Experienced Behavioral Health Customer Service Advocate - Dedicated Line - arenaflex Health Services - Remote

Join arenaflex Health Services, a leading provider of innovative healthcare solutions, as a dedicated Behavioral Health Customer Service Advocate. In this critical role, you will play a vital part in improving the lives of individuals and families by providing exceptional customer service and support. As a member of our team, you will have the opportunity to make a meaningful impact while working in a dynamic and supportive environment.

About arenaflex Health Services

arenaflex Health Services is a division of The arenaflex Group, a global health services organization that creates pharmacy, care, and benefit solutions to improve health and increase vitality. We are committed to driving growth and improving lives through our relentless innovation and dedication to making the prediction, prevention, and treatment of illness and disease more accessible to millions of people.

Job Summary

As a Behavioral Health Customer Service Advocate, you will be responsible for providing exceptional customer service and support to members and providers seeking services for mental health and/or substance use disorders. You will work in a structured environment with a designated queue time, taking back-to-back phone calls from members and providers, and utilizing your skills in empathy, active listening, multitasking, and problem-solving to ensure every caller's experience with arenaflex is both efficient and compassionate.

Key Responsibilities

* Take back-to-back phone calls from members and providers, with calls lasting approximately 8-10 minutes

• Triage and conduct intake for risk of harm and substance use concerns
• Communicate eligibility, assist with scheduling appointments, and provide referrals, quotes benefits, and advise on authorization requirements
• Utilize resources and independent judgment to deliver accurate information, exceptional service, and resolution on the first call
• Collaborate with matrix partners and coordinate seamless handoffs to clinical teams for timely support
• Navigate multiple systems and applications across multiple screens while on calls (sometimes up to 9 programs at once)
• Work with account-specific VIPs to ensure appropriate support for members
• Provide start-to-finish case ownership with claims by:

+ Explaining how benefits were applied to claims and how claims were processed + Supporting complex case completion and appropriate resolution achieved through any necessary communication + Working with claims examiners to determine appropriate steps in resolution + Communicating with healthcare professionals to clarify and resolve claims issues impacting the member and provider + Reprocessing claims

Requirements

* Master's degree in psychology, social work, or a related field, or Master's degree in another field plus 2+ years of behavioral health experience

• Customer service experience
• Strong time management and multitasking abilities
• Proficiency with typing and PC usage
• Must remain at your workstation while handling calls from a phone queue

Training Schedule

* Monday-Friday, 8:30 AM to 5:00 PM CST

Work Schedule

* Based on business need, a permanent 8-hour shift between 7:00 AM and 7:00 PM CST will be offered

Remote Work Requirements

* If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload

Compensation and Benefits

* Anticipated hourly rate of $24 - $36 per hour, depending on relevant factors, including experience and geographic location

• Eligible to participate in an annual bonus plan
• Comprehensive range of benefits, including medical, vision, dental, and well-being and behavioral health programs
• 401(k) with company match
• Company-paid life insurance
• Tuition reimbursement
• Minimum of 18 days of paid time off per year and paid holidays

Career Growth Opportunities and Learning Benefits

* arenaflex Health Services is committed to the growth and development of our employees, offering opportunities for professional growth and advancement

• Access to training and development programs to enhance your skills and knowledge
• Collaborative and supportive work environment that encourages innovation and creativity

Work Environment and Company Culture

* arenaflex Health Services is a dynamic and supportive organization that values diversity, equity, and inclusion

• Collaborative and inclusive work environment that encourages open communication and teamwork
• Opportunities for professional growth and advancement in a rapidly evolving industry

How to Apply

If you are a motivated and compassionate individual with a passion for making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. Apply for this job We are an equal opportunity employer and welcome applications from diverse candidates. If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Apply for this job