**Experienced Evening Customer Care Associate (Healthcare) – Remote Work Opportunity at arenaflex**

At arenaflex, we're passionate about delivering exceptional healthcare experiences to our members. As a leading provider of health advocacy, navigation, well-being, and integrated benefits programs, we're committed to empowering our members to navigate the complexities of healthcare and achieve the best possible health and well-being. We're seeking an experienced Evening Customer Care Associate to join our team and help us continue to set the standard for customer service excellence in the healthcare industry. **About arenaflex** arenaflex is the nation's leading provider of health advocacy, navigation, well-being, and integrated benefits programs. For 20 years, we've provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness, or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need. **Job Summary** As an Evening Customer Care Associate at arenaflex, you'll play a critical role in delivering exceptional customer service to our members. You'll be responsible for assisting members in navigating the healthcare system by answering a variety of incoming calls and responding to members' healthcare questions and issues. You'll work closely with our team to ensure that our members receive the support they need to achieve their health and wellness goals. **Key Responsibilities** * Assist members in navigating the healthcare system by answering a variety of incoming calls and responding to members' healthcare questions and issues * Develop a rapport with members to help them navigate their benefit choices and options * Determine appropriate resolution to assist members based on their needs * Transfer calls outside of scope to appropriate internal or external resources * Process calls in specific queues based on assignment * Verify and collect demographic information and update in the appropriate system * Follow up with members, providers, insurance carriers, and other vendors to ensure adherence to established policies * Exercise exceptional customer service skills to optimize each contact with the member * Ensure that calls are processed in strict adherence to established policies, procedures, quality standards, and applicable federal laws and regulations * Know and support approved departmental and corporate policies and procedures relating to benefit issues * Ensure policies and procedures are in compliance with all applicable laws and regulations, including the privacy of employee health information in compliance with federal and state laws such as HIPAA and COBRA **Research Assistance** * Assist in resolving routine program quality issues by identifying issues and researching in a timely manner * Follow research through until resolution * Document all issues thoroughly maintaining department files * Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services * Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels **Team Interfaces/Customer Service** * Establish and maintain a professional relationship with internal/external customers, team members, and department contacts * Cooperate with team members to meet goals or to complete tasks * Provide quality customer service that exceeds customer expectations and improves the level of service being provided * Treat all internal/external customers, team members, and department contacts with dignity and respect * Escalate to supervisor any situation outside of the employee's control that could adversely impact the services being provided **Mental and Physical Requirements** * This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers * The nature of the work in this position is sedentary, and the incumbent will be sitting most of the time * Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day * Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day **Related Duties as Assigned** * The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents * Consequently, job incumbents may be asked to perform other duties as required * Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above **Minimum Qualifications** * High School Diploma or G.E.D * Associate's degree from an accredited college or university with major coursework in business administration, liberal arts, healthcare, or a related field preferred * Minimum of one year customer service experience required * Basic knowledge of MS Word and Excel required * Must score acceptably on job-related testing * Ability to pass standardized interview **Your Success** As a work-from-home associate, you'll deliver a positive experience that solves members' needs and challenges, while working to resolve issues. arenaflex offers all work equipment and a comprehensive new-employee training program to help you develop the knowledge and skills that will set you up for success in your role and in supporting our members. **Invested in You** At arenaflex, you'll have the ability to pursue your ambitions and grow your career. We've got you covered with a total rewards package that includes: * Robust Medical coverage * Dental & Vision benefits * Tuition assistance * 401(k) savings plan with company match * Paid time off (PTO) * Paid holidays * Employee Assistance Programs * Wellness Programs **Pay Rate** Starting at $18/hour **Hours/Shift** This position is full-time (40 hours/week) Monday - Friday. Employees have flexibility to work any of our 8.5 hour shift schedules during our normal business hours of (8:00 am - 10:00 pm EST). It may be necessary, given the business need, to work occasional overtime. **Equal Opportunity Employer** arenaflex is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service, and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity. **VEVRAA Federal Contractor** arenaflex is a VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans. **PAY TRANSPARENCY NONDISCRIMINATION PROVISION** The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-I.35(c) **How to Apply** If you're passionate about delivering exceptional customer service and making a difference in the lives of our members, we encourage you to apply for this exciting opportunity. Please visit our website at [insert website URL] to learn more about arenaflex and our mission. Apply for this job