Customer Service Representative – Member Experience Specialist (EST Time Zone)
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Join arenaflex: Where Heart Meets Health Care
Welcome to arenaflex, where we believe that every interaction is an opportunity to make a meaningful difference in someone's health journey. For over five decades, we've been at the forefront of transforming health care delivery, and today, we're looking for passionate individuals to join our team as Customer Service Representatives. At arenaflex, we don't just answer calls – we answer the call to care. Our commitment to delivering enhanced human-centric health care for a rapidly changing world sets us apart, and we want you to be part of this transformative mission.
If you're someone who brings empathy, dedication, and a genuine desire to help others to everything you do, then you've found your home at arenaflex. Our team members are the heartbeat of our organization, and we invest in your growth, well-being, and success just as deeply as you invest in our customers' satisfaction.
Position Overview
We are currently seeking enthusiastic and customer-focused individuals to join our Member Experience team. In this role, you'll serve as the primary point of contact for our members, plan sponsors, and healthcare providers, delivering exceptional service that embodies our "Heart At Work" philosophy. You'll have the opportunity to resolve complex issues, educate customers on their benefits, and create meaningful connections that extend far beyond a single interaction.
This position is available for candidates residing in the Eastern Standard Time (EST) zone, with a competitive starting hourly rate of $17.50 per hour.
Shift and Training Details
Shift hours must be available between 8:00 AM – 8:00 PM EST, with 8-hour shifts scheduled within this window
Training program spans 17 weeks with hours from 8:30 AM – 5:00 PM EST, providing comprehensive preparation for success in the role
Full-time position with consistent scheduling to support work-life balance
Key Responsibilities
As a Customer Service Representative at arenaflex, you'll play a pivotal role in shaping the member experience. Your responsibilities will include:
Direct Member Support
Serve as a single-point-of-contact for members, plan sponsors, and healthcare providers, addressing questions and resolving issues with professionalism and empathy
Take complete ownership of each customer contact, ensuring issues are fully resolved and members are connected with additional services as appropriate
Respond immediately when confronted with problems or made aware of concerning situations
Seek to understand each customer deeply – including their circumstances, problems, expectations, and unique needs
Ask probing questions to identify underlying customer needs that may not be explicitly stated
Anticipate or identify member needs beyond the initial inquiry by proactively answering unasked questions
Provide related information such as additional plan details, benefit information, and member self-service tools to enhance customer knowledge
Deliver customized interactions based on customer preferences and individualized needs, creating an emotional connection with members
Build trusting and caring relationships by fully understanding each member's needs
Education and Guidance
Educate and assist customers on various elements of benefit plan information and available services designed to enhance their overall experience
Provide support with member self-service tools, consultation opportunities, cost of care tools, and natural alternatives programs
Utilize all relevant information to effectively influence member engagement and satisfaction
Offer education to members to support them in managing their health proactively
Guide members to appropriate health resources and offer alternatives where appropriate
Always act with the best interest of the customer in mind, making this the central focus of all interactions
Documentation and Resolution
Document and track all contacts, events, and outcomes with members using appropriate systems and processes
Utilize the customer service threshold framework to make financial decisions that resolve member issues
Resolve issues independently with limited management intervention when possible
Respond quickly to meet customer needs while avoiding over-committing
Provide claim status information, benefit coverage interpretations, and explain plan eligibility
Process claim referrals, new claim hand-offs, and escalate issues appropriately through the system for grievances and appeals
Proactive Engagement and Improvement
Initiate welcome calls to ensure constituent expectations are met or exceeded
Identify trends and emerging customer service issues, developing solutions to address potential problems
Work to improve understanding of benefit plans and increase post-enrollment member satisfaction
Coordinate efforts internally and across departments to successfully resolve service issues
Develop process improvements intended to enhance overall service delivery
Partner with other departments to deliver client-specific presentations
Work collaboratively with colleagues to deliver the best possible customer experience
Appropriately transition conversations to explore possibilities for extending customer interactions
Subject Matter Expertise and Leadership
Serve as a Subject Matter Expert (SME), providing technical assistance on call-related issues, products, and system applications
Participate in the preparation and presentation of client-specific presentations
Track and trend data to identify areas for improvement
Coach, train, and assist in the development of call center staff as required
Participate in and lead special projects and initiatives addressing service issues
Provide technical or subject matter expertise concerning policies, procedures, and function-related applications and systems tools
Required Qualifications
To succeed in this role, you'll need:
Customer Service Experience: Prior experience in a transaction-based environment such as a call center or retail location is strongly preferred. You should demonstrate the ability to be empathetic, compassionate, and patient in all interactions
Organizational Skills: Effective organizational skills with the ability to manage multiple tasks simultaneously while maintaining attention to detail
Communication Skills: Excellent verbal and written communication skills that allow you to connect with diverse customers and colleagues
Problem-Solving Abilities: Strong analytical and problem-solving skills to address complex customer issues creatively and effectively
Tech Proficiency: Comfortable learning and navigating multiple systems and applications
Education Requirements
High School Diploma or equivalent is required for this position
Additional education or certifications in healthcare, customer service, or related fields is a plus
Compensation and Pay Information
The typical pay range for this role is $17.00 – $29.88 per hour, depending on experience, education, and geographic factors. As a Customer Service Representative at arenaflex, you'll start with a competitive base rate of $17.50 per hour.
Benefits and Perks
At arenaflex, we believe in taking care of our team members so they can take care of our customers. We offer a comprehensive benefits package that includes:
Health Insurance: Full medical, dental, and vision coverage for you and your family
Retirement Savings: Eligible employees may enroll in our 401(k) retirement savings plan with company matching
Stock Purchase Plan: Employee Stock Purchase Plan available for eligible employees
Life Insurance: Fully-paid term life insurance plan for eligible employees
Disability Benefits: Short-term and long-term disability coverage
Well-Being Programs: Numerous well-being programs to support your physical, emotional, and financial health
Education Assistance: Free development courses and tuition assistance for career growth
Employee Discounts: arenaflex store discounts and discount programs with participating partners
Paid Time Off: Generous PTO or vacation pay, as well as paid holidays throughout the calendar year
Sick Time: Paid sick time and other time off provided consistent with relevant state laws and company policies
Career Growth Opportunities
At arenaflex, your career journey is just beginning. We believe in investing in our team members' growth and development. As part of our Member Experience team, you'll have access to:
Comprehensive training programs that prepare you for success and set the foundation for future advancement
Mentorship from experienced leaders who are committed to helping you grow
Opportunities to specialize in different areas such as claims, appeals, or provider relations
Leadership development programs for those interested in supervisory roles
Internal promotion opportunities as we believe in promoting from within
Cross-functional training that exposes you to different aspects of our business
Tuition reimbursement for relevant certifications and degrees
Work Environment and Culture
When you join arenaflex, you become part of a culture that values heart, innovation, and transformation. Our "Heart At Work Behaviors" guide everything we do:
We are empowered by the roles we play in transforming our culture
We accelerate our ability to innovate and deliver solutions
We make health care more personal, convenient, and affordable
We treat every customer interaction as an opportunity to show we care
We collaborate across departments to deliver world-class experiences
We embrace diversity and inclusion, knowing that different perspectives make us stronger
Our team environment is supportive, fast-paced, and rewarding. You'll work alongside passionate individuals who share your commitment to exceptional customer service. We celebrate achievements, support each other through challenges, and maintain a positive atmosphere even during busy periods.
Why Join arenaflex?
This is more than just a job – it's a chance to be part of something meaningful. At arenaflex, you'll:
Make a real impact in people's lives every single day
Join an industry leader committed to transforming health care
Develop skills and experience that will serve you throughout your career
Work in an environment that truly values its employees
Enjoy competitive compensation and comprehensive benefits
Feel proud of the work you do and the difference you make
Application Information
We anticipate the application window for this opening will close on June 3, 2024. We encourage you to apply as soon as possible as positions may fill quickly.
If you're ready to bring your heart to work and join a team that's passionate about transforming health care, we encourage you to apply today. At arenaflex, we believe that how we deliver our services is just as important as what we deliver – and that starts with team members like you.
Come be part of our mission. Come bring your heart to arenaflex.
We are an equal opportunity employer and welcome applicants from all backgrounds. We value diversity and are committed to creating an inclusive environment for all employees.
Join arenaflex: Where Heart Meets Health Care
Welcome to arenaflex, where we believe that every interaction is an opportunity to make a meaningful difference in someone's health journey. For over five decades, we've been at the forefront of transforming health care delivery, and today, we're looking for passionate individuals to join our team as Customer Service Representatives. At arenaflex, we don't just answer calls – we answer the call to care. Our commitment to delivering enhanced human-centric health care for a rapidly changing world sets us apart, and we want you to be part of this transformative mission.
If you're someone who brings empathy, dedication, and a genuine desire to help others to everything you do, then you've found your home at arenaflex. Our team members are the heartbeat of our organization, and we invest in your growth, well-being, and success just as deeply as you invest in our customers' satisfaction.
Position Overview
We are currently seeking enthusiastic and customer-focused individuals to join our Member Experience team. In this role, you'll serve as the primary point of contact for our members, plan sponsors, and healthcare providers, delivering exceptional service that embodies our "Heart At Work" philosophy. You'll have the opportunity to resolve complex issues, educate customers on their benefits, and create meaningful connections that extend far beyond a single interaction.
This position is available for candidates residing in the Eastern Standard Time (EST) zone, with a competitive starting hourly rate of $17.50 per hour.
Shift and Training Details
Shift hours must be available between 8:00 AM – 8:00 PM EST, with 8-hour shifts scheduled within this window
Training program spans 17 weeks with hours from 8:30 AM – 5:00 PM EST, providing comprehensive preparation for success in the role
Full-time position with consistent scheduling to support work-life balance
Key Responsibilities
As a Customer Service Representative at arenaflex, you'll play a pivotal role in shaping the member experience. Your responsibilities will include:
Direct Member Support
Serve as a single-point-of-contact for members, plan sponsors, and healthcare providers, addressing questions and resolving issues with professionalism and empathy
Take complete ownership of each customer contact, ensuring issues are fully resolved and members are connected with additional services as appropriate
Respond immediately when confronted with problems or made aware of concerning situations
Seek to understand each customer deeply – including their circumstances, problems, expectations, and unique needs
Ask probing questions to identify underlying customer needs that may not be explicitly stated
Anticipate or identify member needs beyond the initial inquiry by proactively answering unasked questions
Provide related information such as additional plan details, benefit information, and member self-service tools to enhance customer knowledge
Deliver customized interactions based on customer preferences and individualized needs, creating an emotional connection with members
Build trusting and caring relationships by fully understanding each member's needs
Education and Guidance
Educate and assist customers on various elements of benefit plan information and available services designed to enhance their overall experience
Provide support with member self-service tools, consultation opportunities, cost of care tools, and natural alternatives programs
Utilize all relevant information to effectively influence member engagement and satisfaction
Offer education to members to support them in managing their health proactively
Guide members to appropriate health resources and offer alternatives where appropriate
Always act with the best interest of the customer in mind, making this the central focus of all interactions
Documentation and Resolution
Document and track all contacts, events, and outcomes with members using appropriate systems and processes
Utilize the customer service threshold framework to make financial decisions that resolve member issues
Resolve issues independently with limited management intervention when possible
Respond quickly to meet customer needs while avoiding over-committing
Provide claim status information, benefit coverage interpretations, and explain plan eligibility
Process claim referrals, new claim hand-offs, and escalate issues appropriately through the system for grievances and appeals
Proactive Engagement and Improvement
Initiate welcome calls to ensure constituent expectations are met or exceeded
Identify trends and emerging customer service issues, developing solutions to address potential problems
Work to improve understanding of benefit plans and increase post-enrollment member satisfaction
Coordinate efforts internally and across departments to successfully resolve service issues
Develop process improvements intended to enhance overall service delivery
Partner with other departments to deliver client-specific presentations
Work collaboratively with colleagues to deliver the best possible customer experience
Appropriately transition conversations to explore possibilities for extending customer interactions
Subject Matter Expertise and Leadership
Serve as a Subject Matter Expert (SME), providing technical assistance on call-related issues, products, and system applications
Participate in the preparation and presentation of client-specific presentations
Track and trend data to identify areas for improvement
Coach, train, and assist in the development of call center staff as required
Participate in and lead special projects and initiatives addressing service issues
Provide technical or subject matter expertise concerning policies, procedures, and function-related applications and systems tools
Required Qualifications
To succeed in this role, you'll need:
Customer Service Experience: Prior experience in a transaction-based environment such as a call center or retail location is strongly preferred. You should demonstrate the ability to be empathetic, compassionate, and patient in all interactions
Organizational Skills: Effective organizational skills with the ability to manage multiple tasks simultaneously while maintaining attention to detail
Communication Skills: Excellent verbal and written communication skills that allow you to connect with diverse customers and colleagues
Problem-Solving Abilities: Strong analytical and problem-solving skills to address complex customer issues creatively and effectively
Tech Proficiency: Comfortable learning and navigating multiple systems and applications
Education Requirements
High School Diploma or equivalent is required for this position
Additional education or certifications in healthcare, customer service, or related fields is a plus
Compensation and Pay Information
The typical pay range for this role is $17.00 – $29.88 per hour, depending on experience, education, and geographic factors. As a Customer Service Representative at arenaflex, you'll start with a competitive base rate of $17.50 per hour.
Benefits and Perks
At arenaflex, we believe in taking care of our team members so they can take care of our customers. We offer a comprehensive benefits package that includes:
Health Insurance: Full medical, dental, and vision coverage for you and your family
Retirement Savings: Eligible employees may enroll in our 401(k) retirement savings plan with company matching
Stock Purchase Plan: Employee Stock Purchase Plan available for eligible employees
Life Insurance: Fully-paid term life insurance plan for eligible employees
Disability Benefits: Short-term and long-term disability coverage
Well-Being Programs: Numerous well-being programs to support your physical, emotional, and financial health
Education Assistance: Free development courses and tuition assistance for career growth
Employee Discounts: arenaflex store discounts and discount programs with participating partners
Paid Time Off: Generous PTO or vacation pay, as well as paid holidays throughout the calendar year
Sick Time: Paid sick time and other time off provided consistent with relevant state laws and company policies
Career Growth Opportunities
At arenaflex, your career journey is just beginning. We believe in investing in our team members' growth and development. As part of our Member Experience team, you'll have access to:
Comprehensive training programs that prepare you for success and set the foundation for future advancement
Mentorship from experienced leaders who are committed to helping you grow
Opportunities to specialize in different areas such as claims, appeals, or provider relations
Leadership development programs for those interested in supervisory roles
Internal promotion opportunities as we believe in promoting from within
Cross-functional training that exposes you to different aspects of our business
Tuition reimbursement for relevant certifications and degrees
Work Environment and Culture
When you join arenaflex, you become part of a culture that values heart, innovation, and transformation. Our "Heart At Work Behaviors" guide everything we do:
We are empowered by the roles we play in transforming our culture
We accelerate our ability to innovate and deliver solutions
We make health care more personal, convenient, and affordable
We treat every customer interaction as an opportunity to show we care
We collaborate across departments to deliver world-class experiences
We embrace diversity and inclusion, knowing that different perspectives make us stronger
Our team environment is supportive, fast-paced, and rewarding. You'll work alongside passionate individuals who share your commitment to exceptional customer service. We celebrate achievements, support each other through challenges, and maintain a positive atmosphere even during busy periods.
Why Join arenaflex?
This is more than just a job – it's a chance to be part of something meaningful. At arenaflex, you'll:
Make a real impact in people's lives every single day
Join an industry leader committed to transforming health care
Develop skills and experience that will serve you throughout your career
Work in an environment that truly values its employees
Enjoy competitive compensation and comprehensive benefits
Feel proud of the work you do and the difference you make
Application Information
We anticipate the application window for this opening will close on June 3, 2024. We encourage you to apply as soon as possible as positions may fill quickly.
If you're ready to bring your heart to work and join a team that's passionate about transforming health care, we encourage you to apply today. At arenaflex, we believe that how we deliver our services is just as important as what we deliver – and that starts with team members like you.
Come be part of our mission. Come bring your heart to arenaflex.
We are an equal opportunity employer and welcome applicants from all backgrounds. We value diversity and are committed to creating an inclusive environment for all employees.