Experienced Member Support Experience Agent (Customer Service) - Fully Remote at arenaflex

Join arenaflex, a fast-growing health insurance organization, in revolutionizing the way people access high-quality, affordable healthcare. As an Experienced Member Support Experience Agent, you will be at the forefront of delivering exceptional customer service to arenaflex members, providing them with memorable and positive experiences.

About arenaflex

arenaflex is a dynamic and innovative health insurance organization that is committed to making healthcare more accessible and affordable for everyone. With a strong focus on customer satisfaction, arenaflex offers a comprehensive employer-sponsored group health insurance solution called arenaflex Health. Our mission is to provide top-notch customer service, ensuring that every member interaction is a positive and memorable experience.

The Role

As an Experienced Member Support Experience Agent, you will be responsible for providing first-class customer service to arenaflex members, responding to their medical benefit inquiries via phone and email. You will be the primary point of contact for members, guiding them through their medical benefit offerings and resolving any issues they may have. Your exceptional communication skills, patience, and professionalism will make you an invaluable asset to our team.

Key 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 such as the Durable Medical Equipment program, AltCare Plus, Infertility, and arenaflex's Claims process
• 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 so as to become expertly versed in medical benefits, arenaflex processes, and programs

Requirements

* 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

* 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

* 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

Equal Employment Opportunity

arenaflex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website at [insert link] to submit your application. Join arenaflex today and be part of a dynamic team that is revolutionizing the way people access healthcare! Apply for this job