Job Description
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