Experienced Customer Care Advocate – Delivering Exceptional Service and Support to Diverse Customer Base at arenaflex

Introduction to arenaflex and Our Customer Care Team

At arenaflex, we pride ourselves on being a leader in our industry, dedicated to providing top-notch service and support to our diverse customer base. Our Customer Care team is the backbone of our organization, and we're seeking a highly skilled and compassionate Customer Care Advocate to join our ranks. As a Customer Care Advocate at arenaflex, you will play a vital role in resolving customer inquiries, addressing concerns, and providing exceptional service to our members and business partners.

Job Summary

The Customer Care Advocate role at arenaflex is a dynamic and challenging position that requires a unique blend of technical knowledge, communication skills, and empathy. As a Customer Care Advocate, you will be responsible for resolving customer inquiries via telephone, walk-in, mail, fax, web chat, off-phone work, and email, concerning contract benefits, claim payments, and enrollment, among other topics. You will provide service to customers and business partners while responding in a professional, efficient, and timely manner to resolve issues and enhance member and provider satisfaction and retention.

Key Responsibilities

• Provides service to customers and business partners while responding in a professional, efficient, and timely manner to enhance member and provider satisfaction and retention
• Documents, researches, interprets, and responds to inquiries from internal and external customers, business partners, and special groups concerning our products, services, and policies in accordance with MTM, NCQA, HIPAA, NYSDOH, CMS, and other legislative requirements
• Resolves customer inquiries accurately and efficiently, resulting in acceptable quality, First Contact Resolution, and performance
• Provides outreach related to claims, onboarding, effectuation, retention, provider inquiries, and any other complex inquiry
• Demonstrates willingness to adapt and be flexible to changes and business needs while taking ownership and accountability for issue identification and resolution
• Participates in meetings, training, and skill development to support career path and individual development plans
• Is knowledgeable and enthusiastic about arenaflex and our products and/or services
• Identifies and follows through on issues impacting the Health Plan and customer experience
• Develops effective internal working relationships for improved communication and collaboration
• Shares ideas and solutions to improve processes, procedures, and systems

Essential Qualifications

To be successful in this role, you will need to possess a combination of education, experience, and skills. The minimum qualifications for this position include:

• High School diploma or equivalent required
• Customer service experience preferred
• Entry-level position, with duties performed under close supervision
• Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating screens on the computer, typing call documentation, and speaking to the customer simultaneously
• Excellent computer skills required, including the ability to navigate in a Windows environment
• Adept at communicating effectively and diplomatically while working as a collaborative team member
• Organizational, reasoning, and problem-solving skills
• Strong organizational skills and ability to prioritize, multitask, and work in a fast-paced environment and remain professional and focused under multiple pressures and demands

Preferred Qualifications

In addition to the essential qualifications, we prefer candidates who possess:

• Bi-lingual English/Spanish skills (must have the ability to speak Spanish fluently)
• Advanced system and navigational skills
• Expanded communication skills across multiple channels, including voicemail, email, web chat, outbound calls, membership growth, retention, etc.
• Ability to efficiently resolve complex and escalated issues with minimal direction
• Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 9 out of 12 months

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop in their careers. As a Customer Care Advocate, you will have access to a range of training and development opportunities, including:

• Ongoing participation in meetings, training, and skill development to support career path and individual development plans
• Opportunities for advancement to higher levels of responsibility, including Level II and Level III roles
• Professional development and growth opportunities, including mentorship and coaching
• Access to a range of training programs, including customer service, communication, and technical skills

Work Environment and Company Culture

At arenaflex, we pride ourselves on our positive and inclusive work environment. Our company culture is built on a set of core values, including compassion, pride, excellence, innovation, and having fun! We believe in valuing workforce diversity, innovative thinking, employee development, and offering competitive compensation and benefits.

As an employee at arenaflex, you can expect:

• A dynamic and supportive work environment
• A range of benefits, including group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays
• Opportunities for professional growth and development
• A competitive salary range, with opportunities for advancement and growth

Compensation, Perks, and Benefits

The compensation range for this position is Grade N2: Minimum $18.22 - Maximum $23.89. The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors, including budget available, prior experience, knowledge, skill, and education as they relate to the position's minimum qualifications, in addition to internal equity.

In addition to a competitive salary, arenaflex offers a range of benefits, including:

• Group health and/or dental insurance
• Retirement plan
• Wellness program
• Paid time away from work
• Paid holidays

Conclusion

If you're a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for the Customer Care Advocate role at arenaflex. As a member of our team, you will have the opportunity to make a real difference in the lives of our customers, while also growing and developing in your career. Don't miss out on this exciting opportunity to join a dynamic and supportive team – apply today!