Experienced Healthcare Customer Advisor for Special Needs Families - National Remote Opportunity with arenaflex

Introduction to arenaflex and the Industry

arenaflex is at the forefront of simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. As a leader in the healthcare industry, we are committed to making a positive impact on the lives of millions of people. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. At arenaflex, we are dedicated to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Job Overview

We are seeking an experienced and compassionate Healthcare Customer Advisor to join our team of highly skilled Care Advisors. As a Care Advisor, you will have the opportunity to deliver an extraordinary experience to family members who need an ally. You will be empowered to fast track resolutions and serve as an ongoing resource to provide guidance and community resources during key transition times throughout the family's journey. This is a full-time, 40 hours per week position, working Monday through Friday from 9:45am to 6:15pm CST, with occasional overtime as needed.

Primary Responsibilities

As a Healthcare Customer Advisor, your primary responsibilities will include:

• Providing holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.
• Serving as an ongoing, point of contact for members, primarily via the phone channel (may also use email, chat, text), delivering compassionate support to members, creating a memorable, positive experience.
• Creating and building ongoing relationships with others, including both members and teammates.
• Making decisions independently and solving problems creatively and completely using sound judgment and critical thinking.
• Consistently following through on commitments and framing realistic expectations for members.
• Planning, prioritizing, organizing, and completing work to meet established objectives for our families.
• Managing project time to ensure follow-up and outreach work is completed in a timely manner.
• Focusing on teamwork and fostering a strong team environment through activities, including mentoring and acting as a resource for colleagues.
• Anticipating member needs and proactively seeking out external and internal resources or partners where appropriate to add unexpected value for the member.
• Determining appropriate referrals to other programs/services as needed with or without technology guidance.
• Providing high-quality member experience as reflected in post-contact surveys and member feedback.

Essential Qualifications

To succeed as a Healthcare Customer Advisor, you will need:

• High School Diploma / GED or equivalent work experience.
• 1 year of experience helping, resolving, or advocating on behalf of members or customers.
• Experience using a computer and Microsoft Office, including Microsoft Word, Microsoft Excel, and Microsoft Outlook.
• Ability to work 40 hours per week, Monday through Friday, from 9:45am to 6:15pm CST, with occasional overtime as needed.
• Must be 18 years of age or older.

Preferred Qualifications

Preferred qualifications include:

• 1 year of A4Me or 3 months of Quick Assist experience.
• Claims processing experience.
• Experience providing care for children with special needs.
• Experience within a member-focused healthcare environment.
• Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non-profit agencies).

Skills and Competencies

To be successful in this role, you will need to possess:

• Passion for helping individuals and families of children with special needs.
• Strong empathy, compassion, and listening skills.
• Aptitude to be proactive, organized, resourceful, and relentless with solving issues and providing support; can think outside the box.
• Critical thinking and problem-solving skills, able to prioritize time efficiently.
• Self-starter abilities and thrive in ambiguity without established processes.
• Motivation to improve process.
• Strong written and verbal communication skills with an ability to understand many different special needs conditions, the impact on the family, and then tailor approaches to a variety of unique individuals.
• Ability to diffuse member distress, manage complex situations, and the aptitude to translate complex benefit terminology and processes into common language members can understand and act upon.
• Ability to work well within a team.
• Strong focus on putting member's needs at the center of decisions.
• A drive to add value by delivering more than the customers expect.
• Agility and flexibility to excel in a very fast-paced work environment with constant learning and change.
• Ability to step in with new members, quickly review history, and confidently speak to member needs.
• Energy for what needs to be done and for overcoming challenges.
• A coachable mindset focused on professional development and able to implement constructive feedback and coaching.
• Highly skilled at de-escalation techniques; able to move conversations toward building trust.
• High emotional intelligence: able to separate self from complaints/escalated members and focus on delivering thoughtful, compassionate care and resolving issues.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to helping our employees grow and develop in their careers. As a Healthcare Customer Advisor, you will have access to:

• 18 weeks of paid training to help you develop the skills and knowledge you need to succeed in your role.
• Ongoing coaching and feedback to help you improve your performance and achieve your goals.
• Opportunities to take on new challenges and responsibilities as you grow and develop in your career.
• A comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution.

Work Environment and Company Culture

At arenaflex, we are committed to creating a positive and inclusive work environment that values diversity and promotes equality. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. Our company culture is built on a foundation of:

• Respect: we value and respect each other's differences and perspectives.
• Empathy: we are compassionate and understanding in our interactions with each other and with our members.
• Integrity: we are honest and transparent in our actions and decisions.
• Accountability: we take responsibility for our actions and their impact on our members and our community.

Compensation, Perks, and Benefits

As a Healthcare Customer Advisor at arenaflex, you can expect:

• A competitive hourly rate, with a range of $18.80 to $36.78 per hour, depending on your location and experience.
• A comprehensive benefits package, including medical, dental, and vision coverage, as well as life insurance and disability benefits.
• Opportunities for professional growth and development, including training and education programs.
• A positive and inclusive work environment that values diversity and promotes equality.

Conclusion

If you are a compassionate and motivated individual who is passionate about helping others, we encourage you to apply for this exciting opportunity to join our team as a Healthcare Customer Advisor. At arenaflex, we are committed to making a positive impact on the lives of our members and our community, and we believe that you can be an important part of our mission. Apply today and take the first step towards a rewarding and challenging career with arenaflex!

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