Experienced Customer Advocacy Specialist - Remote
Are you a customer service expert with a passion for resolving complex issues and driving results? Do you thrive in a fast-paced environment where no two days are the same? If so, we invite you to join arenaflex as an Experienced Customer Advocacy Specialist - Remote. In this critical role, you will serve as a subject matter expert, driving resolution for internal or external issues and/or complaints. As a key member of our team, you will de-escalate and resolve issues with a high level of independence, while also assisting in coaching, on-the-job training, and mentoring new associates.
About arenaflex
arenaflex is a leading provider of innovative solutions in the healthcare industry. Our mission is to deliver exceptional customer experiences, while driving results and growth for our clients. We are committed to fostering a culture of excellence, diversity, and inclusion, where our employees can thrive and reach their full potential.
Job Summary
As an Experienced Customer Advocacy Specialist - Remote, you will be responsible for:
- Acting as the main point of contact for escalated calls and requests
- Adhering to and meeting service level agreements and performance goals as set by our clients
- Monitoring and/or completing production, as applicable
- Managing payer, provider, and patient complaint resolution
- Working with supervisors to drive efficient case handling and quality
- Supporting cross-functional process improvement efforts and providing feedback to other business partners
- May also serve as a back-up in production
- Performing other duties as required or assigned
Secondary Responsibilities
* Responding to calls/e-mails in a timely manner
- Being proficient with entering information into the CART system
- Projects/spreadsheets – across all operations
- Acting as a resource for Customer Service Representatives, line staff-research process issues
- Monitoring sensitive State Reports
Qualifications
To be successful in this role, you should have:
- High School Diploma or the equivalent
- 3 years' experience in a Customer Service Representative (Inbound Contact Center) role in the healthcare/medical field
- Experience with resolution management: handling escalations, analyzing and solving customer problems
- Administrative or customer service support background, preferably in a high-volume contact center environment or medical environment
- Basic computer skills and data entry with speed and accuracy is required
- Knowledge of department systems and processes, arenaflex business protocols, and regulatory compliance (preferred)
What We Offer
* Starting Pay for external hires is $19.50 / per hour + Monthly Incentive Bonus Opportunity. The pay range included in this posting reflects future growth / earning potential
- Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match
- Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more
- Advancement Opportunities, professional skills training, and tuition/exam reimbursement
- PayActiv - access earned income in between pay checks
- Walgreens Discount - receive up to 25% off eligible items
- Great culture with a sense of community
Work Environment and Culture
As a remote employee, you will have the flexibility to work from the comfort of your own home. Our team is committed to fostering a culture of collaboration, innovation, and excellence. We believe in empowering our employees to take ownership of their work, while providing the necessary support and resources to help them succeed.
How to Apply
If you are a motivated and results-driven individual with a passion for customer service, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!
Equal Opportunity Employer
arenaflex is an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.
Application Process
arenaflex accepts applications on an ongoing basis until a candidate is identified. We encourage all qualified candidates to apply. Apply for this job