At arenaflex, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels, and more than 300,000 purpose-driven colleagues – caring for people where, when, and how they choose in a way that is uniquely more connected, more convenient, and more compassionate. And we do it all with heart, each and every day.
**Job Summary**
arenaflex is seeking an experienced Customer Service Representative to join our Behavioral Health team. As a key member of our team, you will provide advocate care to assist members with a clear path to care, claims understanding, and resolution, while educating them on online resources. You will guide members through their plan of benefits, Aetna policy, and procedures, as well as have knowledge of resources to comply with regulatory guidelines.
**About the Role**
As a Customer Service Representative in our Behavioral Health team, you will be responsible for creating an emotional connection with our members by understanding and engaging with them to champion for their best health. You will take accountability to fully understand the member's needs by building a trusting and caring relationship with the member. You will anticipate customer needs, perform reviews of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible, and perform financial data maintenance as necessary. You will also explain member's rights and responsibilities in accordance with contract.
**Schedule and Work Environment**
* Schedule: Monday-Friday 11:00 AM-7:30 PM EST
* Schedules subject to change at any time with advanced notice due to business need
* Holiday/PTO Requirements: As a 24-hour call center operation, we will treat holidays as normal working business days, unless you have been approved for time off. This means you would work your normal shift if the Company Observed Holiday falls on your normal workday. No PTO available the first 45 days of employment
* Training Requirements: First six weeks of employment will be training on Monday-Friday 9:00 AM-5:30 PM EST
**What You Will Do**
* Creates an emotional connection with our members by understanding and engaging the member to the fullest to champion for our members' best health
* Taking accountability to fully understand the member's needs by building a trusting and caring relationship with the member
* Anticipates customer needs
* Performs review of member claim history to ensure accurate tracking of benefit maximums and/or coinsurance/deductible
* Performs financial data maintenance as necessary
* Explains member's rights and responsibilities in accordance with contract
**Required Qualifications**
* 1+ years of experience in call center environment
* Experience using Microsoft Office products – specifically Excel, Outlook, and Word
* High School Diploma or GED
**Preferred Qualifications**
* Previous Behavioral Health, Medical, or Insurance background
* Experience working from home in a remote role
**Workspace Requirements**
* Technical Requirement for personal residential internet service
* Recommended Technical requirements when obtaining your own residential internet service:
+ Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast)
+ Select a minimum of 25mbps/3mbps. Remember, the higher the speed, the faster your internet. A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation
+ Consider the internet usage of others in the household during your scheduled working hours. You may need to obtain a higher speed internet connection so your ability to perform your work is not affected. Streaming video content and gaming will significantly reduce the amount of bandwidth available for your corporate equipment
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we believe in investing in our colleagues' growth and development. We offer a range of training programs, mentorship opportunities, and career advancement possibilities to help you achieve your career goals. Our colleagues have access to a comprehensive learning platform, which includes online courses, webinars, and workshops to enhance their skills and knowledge.
**Work Environment and Company Culture**
Our teams reflect the customers, patients, members, and communities we serve, and we are committed to fostering a workplace where every colleague feels valued and that they belong. We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional, and financial wellness of our colleagues and their families to help them be the healthiest they can be.
**Compensation, Perks, and Benefits**
We offer a competitive salary range of $17.00 - $28.46 per hour, depending on experience and qualifications. This position is eligible for a arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above. Our great benefits include:
* Affordable medical plan options
* 401(k) plan (including matching company contributions)
* Employee stock purchase plan
* No-cost programs for all colleagues, including wellness screenings, tobacco cessation, and weight management programs, confidential counseling, and financial coaching
* Benefit solutions that address the different needs and preferences of our colleagues, including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility
**How to Apply**
If you are a motivated and compassionate individual who is passionate about transforming health care, we encourage you to apply for this exciting opportunity. Please visit our website at [insert link] to learn more about this role and to submit your application. The application window for this opening will close on May 3, 2025.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.