Job Description
At arenaflex, we're committed to revolutionizing the way we deliver healthcare services to our 28 million members. As a Customer Service Advocate IV, you'll play a pivotal role in shaping the experience of our members and providers, leveraging your exceptional communication skills and problem-solving expertise to resolve complex issues and concerns. If you're passionate about delivering world-class customer service and making a meaningful impact, we invite you to of dedicated professionals. Position Purpose: As a Customer Service Advocate IV, you'll be the champion of resolving complex issues or concerns for our members or providers.
You'll utilize a variety of communication channels to provide timely, accurate, and personalized resolutions on complex complaints and escalations. Your expertise will be instrumental in ensuring that our members and providers receive the highest level of care and support. Key Responsibilities: * Assess and research customer service needs, determine causes, and initiate corrective actions to other service or technical departments for follow-up as needed * Provide guidance on various complex member or provider issues to resolve customer inquiries or requests * Provide members or providers with information and resources to further educate them on the complex inquiry or concern * Provide customer service in a high-paced contact center environment over the phone, via live chats, and emails * Continuously develop in-depth knowledge and deep expertise in multiple additional markets and/or plans in multiple subject areas and respond to complex or escalated questions * May lead the team in member or provider request resolution and collaborate inter-departmentally to resolve inquiries or concerns * Identify, document, and resolve all customer information and communications and update leadership on customer needs through root cause analysis, recommendation, and resolution * Collaborate with training teams to develop training materials and/or programs to ensure quality and adherence to policies and procedures * Record all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application, including customer interactions, details of inquiries, complaints, comments, and final resolution * Adhere to quality standards, regulations, and confidentiality through various communication channels * Participate in special projects as needed * Perform other duties as assigned * Comply with all policies and standards Essential
Qualifications: * High School diploma or GED * 4+ years of related experience * May require vocational or technical education in addition to prior work experience * Experience within the healthcare industry strongly preferred Preferred
Qualifications: * Bachelor's degree in a related field * Proven track record of delivering exceptional customer service in a high-paced contact center environment * Experience with CRM applications and quality metrics reporting * Strong analytical and problem-solving skills * Excellent communication and interpersonal skills * Ability to work in a team environment and lead by example Skills and Competencies: * Exceptional customer service skills with the ability to resolve complex issues and concerns * Strong communication and interpersonal skills with the ability to work with diverse stakeholders * Analytical and problem-solving skills with the ability to identify root causes and develop effective solutions * Ability to work in a high-paced contact center environment with multiple communication channels * Strong knowledge of healthcare industry trends and regulations * Ability to collaborate with cross-functional teams and lead by example * Strong attention to detail and ability to maintain confidentiality
Career Growth Opportunities and Learning
Benefits: At arenaflex, we're committed to investing in our employees' growth and development.
As a Customer Service Advocate IV, you'll have access to: * Comprehensive training programs to develop your skills and expertise * Opportunities for career advancement and professional growth * Collaborative and supportive work environment with a team of dedicated professionals * Access to industry-leading tools and technologies to enhance your productivity and efficiency * Recognition and rewards for outstanding performance and contributions Work Environment and Company Culture: At arenaflex, we're proud of our inclusive and diverse work environment.
We're committed to creating a workplace that's welcoming and supportive of all employees, regardless of their background, culture, or identity. Our company culture is built on the values of: * Respect and empathy for our members and providers * Collaboration and teamwork among our employees * Continuous learning and professional growth * Innovation and creativity in delivering exceptional customer service * Accountability and transparency in all our interactions
Compensation, Perks, and
Benefits: At arenaflex, we offer a comprehensive benefits package that includes: * Competitive pay with a pay range of $22.07 - $37.25 per hour * Comprehensive health insurance with a range of plan options * 401K and stock purchase plans to support your retirement savings * Tuition reimbursement to support your education and career growth * Paid time off plus holidays to ensure work-life balance * Flexible work arrangements, including remote and hybrid work options * Access to industry-leading tools and technologies to enhance your productivity and efficiency Equal Opportunity Employer: arenaflex is an equal opportunity employer that's committed to diversity and inclusion.
We value the ways in which we're different and believe that our diversity is a strength that drives innovation and excellence. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law. : If you're passionate about delivering exceptional customer service and making a meaningful impact, we invite you to apply for this exciting opportunity.
Please through our website including your resume, cover letter, and any other relevant documentation. We can't wait to hear from you!
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