culture

Our Staten Island office is a dynamic and supportive work environment that values collaboration, innovation, and customer satisfaction. As a CCA, you'll be part of a team that's passionate about making a difference in the lives of others. Our company culture is built on the following values:

• Diversity and inclusion
• Patient-centered care
• Collaboration and teamwork
• Innovation and continuous improvement
• Customer satisfaction

Compensation, Perks, and Benefits

As a CCA at arenaflex, you'll enjoy a comprehensive benefits package that includes:

• Competitive pay, ranging from $15.58 to $26.73 per hour.
• Comprehensive health insurance, including medical, dental, and vision coverage.
• 401K and stock purchase plans.
• Tuition reimbursement.
• Paid time off plus holidays.
• Flexible work arrangements, including remote, hybrid, field, or office work schedules.

Equal Opportunity Employer

arenaflex is an equal opportunity employer that is committed to diversity and inclusion. We value the unique perspectives and experiences of our employees and welcome applications from qualified candidates who share our commitment to making a difference in the lives of others.

How to Apply

If you're passionate about delivering exceptional customer service and making a meaningful impact on the lives of others, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our online application portal. We look forward to reviewing your application and welcoming you to our team! Apply for this job