**Join arenaflex's Dynamic Team and Make a Difference in the Lives of Our Members**
Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we invite you to join arenaflex's team as a Customer Care Associate I - Remote. As a key member of our customer service team, you will play a vital role in providing outstanding service to our members and providers, ensuring their needs are met, and exceeding their expectations.
**About arenaflex**
arenaflex is a leading healthcare company dedicated to helping people get the medicine they need to feel better and live well. We are passionate about delivering high-quality services that make a real difference in people's lives. Our team is committed to excellence, innovation, and customer satisfaction. We believe in creating a work environment that is inclusive, supportive, and empowering, where our employees can grow and thrive.
**Job Summary**
As a Customer Care Associate I - Remote, you will be responsible for providing exceptional customer service to our members and providers, resolving their administrative concerns, and ensuring their needs are met. You will be the first point of contact for many of our customers, and your role will be critical in building trust, resolving issues, and exceeding expectations.
**Key Responsibilities**
* Actively listen to and probe callers to determine the purpose of their calls, ensuring you understand their needs and concerns.
* Research and articulate information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries, maintaining confidentiality and accuracy.
* Resolve customer administrative concerns as the first line of contact, including claim resolutions and other expressions of dissatisfaction.
* Assist in the mentoring and training of new staff, sharing your knowledge and expertise to ensure a smooth onboarding process.
* Assume full responsibility for self-development and career progression, proactively seeking and participating in ongoing training sessions (formal and informal).
* Comprehensively assemble and enter patient information into the appropriate delivery system to initiate the EAP, Care, and Utilization management programs.
* Demonstrate flexibility in areas such as job duties and schedule to better serve members and help arenaflex achieve its business and operational goals.
* Educate providers on how to submit claims and when/where to submit a treatment plan.
* Identify and respond to Crisis calls, continuing assistance with the Clinician until the call has been resolved.
* Inform providers and members on arenaflex's appeal process.
* Lead or participate in activities that help improve Care Center performance, excellence, and culture.
* Link or make routine referrals and triage decisions not requiring clinical judgment.
* Perform necessary follow-up tasks to ensure member or provider needs are completely met.
* Provide information regarding arenaflex's in-network and out-of-network reimbursement rates and states multiple networks to providers.
* Refer callers requesting provider information to Provider Services regarding arenaflex's professional provider selection criteria and application process.
* Refer patients/EAP clients to the arenaflex's Care Management team for a provider, EAP affiliate, or Facility.
* Responsible for updating self on ever-changing information to ensure accuracy when dealing with members and providers.
* Support team members and participate in team activities to help build a high-performance team.
* Thoroughly document customers' comments/information and forward required information to the appropriate staff.
**Requirements**
* Must be flexible in scheduling and comfortable with change, as customer service is an ever-changing environment.
* Responsible for meeting call handling requirements and daily telephone standards as set forth by management.
* Must agree to observing service for the purpose of training and quality control.
* Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills.
* Must be able to maneuver through various computer platforms while verifying information on all calls.
* Must be able to talk and type simultaneously.
**Work Experience**
* Work Experience - Required: Customer Service
* Work Experience - Preferred: Any relevant experience in customer service, healthcare, or a related field.
**Education**
* Education - Required: GED or High School Diploma
* Education - Preferred: Associate's or Bachelor's degree in a related field.
**Certifications**
* Certifications - Required: None
* Certifications - Preferred: Any relevant certifications in customer service, healthcare, or a related field.
**Compensation and Benefits**
* Potential pay for this position ranges from $16.00 - $21.26 based on experience and skills.
* Pay range may vary by 8% depending on applicant location.
* arenaflex offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
* arenaflex is proud to be an equal opportunity and affirmative action employer, committed to diversity, equity, and inclusion.
**Why Join arenaflex?**
* arenaflex is a dynamic and innovative company that values its employees and provides opportunities for growth and development.
* Our team is passionate about delivering exceptional customer service and making a positive impact on people's lives.
* We offer a comprehensive benefits package and competitive compensation.
* arenaflex is committed to diversity, equity, and inclusion, creating a work environment that is inclusive, supportive, and empowering.
**How to Apply**
If you are passionate about delivering exceptional customer service and making a positive impact on people's lives, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates of all backgrounds, experiences, abilities, and perspectives. arenaflex is proud to be an affirmative action employer, committed to creating a work environment that is inclusive, supportive, and empowering.
**Tobacco-Free Workplace**
arenaflex is a tobacco-free workplace employer, committed to providing a healthy and safe work environment for all employees.
**Positions will be posted for a minimum of five consecutive workdays**
Apply today and join arenaflex's dynamic team!