Experienced Customer Service Advocate – Remote in New Mexico
At arenaflex, we're simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.
Turn on the news on any night of the week and you're likely to hear about the changes that are sweeping through our health care system. It's dramatic. It's positive. And it's being led by companies like arenaflex. Now, you can take advantage of some of the best training and tools in the world to help serve our existing and new customers. You'll take as many as 50-70 calls per day from customers who have questions about their health benefits. As their advocate, you'll use your personality and our tools to help them through the health care benefits available to them, including helping them enroll in a new plan. This is no small opportunity.
This position is full-time (40 hours/week) Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:30am-6:00pm CST. It may be necessary, given the business need, to work occasional overtime.
We offer a comprehensive 10-week paid training program, held Monday through Friday from 8:30 AM to 5:30 PM CST (schedule subject to change). Please note that 100% attendance is required throughout the training period to ensure your success in the role. Training will be conducted virtually from your home.
Watch this video to understand the expectations of being a remote worker with arenaflex.
This video features some of our Consumer Service team members sharing insights on the best parts of their job, as well as the challenges. You'll also hear about the culture and career pathing opportunities at arenaflex.
If you are located in New Mexico, you will have the flexibility to work remotely* as you take on some tough challenges.
Primary Responsibilities
- Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
- Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Support customers in confidently navigating myarenaflex.com and other arenaflex websites, while encouraging and reassuring them to become self-sufficient by using our digital self-service tools and resources.
- Serve as a key support resource across multiple Medicaid markets
Key Skills and Competencies
- Fluency in computer navigation and toggling while confidently and compassionately engaging with the caller
- Ability to research complex issues pertaining to the caller's health, status, and potential plan options
- Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced environment and manage multiple priorities
Required Qualifications
- High School Diploma / GED OR equivalent work experience
- Must be 18 years of age OR older
- 2+ years of customer service or relevant experience analyzing and solving issues/concerns
- This position involves member calls, with an expected volume of 50 - 70 calls daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods
- Experience with Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
- Ability to work full-time, Monday - Friday between 9:30am - 6:00pm CST including the flexibility to work occasional overtime given the business need
Preferred Qualifications
- Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design)
- Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations)
- Sales or account management experience
Telecommuting Requirements
- Reside within New Mexico
- Ability to keep all company sensitive documents secure (if applicable)
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Must live in a location that can receive a arenaflex approved high-speed internet connection or leverage an existing high-speed internet service. (arenaflex requires a wired internet connection: cable, DSL or fiber internet service with upload and download speeds suitable for the role and approved by operations. Minimum speed standard is 20mbps download/5mbps upload. Wireless service such as satellite, hot spot, line of sight antenna cannot be used for telecommuting.)
- All employees working remotely will be required to adhere to arenaflex’s Telecommuter Policy.