Welcome to arenaflex: Transforming Healthcare for a Better Tomorrow
At arenaflex, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. 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. As a leader in the healthcare industry, we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
Join Our Team of Compassionate Care Advisors
arenaflex's highly skilled team of Care Advisors is dedicated to serving and managing special needs for our members and/or their family members. 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. Some of the issues you will help resolve include complex benefits, claim and billing issues, prior authorizations, appeals, and more.
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.
Ideal Candidate Qualifications:
To succeed as a Special Needs Service Advocate, ideal candidates will possess:
- Passion for helping individuals and families of children with special needs.
- Strong empathy, compassion, and listening skills.
- Aptitude to be proactive, organized, resourceful, and relentless with solving issues and providing support; can think outside the box.
- Critical thinking and problem-solving skills, able to prioritize time efficiently.
- Self-starter abilities and thrive in ambiguity without established processes.
- Motivation to improve process.
- Strong written and verbal communication skills with an ability to understand many different special needs conditions, the impact on the family, and then tailor approaches to a variety of unique individuals.
- Ability to diffuse member distress, manage complex situations, and the aptitude to translate complex benefit terminology and processes into common language members can understand and act upon.
- Ability to work well within a team.
- Strong focus on putting member's needs at the center of decisions.
- A drive to add value by delivering more than the customers expect.
- Agility and flexibility to excel in a very fast-paced work environment with constant learning and change.
- Ability to step in with new members, quickly review history, and confidently speak to member needs.
- Energy for what needs to be done and for overcoming challenges.
- A coachable mindset focused on professional development and able to implement constructive feedback and coaching.
- Highly skilled at de-escalation techniques; able to move conversations toward building trust.
- High emotional intelligence: able to separate self from complaints/escalated members and focus on delivering thoughtful, compassionate care and resolving issues.
Required 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 (create correspondence and work within templates), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (email and calendar management).
- Ability to work 40 hours per week, Monday through Friday, from 9:45am – 6:15pm CST, within our Family Engagement Center. It may be necessary, given the business need, to work occasional overtime.
- 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).
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to helping our employees grow and develop in their careers. As a Care Advisor, you will have access to a range of training and development opportunities, including:
- 18 weeks of paid training to help you develop the skills and knowledge you need to succeed in your role.
- Ongoing coaching and feedback to help you continue to grow and develop in your career.
- Opportunities to take on new challenges and responsibilities as you gain experience and confidence in your role.
- A range of career paths and opportunities to move into different roles within the company.
Work Environment and Company Culture
At arenaflex, we are proud of our diverse and inclusive workplace culture. We believe that our employees are our greatest asset, and we are committed to creating a work environment that is supportive, inclusive, and respectful of all employees. As a Care Advisor, you will be part of a team that is passionate about delivering exceptional customer service and making a positive impact on the lives of our members.
Compensation, Perks, and Benefits
At arenaflex, we offer a range of compensation, perks, and benefits to our employees, including:
- Competitive salary and benefits package.
- Opportunities for career growth and development.
- A range of perks and benefits, including flexible working hours, remote work options, and a comprehensive employee assistance program.
- A dynamic and supportive work environment that is committed to diversity, equity, and inclusion.
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 to join our team as a Care Advisor. At arenaflex, we are committed to helping our employees grow and develop in their careers, and we offer a range of training and development opportunities to help you succeed in your role. Don't miss out on this opportunity to join a dynamic and supportive team that is dedicated to making a difference in the lives of our members. Apply today!
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