Welcome to arenaflex
arenaflex is a fast-growing health insurance organization dedicated to providing high-quality, affordable healthcare to everyone. We believe that access to excellent healthcare is a fundamental right, and we're committed to making it a reality. Our employer-sponsored group health insurance solution is designed to deliver exceptional benefits and support to our members. As a leader in the health insurance industry, we're passionate about creating a positive impact on people's lives, and we're looking for talented individuals to join our team.
About the Role
We're seeking an experienced and skilled Member Support Experience Agent to provide top-notch customer service to our members. As a primary point of contact, you'll play a vital role in delivering exceptional support and resolving member inquiries via phone and email. Your expertise in medical benefits, claims, and billing will be essential in navigating complex issues and providing personalized solutions. If you're a strong communicator with a passion for customer service, we want to hear from you.
Key Responsibilities
- Respond to member, broker partner, and client inquiries via phone and our proprietary email ticketing system
- Demonstrate exceptional customer service skills, helping members navigate their medical benefit offerings and resolving issues in a timely and professional manner
- Guide members through insurance forms, such as Summary of Benefits and Coverage (SBCs) and Explanation of Benefits (EOBs)
- Collaborate with medical carriers, pharmacies, and service provider billing and claims departments to resolve member issues
- Quickly become an expert in arenaflex programs, including core products and additional benefits, such as the Durable Medical Equipment program, AltCare Plus, Infertility, and our Claims process
- De-escalate situations involving dissatisfied members by offering patient, empathetic, and skilled support
- Maintain customer satisfaction at the core of every decision and task, building relationships and engaging members by going the extra mile on every call
- Adhere to arenaflex guidelines, policies, and processes, as well as strict observance of HIPAA regulations and client confidentiality agreements
- Commit to ongoing professional development, reporting on member and client trends and feedback to become expertly versed in medical benefits, arenaflex processes, and programs
Requirements
To be successful in this role, 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 and creative problem-solving skills
- Excellent organizational skills, proficiency in multi-tasking, and close attention to detail
- Expertise in customer service and ability to work as an organized self-starter
- Ability to confidently request assistance and take direction as needed
- Willingness to work a flexible schedule (if requested)
- Effective communication skills, with the ability to interact with staff, management, and clients professionally
- Possession of a customer-first, eager-to-solve-the-issue approach
- Dedicated workspace free from distractions and high-speed internet
- Strong writing skills and ability to work effectively, efficiently, and autonomously in a remote setting
- Proficiency in 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
This role requires:
- 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 sufficient to read and produce printed material and information displayed on a computer screen
What We Offer
At arenaflex, we're committed to providing a supportive and inclusive work environment that fosters growth and development. As a full-time, non-exempt, hourly employee, you'll enjoy:
- Competitive hourly rate of $28.85
- Internet reimbursement
- Fully remote position, allowing you to work from the comfort of your own home
- Monday to 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
Career Growth and Development
At arenaflex, we're dedicated to helping our employees grow and develop in their careers. You'll have access to ongoing training and professional development opportunities, allowing you to expand your skills and knowledge in the health insurance industry. Our commitment to diversity, equity, and inclusion means that you'll be part of a team that values and respects individual differences, promoting a culture of belonging and empowerment.
Company Culture
arenaflex is a dynamic and innovative organization that prioritizes collaboration, creativity, and customer satisfaction. Our team is passionate about making a positive impact on people's lives, and we're looking for like-minded individuals to join our mission. As a remote employee, you'll be part of a virtual team that's connected, engaged, and committed to delivering exceptional results.
How to Apply
If you're a motivated and customer-focused individual with a passion for healthcare, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to join our team at arenaflex. We can't wait to hear from you and explore how you can contribute to our mission of providing high-quality, affordable healthcare to everyone.
Apply Now