Introduction to arenaflex and the Industry
arenaflex is at the forefront of simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. As a leader in the healthcare industry, we are committed to making a positive impact on the lives of millions of people. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. At arenaflex, we are dedicated to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
Job Overview
We are seeking an experienced and compassionate Healthcare Customer Advisor to join our team of highly skilled Care Advisors. As a Care Advisor, you will have the opportunity to deliver an extraordinary experience to family members who need an ally. You will be empowered to fast track resolutions and serve as an ongoing resource to provide guidance and community resources during key transition times throughout the family's journey. This is a full-time, 40 hours per week position, working Monday through Friday from 9:45am - 6:15pm CST, with occasional overtime as needed.
Primary Responsibilities
- Provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.
- Serve as an ongoing, point of contact for members, primarily via the phone channel (may also use email, chat, text), delivering compassionate support to members, creating a memorable, positive experience.
- Create and build ongoing relationships with others, including both members and teammates.
- Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.
- Consistently follow through on commitments and frame realistic expectations for members.
- Plan, prioritize, organize, and complete work to meet established objectives for our families.
- Responsible for managing project time to ensure follow-up and outreach work is completed in a timely manner.
- Families served include a range of low, moderate, and high needs as determined by clinical needs, financial impacts, and/or level of escalation.
- Process includes outreach calls to initiate contact with members referred by executives and partners.
- Responsible for maintaining accurate family counts on our documentation platform.
- Focus on teamwork and fostering a strong team environment through activities, including mentoring and acting as a resource for colleagues.
- Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for the member.
- Determine appropriate referrals to other programs/services as needed with or without technology guidance.
- Responsible for providing high-quality member experience as reflected in post-contact surveys and member feedback.
Essential Qualifications
To succeed as a Healthcare Customer Advisor, ideal candidates will possess:
- Passion for helping individuals and families of children with special needs.
- Strong empathy, compassion, and listening skills.
- Aptitude to be proactive, organized, resourceful, and relentless with solving issues and providing support; can think outside the box.
- Critical thinking and problem-solving skills, able to prioritize time efficiently.
- Self-starter abilities and thrive in ambiguity without established processes.
- Motivation to improve process.
- Strong written and verbal communication skills with an ability to understand many different special needs conditions, the impact on the family, and then tailor approaches to a variety of unique individuals.
- Ability to diffuse member distress, manage complex situations, and the aptitude to translate complex benefit terminology and processes into common language members can understand and act upon.
- Ability to work well within a team.
- Strong focus on putting member's needs at the center of decisions.
- A drive to add value by delivering more than the customers expect.
- Agility and flexibility to excel in a very fast-paced work environment with constant learning and change.
- Ability to step in with new members, quickly review history, and confidently speak to member needs.
- Energy for what needs to be done and for overcoming challenges.
- A coachable mindset focused on professional development and able to implement constructive feedback and coaching.
- Highly skilled at de-escalation techniques; able to move conversations toward building trust.
- High emotional intelligence: able to separate self from complaints/escalated members and focus on delivering thoughtful, compassionate care and resolving issues.
Preferred Qualifications
In addition to the essential qualifications, preferred candidates will have:
- 1+ years of experience helping, resolving, or advocating on behalf of members or customers.
- Experience using a computer and Microsoft Office, including Microsoft Word, Microsoft Excel, and Microsoft Outlook.
- Ability to work 40 hours per week, Monday through Friday, from 9:45am - 6:15pm CST, within our Family Engagement Center.
- Must be 18 years of age or older.
- 1+ years of A4Me OR 3+ months of Quick Assist experience.
- Claims processing experience.
- Experience providing care for children with special needs.
- Experience within a member-focused healthcare environment.
- Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non-profit agencies).
Skills and Competencies
To be successful in this role, you will need to possess excellent communication, problem-solving, and critical thinking skills. You will also need to be able to work well under pressure, prioritize tasks, and manage multiple projects simultaneously. Additionally, you will need to be proficient in Microsoft Office and have experience with customer service software.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. We offer a comprehensive training program, as well as opportunities for professional development and advancement. You will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service and making a positive impact on the lives of our members.
Work Environment and Company Culture
arenaflex is a dynamic and fast-paced work environment that is committed to innovation, diversity, and inclusion. We believe in fostering a culture of respect, empathy, and compassion, and we are dedicated to making a positive impact on the lives of our members and the communities we serve. Our company culture is built on the values of integrity, accountability, and excellence, and we are committed to creating a work environment that is supportive, inclusive, and empowering.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, as well as a range of perks and benefits, including:
- A comprehensive benefits package, including medical, dental, and vision coverage.
- Incentive and recognition programs.
- Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
- Opportunities for professional development and advancement.
- A dynamic and supportive work environment.
Conclusion
If you are a compassionate and driven individual who is passionate about delivering exceptional customer service and making a positive impact on the lives of others, we encourage you to apply for this exciting opportunity. At arenaflex, we are committed to creating a work environment that is supportive, inclusive, and empowering, and we believe that our employees are our greatest asset. Join our team and start doing your life's best work!
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