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.