Experienced Customer Advocacy Specialist – Remote Opportunity to Drive Resolution and Growth

At arenaflex, we're on a mission to revolutionize the way we approach customer service and advocacy. As a critical subject matter expert, our Customer Advocacy Specialist will play a pivotal role in driving resolution for internal or external issues and/or complaints. If you have a strong background in customer service and problem-solving, we'd love to have you join our team!

About arenaflex

arenaflex is a leading provider of innovative solutions in the healthcare industry. Our team is dedicated to delivering exceptional customer experiences, and we're committed to creating a culture that values collaboration, innovation, and growth. As a remote Customer Advocacy Specialist, you'll have the opportunity to work with a talented team of professionals who share your passion for customer service and advocacy.

Schedule: Monday- Friday, 11:30AM- 8:00PM EST

As a Customer Advocacy Specialist, you'll be working in a fast-paced, dynamic environment where no two days are the same. You'll be responsible for de-escalating and resolving issues with a high level of independence, while also assisting our Supervisor and Manager with coaching, on-the-job training, monitoring work, mentoring new associates, and driving results.

Key Responsibilities

In this role, you'll have the opportunity to:

• Act as the main point of contact for escalated calls and requests
• Adhere to and meet service level agreements and performance goals as set by our clients
• Monitor and/or complete production, as applicable
• Manage payer, provider, and patient complaint resolution
• Work with supervisors to drive efficient case handling and quality
• Support cross-functional process improvement efforts and provide feedback to other business partners
• May also serve as a back-up in production
• Perform other duties as required or assigned

Secondary Responsibilities

In addition to your primary responsibilities, you'll also be expected to:

• Respond to calls/e-mails in a timely manner
• Be proficient with entering information into our CART system
• Projects/spreadsheets – across all operations
• Act as a resource for Customer Service Representatives, line staff-research process issues
• Monitor sensitive State Reports

Qualifications

To be successful in this role, you'll need:

• High School Diploma or the equivalent
• 3 years' experience in a Customer Service Representative (Inbound Contact Center) role in the healthcare/medical field
• Experience with resolution management: handling escalations, analyzing and solving customer problems
• Administrative or customer service support background, preferably in a high-volume contact center environment or medical environment
• Basic computer skills and data entry with speed and accuracy is required
• Knowledge of department systems and processes, arenaflex business protocols, and regulatory compliance (preferred)

What We Offer

As a valued member of our team, you'll enjoy:

• Starting Pay for external hires is $19.50 / per hour + Monthly Incentive Bonus Opportunity. The pay range included in this posting reflects future growth / earning potential.
• Full range of benefits including Health, Dental, and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match
• Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training, and more
• Advancement Opportunities, professional skills training, and tuition/exam reimbursement
• PayActiv – access earned income in between pay checks
• Walgreens Discount – receive up to 25% off eligible items
• Great culture with a sense of community

Why Join arenaflex?

At arenaflex, we're committed to creating a culture that values collaboration, innovation, and growth. We believe in investing in our employees and providing them with the tools and resources they need to succeed. As a remote Customer Advocacy Specialist, you'll have the opportunity to work with a talented team of professionals who share your passion for customer service and advocacy.

How to Apply

If you're passionate about customer service and advocacy, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your application, including your resume and a cover letter, to our online portal. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.

Application Process

arenaflex accepts applications on an ongoing basis until a candidate is identified. We're excited to hear from you and look forward to reviewing your application. Apply for this job