Experienced Remote Customer Experience Representative – Mental Health and Benefits Navigation

At arenaflex, we're committed to revolutionizing the way people experience mental health and wellness services. As a leading provider of innovative solutions, we're seeking a highly skilled and empathetic Remote Customer Experience Representative to join our team. This is an exciting opportunity to make a meaningful impact in the lives of our clients and their employees, while driving organizational excellence.

About arenaflex

arenaflex is a global leader in mental health services and GuidanceResources for life. With a relentless commitment to innovation and a comprehensive approach to care, we provide personalized and fully integrated programs that empower employees to lead healthier and more productive lives. Our services include behavioral health, absence management, and wellness journeys, which are designed to drive organizational excellence. With a presence in over 200 countries, we serve more than 78,000 organizations and 163 million individuals worldwide.

Job Summary

We're looking for a skilled Customer Experience Representative to serve as a liaison between arenaflex and our healthcare providers and clients in a call center environment. The successful candidate will be responsible for effectively resolving customer issues, complaints, and inquiries, ensuring complete client satisfaction. This is a unique opportunity to work with a talented team of professionals who are passionate about making a difference in the lives of others.

Primary Responsibilities

As a Remote Customer Experience Representative, you will be responsible for:

• Gaining a full understanding of Employee Assistance Programs and Managed Care products and transferring knowledge into satisfying our caller's needs and concerns
• Allowing the caller to express their needs, concerns, and questions without interruption
• Listening effectively to identify and respond to the needs of the caller while remaining empathetic and assuring in matters of behavioral health
• Reading, comprehending, and explaining behavioral health benefits in a clear, concise, and professional manner
• Responding to calls by providing correct benefit and status information while remaining professional and empathetic at all times
• Maintaining the following consistently: an average call time of less than 4 minutes, after-call work under 3 minutes, abandonment rate below 3%, resolving customer issues, and ending the call with the arenaflex close
• Documenting calls efficiently with detail into software databases
• Identifying and researching claim errors and appropriately sending written adjustments to the Claims Department
• Establishing and maintaining strong relationships with Guidance Resources Unit, Care Management, and Network Services team members within arenaflex
• Partnering with other customer service and claim team members to respond quickly to customer needs consistently and positively in order to foster a team environment
• Other duties as assigned

Job Qualifications

To be successful in this role, you will need:

• A High School Diploma or equivalent
• Bi-lingual Spanish preferred
• Customer service inbound call center experience required; experience in insurance, benefits, healthcare, or human resources preferred
• Knowledge of CPT/ICD-9 preferred
• Stable work history required
• Computer literacy in Microsoft Office Suite required

Benefits and Perks

As a valued member of our team, you will enjoy a comprehensive benefits package, including:

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more

EEO

arenaflex celebrates diversity and is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability, or protected veteran status, and any other characteristic protected by federal, state, or local laws. arenaflex Corporation maintains a drug-free workplace.

Why Join arenaflex?

At arenaflex, we're passionate about making a difference in the lives of our clients and their employees. We offer a dynamic and supportive work environment, with opportunities for career growth and professional development. Our team is dedicated to delivering exceptional customer service and driving organizational excellence. If you're a motivated and empathetic individual who is passionate about mental health and wellness, we encourage you to apply for this exciting opportunity.

How to Apply

If you're ready to join a team that is making a difference in the lives of others, don't hesitate. Apply today and let's build the future together. Apply To This Job Apply for this job