Experienced Healthcare Customer Advisor for Special Needs Families - National Remote Opportunity with arenaflex

Introduction to arenaflex and the Industry

arenaflex is at the forefront of simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. As a leader in the healthcare industry, we are dedicated to making a positive impact on the lives of millions of people. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. At arenaflex, we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Job Overview

We are seeking an experienced and compassionate Healthcare Customer Advisor to join our team of highly skilled Care Advisors. As a Care Advisor, you will have the opportunity to deliver an extraordinary experience to family members who need an ally. You will be empowered to fast track resolutions and serve as an ongoing resource to provide guidance and community resources during key transition times throughout the family's journey. This is a full-time, 40 hours per week position, working Monday through Friday from 9:45am to 6:15pm CST, with occasional overtime as needed.

Primary Responsibilities

• Provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.
• Serve as an ongoing, point of contact for members, primarily via the phone channel (may also use email, chat, text), delivering compassionate support to members, creating a memorable, positive experience.
• Create and build ongoing relationships with others, including both members and teammates.
• Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.
• Consistently follow through on commitments and frame realistic expectations for members.
• Plan, prioritize, organize, and complete work to meet established objectives for our families.
• Responsible for managing project time to ensure follow-up and outreach work is completed in a timely manner.
• Families served include a range of low, moderate, and high needs as determined by clinical needs, financial impacts, and/or level of escalation.
• Process includes outreach calls to initiate contact with members referred by executives and partners.
• Responsible for maintaining accurate family counts on our documentation platform.
• Focus on teamwork and fostering a strong team environment through activities, including mentoring and acting as a resource for colleagues.
• Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for the member.
• Determine appropriate referrals to other programs/services as needed with or without technology guidance.
• Responsible for providing high-quality member experience as reflected in post-contact surveys and member feedback.

Essential Qualifications

• High School Diploma / GED OR equivalent work experience.
• 1+ years of experience helping, resolving, or advocating on behalf of members or customers.
• Experience using a computer and Microsoft Office, including Microsoft Word, Microsoft Excel, and Microsoft Outlook.
• Ability to work 40 hours per week, Monday through Friday, from 9:45am to 6:15pm CST, within our Family Engagement Center.
• Must be 18 years of age or older.

Preferred Qualifications

• 1+ years of A4Me OR 3+ months of Quick Assist experience.
• Claims processing experience.
• Experience providing care for children with special needs.
• Experience within a member-focused healthcare environment.
• Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non-profit agencies).

Skill and Competency Requirements

To succeed as a Healthcare Customer Advisor, you will need to possess strong empathy, compassion, and listening skills. You should be proactive, organized, resourceful, and relentless in solving issues and providing support. Critical thinking and problem-solving skills are essential, as well as the ability to prioritize time efficiently. You should be a self-starter, able to thrive in ambiguity without established processes, and motivated to improve processes. Strong written and verbal communication skills are required, with the ability to understand many different special needs conditions and tailor approaches to unique individuals. You should be able to diffuse member distress, manage complex situations, and translate complex benefit terminology and processes into common language that members can understand and act upon.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including 18 weeks of paid training for this role. You will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service and making a positive impact on the lives of our members. We also offer a range of career advancement opportunities, both within the company and through our parent organization.

Work Environment and Company Culture

arenaflex is a dynamic and supportive work environment that values diversity, equity, and inclusion. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to creating a workplace culture that reflects this mission. Our employees are passionate about delivering exceptional customer service and making a positive impact on the lives of our members. We offer a range of benefits and perks, including a comprehensive benefits package, incentive and recognition programs, and opportunities for professional development and growth.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary range for this role, as well as a range of benefits and perks. These include a comprehensive benefits package, incentive and recognition programs, and opportunities for professional development and growth. We also offer a range of wellness programs and employee discounts, as well as a dynamic and supportive work environment.

Conclusion

If you are a compassionate and driven individual who is passionate about delivering exceptional customer service and making a positive impact on the lives of others, we encourage you to apply for this exciting opportunity. As a Healthcare Customer Advisor with arenaflex, you will have the opportunity to work with a talented team of professionals who are dedicated to simplifying the healthcare experience and creating healthier communities. You will be empowered to make a real difference in the lives of our members, and you will be rewarded with a competitive salary, comprehensive benefits, and opportunities for professional growth and development. Apply today to join our team and start making a positive impact on the lives of others!

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