At arenaflex Health Services, we're dedicated to creating innovative pharmacy, care, and benefit solutions that improve health and increase vitality for millions of people. As a Behavioral Health Customer Service Advocate, you'll play a vital role in helping individuals access the care they need, while also providing exceptional service and support to our members and providers.
**About arenaflex Health Services**
arenaflex Health Services is a division of The Cigna Group, and we're passionate about driving growth and improving lives. Our team is committed to making the prediction, prevention, and treatment of illness and disease more accessible to everyone. Join us in our mission to make a meaningful difference in the lives of our members and the communities we serve.
**Job Summary**
We're seeking an experienced Behavioral Health Customer Service Advocate to join our dedicated line team. As a key member of our team, you'll be responsible for providing exceptional service and support to our members and providers, while also ensuring that our members receive the care they need. This is a remote position, and you'll have the flexibility to work from home while still being part of a dynamic and supportive team.
**Key Responsibilities**
As a Behavioral Health Customer Service Advocate, you'll be responsible for:
* Taking back-to-back phone calls from members and providers, providing exceptional service and support while ensuring that our members receive the care they need.
* Triage and conduct intake for risk of harm and substance use concerns, using your skills and experience to identify and address potential issues.
* Communicate eligibility, assist with scheduling appointments and providing referrals, quote benefits, and advise on authorization requirements, all while providing exceptional service and support to our members and providers.
* Utilize resources and independent judgment to deliver accurate information, exceptional service, and resolution on the first call, ensuring that our members receive the care they need in a timely and efficient manner.
* Collaborate with matrix partners and coordinate seamless handoffs to clinical teams for timely support, ensuring that our members receive the care they need from a team of experts.
* Navigate multiple systems and applications across multiple screens while on calls, sometimes up to 9 programs at once, to ensure that our members receive the care they need in a timely and efficient manner.
* Work with account-specific VIP's to ensure appropriate support for members, providing exceptional service and support while ensuring that our members receive the care they need.
* Provide start-to-finish case ownership with claims, 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, and communicating with healthcare professionals to clarify and resolve claims issues impacting the member and provider.
**Requirements**
To be successful in this role, you'll need:
* A Master's degree in psychology, social work, or a related field, or a Master's degree in another field plus 2+ years of behavioral health experience.
* Customer service experience, with a proven track record of providing exceptional service and support to members and providers.
* Strong time management and multitasking abilities, with the ability to navigate multiple systems and applications across multiple screens while on calls.
* Proficiency with typing and PC usage, with the ability to work in a fast-paced environment while maintaining accuracy and attention to detail.
* The ability to remain at your workstation while handling calls from a phone queue, with a reliable internet connection and a quiet workspace.
**Training Schedule**
Our training schedule is Monday-Friday, 8:30 AM to 5:00 PM CST, and you'll have the opportunity to learn and grow with our team.
**Work Schedule**
Based on business need, a permanent 8-hour shift between 7:00 AM and 7:00 PM CST will be offered, and you'll have the flexibility to work from home while still being part of a dynamic and supportive team.
**Compensation and Benefits**
We offer a competitive hourly rate of $24 - $36 per hour, depending on relevant factors, including experience and geographic location, as well as an annual bonus plan. You'll also enjoy a 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, a minimum of 18 days of paid time off per year, and paid holidays.
**Diversity, Equity, and Inclusion**
We're committed to creating a diverse, equitable, and inclusive workplace, and we welcome applications from qualified candidates from all backgrounds. We're an equal opportunity employer, and we're committed to providing reasonable accommodations to qualified applicants with disabilities.
**How to Apply**
If you're passionate about making a difference in the lives of our members and the communities we serve, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
**Equal Employment Opportunity**
arenaflex Health Services is an equal opportunity employer, and we're committed to providing reasonable accommodations to qualified applicants with disabilities. If you require reasonable accommodation in completing the online application process, please email:
[email protected] for support.
**Tobacco-Free Policy**
arenaflex Health Services has a tobacco-free policy, and we reserve the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment.
**Criminal History**
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state, and local ordinances.
**Apply Now**
Don't miss this opportunity to join our dynamic team and make a meaningful difference in the lives of our members and the communities we serve. Apply now to become a Behavioral Health Customer Service Advocate at arenaflex Health Services.