**Experienced Customer Care Associate I - Remote**

**Join arenaflex, a leading healthcare company dedicated to helping people get the medicine they need to feel better and live well.** Are you passionate about delivering exceptional customer service and making a difference in people's lives? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join arenaflex as an Experienced Customer Care Associate I - Remote. As a key member of our team, you will play a vital role in providing outstanding service to our members and providers, ensuring their needs are met, and exceeding their expectations. **About arenaflex** arenaflex is a healthcare company that helps people get the medicine they need to feel better and live well. We are committed to delivering high-quality care and service to our members and providers, and we are passionate about making a positive impact on people's lives. Our team is dedicated, collaborative, and driven by a shared purpose to improve healthcare outcomes. **Job Summary** As an Experienced Customer Care Associate I - Remote, you will be responsible for providing exceptional customer service to our members and providers, resolving administrative concerns, and assisting in the mentoring and training of new staff. You will be the first point of contact for our members and providers, and you will be expected to provide accurate and timely information, resolve issues, and exceed performance expectations. **Responsibilities** * Actively listen and probe callers in a professionally and timely manner to determine the purpose of the calls. * Research and articulately communicate information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality. * Resolve customer administrative concerns as the first line of contact, including claim resolutions and other expressions of dissatisfaction. * Assist in the mentoring and training of new staff. * Assume full responsibility for self-development and career progression, proactively seeking and participating in ongoing training sessions (formal and informal). * Comprehensively assemble and enter patient information into the appropriate delivery system to initiate the EAP, Care, and Utilization management programs. * Demonstrate flexibility in areas such as job duties and schedule to aid in better serving members and helping arenaflex achieve its business and operational goals. * Educate providers on how to submit claims and when/where to submit a treatment plan. * Identify and respond to Crisis calls and continue assistance with the Clinician until the call has been resolved. * Inform providers and members on arenaflex's appeal process. * Lead or participate in activities as requested that help improve Care Center performance, excellence, and culture. * Link or make routine referrals and triage decisions not requiring clinical judgment. * Perform necessary follow-up tasks to ensure member or provider needs are completely met. * Provide information regarding arenaflex's in-network and out-of-network reimbursement rates and states multiple networks to providers. * Refer callers requesting provider information to Provider Services regarding arenaflex's professional provider selection criteria and application process. * Refer patients/EAP clients to the arenaflex's Care Management team for a provider, EAP affiliate, or Facility. * Responsible for updating self on ever-changing information to ensure accuracy when dealing with members and providers. * Support team members and participate in team activities to help build a high-performance team. * Thoroughly document customers' comments/information and forward required information to the appropriate staff. **Requirements** * Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment. * Responsible for meeting call handling requirements and daily telephone standards as set forth by management. * Must agree to observing service for the purpose of training and quality control. * Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills. * Must be able to maneuver through various computer platforms while verifying information on all calls. * Must be able to talk and type simultaneously. **Work Experience** * Work Experience - Required: Customer Service * Work Experience - Preferred: 1-2 years of experience in a customer-facing role * Education * Education - Required: GED, High School Education * Education - Preferred: Associates, Bachelors * Certifications * Certifications - Required: None * Certifications - Preferred: None **Compensation and Benefits** * Potential pay for this position ranges from $16.00 - $21.26 based on experience and skills. * Pay range may vary by 8% depending on applicant location. * To review our Benefits, Incentives, and Additional Compensation, visit our Benefits Page and click on the "Benefits at a glance" button for more detail. **Why Join arenaflex?** * arenaflex is a fast-paced and dynamic work environment that is ideal for proactively addressing the constant changes in today's healthcare industry. * Our employees are involved, empowered, and rewarded for their achievements. * We value new ideas and work collaboratively to provide the highest quality of care and service to our members. * We are proud to be an equal opportunity and affirmative action employer, and we encourage diverse candidates to apply. **How to Apply** If you are passionate about delivering exceptional customer service and making a difference in people's lives, we invite you to apply for the Experienced Customer Care Associate I - Remote position at arenaflex. 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