Job Description
At arenaflex Health Services, we are dedicated to providing innovative and compassionate care solutions to individuals and families across the country. Our Behavioral Health Member Advocates play a vital role in supporting the complex and unique needs of our customers, and we are seeking experienced professionals to join our team. As a Behavioral Health Member Advocate, you will be the first point of contact for our customers, providing empathetic and personalized support through our Click to Chat platform. You will utilize your exceptional customer service skills, technical expertise, and clinical knowledge to educate, guide, and assist customers through their behavioral health journey. Your primary responsibility will be to answer inbound Chats from customers, providing resolution to their concerns on the first interaction and building a positive relationship with arenaflex. **Responsibilities:** * Answer inbound Chats from customers, providing empathetic and personalized support * Utilize pre-scripted clinical intake assessments to identify customers at risk of harm to self or others and/or substance use concerns * Serve as a crisis line, connecting customers in distress or with higher clinical needs with licensed clinicians when necessary * Determine eligibility for services, quote benefits, or inform customers of authorization requirements and other plan details * Adhere to State and Federal compliance, and HIPAA requirements * Provide referrals for various types of services based on a customer's clinical need and/or specialty requests * Provide guidance and support inquiries regarding our Employee Assistance Program (EAP) and similar product types * Confirm program eligibility * Generate, review, and/or send authorizations to ensure claims are paid correctly * Determine other customer needs and assist with connecting them to community resources in their greatest time of need * Provide accurate benefit information and appropriate disclaimers to establish expectations regarding claims processing * Send appropriate resources to customers via email or other preferred method * Recognize the need to submit a complaint/grievance on the customer's behalf * Use internal online resources to research standard operating procedures and current workflows to find the correct resolution * Strong competency with quick decision making and solving problems, ensuring accurate information is given, and an exceptional drive to achieve resolution on the first interaction in a way that is customer-focused * Assist customers with website navigation and educate about the self-service tools, assessments, and webinar resources **Essential Qualifications:** * Bachelor's Degree required * Exceptional customer service experience * Prior experience working in a patient-focused environment preferred * Ability to maintain a professional and positive image to external customers and build their trust in our organization * Strong resiliency in a fast-paced working environment, managing/coping with change, and adaptability to different situations * Proficiency with exercising empathy and compassion * Superb interpersonal communication skills * Strong proficiency with active listening, analytical, time management, and organizational skills * Ability to effectively prioritize varying responsibilities and multiple tasks * Intuitive technical capabilities with the ability to quickly understand and apply working knowledge on several proprietary systems * Functional knowledge of Microsoft Word and Excel * Strong independent problem-solving and resourcefulness skills * Able to excel and/or prior successful experience in a virtual team environment * Ability to type effectively and troubleshoot basic technical/computer issues * Adaptable to change in a fast-paced working environment **Preferred Qualifications:** * Experience working in a behavioral health or related field * Knowledge of HIPAA and State and Federal compliance regulations * Certification in crisis intervention or a related field * Experience working with electronic health records (EHRs) and other proprietary systems **Skills and Competencies:** * Excellent communication and interpersonal skills * Strong analytical and problem-solving skills * Ability to work in a fast-paced environment and adapt to changing priorities * Proficiency with Microsoft Office and other software applications * Strong technical skills, including proficiency with proprietary systems and software * Ability to maintain confidentiality and handle sensitive information * Strong customer service skills, with a focus on empathy and compassion * Ability to work independently and as part of a team * Strong time management and organizational skills **Career Growth Opportunities and Learning Benefits:** * arenaflex Health Services is committed to providing ongoing training and development opportunities to our employees, including: + Regular training sessions and workshops on behavioral health topics and industry best practices + Opportunities for professional growth and advancement within the company + Access to online learning platforms and resources + Mentorship and coaching from experienced professionals * arenaflex Health Services is a dynamic and growing company, with opportunities for advancement and professional growth. **Work Environment and Company Culture:** * arenaflex Health Services is a tobacco-free company and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. * arenaflex Health Services is an equal opportunity employer, committed to diversity and inclusion. * arenaflex Health Services is a company that values work-life balance and provides a comprehensive range of benefits to support our employees' physical and mental well-being. * arenaflex Health Services is a company that is passionate about making a difference in the lives of our customers and employees. **Compensation and Benefits:** * arenaflex Health Services offers a competitive hourly rate of $24-$36 per hour, depending on relevant factors, including experience and geographic location. * arenaflex Health Services offers a comprehensive range of benefits, including: + Medical, vision, and dental insurance + 401(k) with company match + Company-paid life insurance + Tuition reimbursement + Minimum of 18 days of paid time off per year and paid holidays + Access to online learning platforms and resources + Opportunities for professional growth and advancement within the company **How to Apply:** If you are a motivated and compassionate individual with a passion for behavioral health, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience. **Equal Employment Opportunity:** arenaflex Health Services is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. **Reasonable Accommodation:** If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response. **Tobacco-Free Policy:** arenaflex Health Services is a tobacco-free company and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances. Apply for this job