Experienced Customer Service Advocate II – Outbound Representative for Delivering Exceptional Member and Provider Experiences

Introduction to arenaflex At arenaflex, we are dedicated to transforming the lives of our 28 million members by providing them with unparalleled customer service. As a diversified, national organization, we pride ourselves on our commitment to diversity, equity, and inclusion. Our team is passionate about making a positive impact, and we are looking for like-minded individuals to join our ranks. As a Customer Service Advocate II – Outbound, you will play a vital role in delivering education and information to our members and providers, ensuring they have a seamless and successful experience with our products and services. Job Overview The primary purpose of this role is to serve as a front-line support for our members and providers, providing them with timely, accurate, and personalized support through outbound calls. You will be responsible for educating and informing them about the latest updates, changes, and product awareness campaigns, as well as addressing their concerns and resolving issues in a professional and courteous manner. If you are a customer-focused individual with excellent communication skills and a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Key Responsibilities Reach out to members and/or providers for educational or informational purposes to help support solutions or concerns, ensuring a successful experience for all parties involved Escalate calls in the event providers are unable to deliver solutions, ensuring that issues are resolved promptly and efficiently Serve as the front-line support on various member and/or provider inquiries, requests, or concerns, providing timely and accurate responses to their questions and concerns Assist with sharing product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach with providers, ensuring they are informed and up-to-date on our products and services Maintain performance and quality standards based on established contact center metrics, continually striving to improve and exceed expectations Expand knowledge on primary market and/or plan, and may expand to cover additional markets and/or plans that may require minor research, staying up-to-date on industry trends and developments Document information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications, ensuring accuracy and attention to detail Remain up-to-date and adhere to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance, maintaining the highest level of professionalism and integrity Perform other duties as assigned, demonstrating flexibility and a willingness to adapt to changing circumstances and priorities Comply with all policies and standards, upholding the values and mission of arenaflex Qualifications and Requirements To be successful in this role, you will need to possess a High School diploma or GED, as well as 1-2 years of related experience in a customer-facing environment. Vocational or technical education in addition to prior work experience is also desirable. Experience in a contact center environment is preferred, although not essential. You should be a strong communicator with excellent verbal and written skills, able to articulate complex information in a clear and concise manner. You should also be proficient in using CRM applications and have a basic understanding of benefits eligibility and other relevant industry concepts. Essential Skills and Competencies Excellent communication and interpersonal skills, with the ability to build rapport with members and providers Strong problem-solving and analytical skills, with the ability to resolve issues efficiently and effectively Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities Strong attention to detail, with a focus on accuracy and quality Ability to adapt to changing circumstances and priorities, demonstrating flexibility and a willingness to learn Strong technical skills, including proficiency in CRM applications and other relevant software Ability to maintain confidentiality and handle sensitive information with discretion Career Growth and Development Opportunities At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Advocate II – Outbound, you will have access to comprehensive training and development programs, designed to help you build your skills and advance your career. You will also have opportunities to work on special projects, participate in cross-functional teams, and contribute to the development of new initiatives and programs. Our goal is to help you achieve your full potential and make a meaningful contribution to our organization. Work Environment and Company Culture At arenaflex, we pride ourselves on our positive and inclusive work environment. Our team is passionate about delivering exceptional service, and we are committed to making a positive impact on the lives of our members and providers. We offer a flexible approach to work, with remote, hybrid, field, or office work schedules available. Our comprehensive benefits package includes competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and more. We are an equal opportunity employer, committed to diversity, equity, and inclusion, and we welcome applications from qualified candidates from all backgrounds. Compensation and Benefits The pay range for this role is $17.17 - $26.97 per hour, depending on experience and qualifications. Our comprehensive benefits package includes: Competitive pay and bonuses Health insurance and wellness programs 401K and stock purchase plans Tuition reimbursement and continuous learning opportunities Paid time off plus holidays Flexible work schedules and remote work options And more Conclusion If you are a customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Service Advocate II – Outbound at arenaflex, you will have the chance to make a positive impact on the lives of our members and providers, while also advancing your career and developing your skills. Don't miss out on this opportunity to join our team and be part of a dynamic and inclusive organization. Apply now and take the first step towards a rewarding and challenging career with arenaflex. Apply for this job