Welcome to arenaflex
arenaflex is a fast-growing health insurance organization with a firm belief that everyone should have access to high-quality, affordable healthcare. To achieve this goal, we offer an employer-sponsored group health insurance solution. Our mission is built on the principle of providing exceptional service and support to our members, and we are now seeking a highly skilled and experienced Member Support Experience Agent to join our team in a fully remote capacity.
About the Role
The Member Support Experience Agent position is crucial in delivering exceptional customer service by responding to arenaflex members' medical benefit inquiries via phone and email. As one of the primary points of contact, this role is integral to our service delivery model. Our ideal candidate brings strong experience in medical benefits, claims, and billing, along with a proven commitment to providing exceptional, personalized customer service. If you are a skilled communicator with a passion for helping others and a strong background in health insurance, we encourage you to apply for this exciting opportunity.
Primary Responsibilities
- Respond to arenaflex member, broker partner, and client inquiries via phone and arenaflex's proprietary email ticketing system
- Demonstrate strong customer service while helping members navigate their medical benefit offerings through arenaflex
- Guide members through insurance forms such as Summary of Benefits and Coverage (SBC's) and Explanation of Benefits (EOB's)
- From time to time, work with medical carriers, pharmacies, and service provider billing and claims departments to help resolve member issues
- Quickly become an expert at arenaflex programs, including but not limited to, arenaflex's core products as well as various additional benefits
- De-escalate situations involving dissatisfied members by offering patient, empathetic, and skilled support
- Maintain customer satisfaction at the core of every decision and task
- Build relationships and engage members by going the extra mile on every call
- Adhere to arenaflex guidelines, policies, and processes, as well as strict observance of HIPAA regulations and client confidentiality agreements
- Commit to ongoing professional development
- Report on member and client trends and feedback on professional development to become expertly versed in medical benefits, arenaflex processes, and programs
Requirements
To be successful in this role, you will need to possess the following skills, experience, and education:
- 3 years or more of experience in a customer-facing role within a call center environment in the health insurance/healthcare industry
- At least 1 year of experience working in a remote environment
- Ability to adapt to rapidly changing requirements with a positive and confident attitude
- Critical thinker with intuitive and creative problem-solving abilities
- Must be able to learn CRM systems
- Excellent organizational skills, proficient in multi-tasking, and pays close attention to detail
- Must be an expert in customer service and an organized self-starter
- Ability to confidently request assistance and take direction as needed
- Willingness to work a flexible schedule (if requested)
- Ability to communicate with staff, management, and clients effectively and professionally
- Possesses a customer-first, eager-to-solve-the-issue approach
- Must have a dedicated workspace free from distractions and high-speed internet
- Ability to continually demonstrate strong writing skills
- Willingness and ability to work effectively, efficiently, and autonomously in a remote setting while staying proactively engaged with the team
- Proficient with Google Suite products (Sheets, Docs, etc.) or equivalents
- Familiarity with medical insurance and medical benefits
- Experience working on multiple platforms and successfully navigating numerous sources of information
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Prolonged periods sitting at a desk and working on a computer per day
- Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing
- Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally
- Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone
- Visual ability is sufficient to read and produce printed material and information displayed on a computer screen
Perks and Compensation
arenaflex offers a competitive compensation package, including:
- Full-time / Non-exempt / Hourly Position
- Hourly Rate $28.85 hr
- Internet Reimbursement
- Fully Remote Position - Work from the comfort of your own home!
- Monday - Friday schedule with No Weekends!!
- 401(k) plan participation with employer-matched contributions
- Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met
- Voluntary Benefits offered for employees and dependents
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Member Support Experience Agent, you will have access to ongoing training and professional development opportunities to help you succeed in your role and advance your career. You will be part of a dynamic team that values collaboration, innovation, and exceptional customer service.
Work Environment and Company Culture
arenaflex is a fast-growing and dynamic organization that values its employees and is committed to creating a positive and inclusive work environment. We believe in fostering a culture of excellence, integrity, and respect, and we are dedicated to making a positive impact in the lives of our members and the communities we serve.
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for the Member Support Experience Agent position at arenaflex. This is a unique opportunity to join a dynamic team and make a real difference in the lives of our members. With a competitive compensation package, ongoing training and development opportunities, and a positive and inclusive work environment, arenaflex is the perfect place to take your career to the next level. Apply now and become a part of our team!
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