Healthcare Customer Advisor for Special Needs Families - National Remote Position | Family Advocacy & Support Specialist

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Join arenaflex: Building Tomorrow's Health Care System Together

Are you ready to make a meaningful difference in the lives of families who need an ally? At arenaflex, we're simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow—making it more responsive, affordable, and equitable. Ready to start doing your life's best work? Join us today!

arenaflex's highly skilled team of Care Advisors is dedicated to serving and managing special needs for our members and their family members. When you join our team as a Healthcare Customer Advisor specializing in Special Needs, you will have the opportunity to deliver an extraordinary experience to family members who need a compassionate partner. Care Advisors are 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. Some of the issues you will help resolve include complex benefits, claim and billing issues, prior authorizations, appeals, and more.

Position Overview

This position is full-time (40 hours/week) Monday through Friday, from 9:45 AM – 6:15 PM CST, within our Family Engagement Center. It may be necessary, given the business need, to work occasional overtime. You will enjoy the flexibility to telecommute from anywhere within the U.S. as you take on some truly challenging and rewarding work.

We offer 18 weeks of paid training. The hours during training will be 8:00 AM – 4:30 PM CST, ramping to 9:45 AM – 6:15 PM CST during the last 4 weeks of training. All telecommuters will be required to adhere to arenaflex's Telecommuter Policy.

Key Responsibilities

As a Healthcare Customer Advisor for Special Needs Families, you will play a vital role in supporting families through their unique health care journeys. Your primary responsibilities include:

• Holistic Family Support: Provide comprehensive 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.
• Ongoing Point of Contact: Serve as a consistent, reliable point of contact for members, primarily via phone (with additional channels including email, chat, and text), delivering compassionate support and creating memorable, positive experiences.
• Relationship Building: Create and build ongoing relationships with members, family members, and teammates, fostering trust and loyalty.
• Independent Decision-Making: Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.
• Commitment Follow-Through: Consistently follow through on commitments and frame realistic expectations for members.
• Effective Time Management: Plan, prioritize, organize, and complete work to meet established objectives for the families we serve.
• Project Management: Manage project time to ensure follow-up and outreach work is completed in a timely manner.
• Diverse Family Support: Families served include a range of low, moderate, and high needs as determined by clinical needs, financial impacts, and/or level of escalation.
• Proactive Outreach: Process includes outreach calls to initiate contact with members referred by executives and partners.
• Documentation Accuracy: Responsible for maintaining accurate family counts on our documentation platform.
• Team Collaboration: Focus on teamwork and fostering a strong team environment through activities including mentoring and acting as a resource for colleagues.
• Anticipating Needs: Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for the member.
• Appropriate Referrals: Determine appropriate referrals to other programs and services as needed with or without technology guidance.
• Quality Assurance: Responsible for providing high-quality member experience as reflected in post-contact surveys and member feedback.

Essential Qualifications

To succeed as a Special Needs Service Advocate at arenaflex, ideal candidates will possess:

• High School Diploma / GED OR equivalent work experience
• 1+ years of experience helping, resolving, or advocating on behalf of members or customers
• Experience using a computer and Microsoft Office including Microsoft Word (create correspondence and work within templates), Microsoft Excel (ability to sort, filter, and create simple spreadsheets), and Microsoft Outlook (email and calendar management)
• Ability to work 40 hours per week, Monday through Friday, from 9:45 AM – 6:15 PM CST, within our Family Engagement Center
• Must be 18 years of age or older

Preferred Qualifications

While not required, the following qualifications will give you a competitive edge:

• 1+ years 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)

Ideal Candidate Profile

We're looking for someone who brings more than just skills—they'll bring heart, dedication, and a genuine passion for helping others. The ideal candidate will:

• Demonstrate passion for helping individuals and families of children with special needs
• Possess strong empathy, compassion, and listening skills
• Show an aptitude to be proactive, organized, resourceful, and relentless with solving issues and providing support; can think outside the box
• Exhibit critical thinking and problem-solving skills, able to prioritize time efficiently
• Have self-starter abilities and thrive in ambiguity without established processes
• Show motivation to improve processes
• Possess 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
• Demonstrate the 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
• Work well within a team and collaborate effectively with colleagues
• Maintain a strong focus on putting member's needs at the center of decisions
• Have a drive to add value by delivering more than the customers expect
• Show agility and flexibility to excel in a very fast-paced work environment with constant learning and change
• Possess the ability to step in with new members, quickly review history and confidently speak to member needs
• Bring energy for what needs to be done and for overcoming challenges
• Have a coachable mindset focused on professional development and able to implement constructive feedback and coaching
• Be highly skilled at de-escalation techniques; able to move conversations toward building trust
• Possess high emotional intelligence: able to separate self from complaints/escalated members and focus on delivering thoughtful, compassionate care and resolving issues

Telecommuting Requirements

If you're joining us remotely, please ensure you meet the following requirements:

• Ability to keep all company sensitive documents secure
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive an arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service

Career Growth & Development

At arenaflex, we believe in investing in our people. As you succeed in this role, you'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed. We provide clear pathways for advancement and development for other roles you may be interested in pursuing.

You'll have access to ongoing training, professional development opportunities, and the chance to grow your career in a company that values internal promotion and talent development. Whether you're looking to specialize further in special needs advocacy or move into leadership roles, arenaflex supports your career trajectory.

Compensation & Benefits

We recognize that our team members are our greatest asset. That's why we offer a competitive compensation package that includes:

• Comprehensive benefits package including medical, dental, and vision coverage
• 18 weeks of paid training to set you up for success
• Incentive and recognition programs
• Equity stock purchase opportunities
• 401(k) contribution with company matching
• Paid time off and holidays
• Employee assistance programs
• Flexible spending accounts
• Life and disability insurance
• Various wellness programs and resources

California, Colorado, Connecticut, Nevada, New Jersey, New York, Washington, or Rhode Island Residents Only: The hourly range for these locations is $18.80 - $36.78 per hour. Pay is based on several factors including but not limited to education, work experience, certifications, and relevant qualifications.

Our Culture & Values

At arenaflex, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone—of every race, gender, sexuality, age, location, and income—deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes—an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: arenaflex is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Ready to Make a Difference?

If you're passionate about helping families navigate the complexities of the health care system and want to be part of a team that truly makes a difference, we invite you to apply today. Join arenaflex and start doing your life's best work while building a rewarding career in health care advocacy.

Take the first step toward a meaningful career where your compassion, empathy, and problem-solving skills can change lives. We can't wait to welcome you to the arenaflex family!