Job Description
Experienced Customer Service Advocate IV – Transforming Healthcare Experiences for arenaflex Members Job Description: About arenaflex As a leading diversified national organization, arenaflex is dedicated to revolutionizing the healthcare landscape for its 28 million members. With a strong commitment to community advocacy and change-making, arenaflex fosters an inclusive culture that prioritizes work-life balance, competitive compensation, and continuous career development. As a Customer Service Advocate IV at arenaflex, you will be part of a collaborative, growing network of innovative thinkers delivering solutions at the local level.
Job Summary We are seeking an experienced Customer Service Advocate IV to in Oklahoma. As a key member of our customer care team, you will be responsible for resolving complex issues or concerns for members or providers, leveraging various communication channels to provide timely, accurate, and personalized resolutions. If you are a passionate advocate for exceptional customer service and have a strong background in resolving complex complaints and escalations, we encourage you to apply for this exciting opportunity.
Key Responsibilities As a Customer Service Advocate IV, you will be responsible for: Assessing and researching customer service needs, determining causes, and initiating corrective actions to other service or technical departments for follow-up as needed. Providing guidance on various complex member or provider issues to resolve customer inquiries or requests. Providing members or providers with information and resources to further educate them on complex inquiries or concerns. Providing customer service in a high-paced contact center environment over the phone, via live chats, and emails.
Continuing to develop in-depth knowledge and deep expertise in multiple additional markets and/or plans in multiple subject areas and responding to complex or escalated questions. Maintaining accurate records of customer interactions, details of inquiries, complaints, comments, and final resolutions through the Customer Relationship Management (CRM) application. Collaborating with training teams to develop training materials and/or programs to ensure quality and adherence to policies and procedures.
Participating in special projects as needed and performing other duties as assigned. Essential Qualifications To be successful in this role, you will need: A High School diploma or GED. 4+ years of related experience in customer service, preferably in a healthcare setting. Strong communication and interpersonal skills, with the ability to effectively communicate with members, providers, and internal stakeholders. Excellent problem-solving and analytical skills, with the ability to resolve complex complaints and escalations.
Ability to work in a fast-paced contact center environment, handling multiple customer interactions simultaneously. Strong knowledge of healthcare policies, procedures, and regulations. Ability to maintain accurate records and reports, using CRM applications and other software tools. Preferred Qualifications While not required, the following qualifications would be an asset: Vocational or technical education in a related field, such as healthcare administration or customer service. Experience working in a contact center environment, with a strong background in customer service and complaint resolution.
Knowledge of CRM applications and other software tools used in customer service and contact center environments. Experience working with diverse populations, including members with complex needs and providers with varying levels of technical expertise. Skills and Competencies To succeed in this role, you will need to possess the following skills and competencies: Strong communication and interpersonal skills, with the ability to effectively communicate with members, providers, and internal stakeholders.
Excellent problem-solving and analytical skills, with the ability to resolve complex complaints and escalations. Ability to work in a fast-paced contact center environment, handling multiple customer interactions simultaneously. Strong knowledge of healthcare policies, procedures, and regulations. Ability to maintain accurate records and reports, using CRM applications and other software tools. Strong attention to detail and organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
Ability to work collaboratively with internal stakeholders, including training teams and other customer service representatives. Career Growth Opportunities and Learning Benefits As a Customer Service Advocate IV at arenaflex, you will have opportunities to: Develop in-depth knowledge and deep expertise in multiple additional markets and/or plans in multiple subject areas. Participate in special projects and contribute to the development of new policies and procedures. Collaborate with training teams to develop training materials and/or programs to ensure quality and adherence to policies and procedures.
Attend training sessions and workshops to enhance your skills and knowledge in customer service, healthcare, and related areas. Participate in mentorship programs and receive feedback and coaching from experienced customer service representatives. Work Environment and Company Culture As a Customer Service Advocate IV at arenaflex, you will work in a fast-paced contact center environment, handling multiple customer interactions simultaneously. You will be part of a collaborative team that values diversity, inclusion, and work-life balance.
arenaflex offers a comprehensive benefits package, including competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field, or office work schedules. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including: Hourly pay rate: $21.64 - $36.53 per hour. Comprehensive benefits package, including health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field, or office work schedules.
Opportunities for career growth and professional development, including training sessions, workshops, and mentorship programs. A collaborative and inclusive work environment that values diversity, inclusion, and work-life balance. If you are a passionate advocate for exceptional customer service and have a strong background in resolving complex complaints and escalations, we encourage you to apply for this exciting opportunity. Please through our website including your resume, cover letter, and any other relevant documents.
We look forward to hearing from you!