Job Description
At arenaflex, we're on a mission to revolutionize the way we approach customer service, putting the needs of our 28 million members at the forefront of everything we do. As a Customer Service Advocate II – Outbound, you'll play a critical role in shaping the future of healthcare by providing exceptional support to our members and providers. If you're passionate about delivering world-class customer experiences, we want to hear from you! **Position Purpose:** As a Customer Service Advocate II – Outbound, you'll be responsible for delivering education and information to members and/or providers on behalf of the customer service team. Your primary goal will be to inform them of the latest updates or changes made to products, gather information, and ensure a successful experience. You'll facilitate the reach outs via outbound calls to provide providers with timely, accurate, and personalized support. **Key Responsibilities:** * Reaches out to members and/or providers for educational or informational purposes to help support solutions or concerns * Escalates calls in the event providers are unable to deliver solutions * Serves as the front-line support on various member and/or provider inquiries, requests, or concerns * Assists with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers * Maintains performance and quality standards based on established contact center metrics * Expands knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research (e.g., benefits eligibility) * Documents information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications * Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance * Performs other duties as assigned * Complies with all policies and standards **Essential Qualifications:** * High School diploma or GED * 1 – 2 years of related experience * May require vocational or technical education in addition to prior work experience * Vocation or technical education may include additional on-the-job training or continuous learning education * Experience in a contact center environment preferred **Preferred Qualifications:** * Bachelor's degree in a related field (e.g., business, communications, healthcare) * 2+ years of experience in a customer-facing role * Proven track record of delivering exceptional customer experiences * Strong knowledge of healthcare industry trends and regulations * Excellent communication and interpersonal skills * Ability to work in a fast-paced environment and adapt to changing priorities **Skills and Competencies:** * Excellent communication and interpersonal skills * Strong problem-solving and critical thinking skills * Ability to work in a fast-paced environment and adapt to changing priorities * Strong knowledge of healthcare industry trends and regulations * Proficiency in CRM applications and other relevant software * Ability to maintain confidentiality and handle sensitive information * Strong attention to detail and organizational skills **Career Growth Opportunities and Learning Benefits:** At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Service Advocate II – Outbound, you'll have access to a range of training and development opportunities, including: * On-the-job training and coaching * Regular feedback and performance evaluations * Opportunities for advancement and career growth * Access to industry-leading training programs and certifications * Collaborative and supportive work environment **Work Environment and Company Culture:** At arenaflex, we're proud of our inclusive and supportive work environment. Our company culture is built on the values of: * Respect and empathy * Collaboration and teamwork * Innovation and creativity * Continuous learning and growth * Diversity and inclusion We offer a range of benefits and perks to support our employees' physical and mental well-being, including: * Competitive pay and benefits package * Comprehensive health insurance * 401K and stock purchase plans * Tuition reimbursement * Paid time off plus holidays * Flexible work arrangements and remote work options **Compensation and Benefits:** * Pay Range: $17.50 – $27.50 per hour * Comprehensive benefits package, including: + Competitive pay + Health insurance + 401K and stock purchase plans + Tuition reimbursement + Paid time off plus holidays + Flexible work arrangements and remote work options **Equal Opportunity Employer:** arenaflex is an equal opportunity employer that is committed to diversity and values the ways in which we are different. 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. **Qualified Applicants with Arrest or Conviction Records:** Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act. If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic and inclusive team, we encourage you to apply for this exciting opportunity! Apply for this job