Service Advocate – Medicare Member Support – Work From Home (Remote)

Join arenaflex: Transforming Healthcare Through Compassionate Member Support

Are you ready to make a meaningful difference in the lives of others while building a rewarding career in healthcare? At arenaflex, we believe that healthcare should be personal, convenient, and affordable for everyone. We're on a mission to deliver human-centered healthcare solutions that improve the wellbeing of millions of Americans, and we need passionate individuals like you to help us achieve this goal.

As a leading healthcare company committed to innovation and compassionate care, arenaflex is looking for a dedicated Service Advocate to join our Health Results Team. This is not just a job—it's an opportunity to be part of something bigger. You'll be the voice that members hear when they need guidance, the advocate who helps them navigate their healthcare benefits, and the compassionate listener who empowers them to make better health decisions.

Position Overview

The Service Advocate within the Health Results Team serves as a critical link between arenaflex and our Medicare members. You'll engage with members through multiple channels including phone and digital platforms, conducting outreach initiatives designed to motivate and encourage healthy behaviors through innovative, compassionate, and empathetic communications.

Your primary objective will be ensuring that every member has a clear understanding of their available Medicare benefits, particularly those related to essential screenings and medications. This role involves both inbound and outbound member communications, where you'll serve as a single point of contact to resolve inquiries, provide accurate information, and connect members with the resources they need to achieve optimal health outcomes.

Key Responsibilities

• Member Communication: Conduct inbound and outbound calls to members who may benefit from assigned services including healthcare visits, screenings, vaccinations, or medication refills


• Barrier Identification: Effectively capture barriers and collect data while using motivational speaking skills to provide solutions that help close gaps in care


• Exceptional Support: Deliver top-tier support to every member, ensuring all inquiries are professionally addressed, triaged, and resolved appropriately


• Care Coordination: Act as a liaison between members, health plans, physicians, and pharmacies to ensure seamless coordination of care


• Data Collection: Actively listen and collect member-reported data elements in the CRM system to support clinical record chasing for HEDIS documentation


• Information Delivery: Provide members with the right information at the right time to help them make better decisions about their health and healthcare


• Member Education: Engage, counsel, and educate members based on their unique needs, preferences, and understanding of available services


• End-to-End Ownership: Take complete accountability for the member experience and deliver exceptional support throughout their journey


• Issue Resolution: Respond to questions and resolve issues as a "single point of contact," escalating to leadership as appropriate


• Relationship Building: Build trusting relationships with members by taking responsibility to understand their needs completely


• Program Guidance: Walk members through available programs, arenaflex tools, and resources to support healthcare behaviors


• Documentation: Report and track all member contacts, events, and outcomes through appropriate systems and processes


• Professional Communication: Use professional interpersonal skills to build relationships with both internal and external members/constituents


• Business Communications: Utilize system tools and resources to produce quality business communications including letters and spreadsheets in response to inquiries


• Multi-Function Performance: Handle multiple functions and products while maintaining and exceeding performance standards


• Continuous Improvement: Identify issues that need escalation and provide suggestions for resolution


• Brand Representation: Demonstrate professionalism and present a positive image of the company while engaging with members

Required Qualifications

Experience:

• Recent and related experience working with HEDIS screening measures and behavior change


• Related experience working directly with members/consumers—preferably in a call center setting


• Minimum of 2 years of current and related experience within healthcare, healthcare marketing, outreach, or health education, health coaching, or disease management


• 2-4 years of experience in a healthcare setting with direct communication with various levels of management including clinical providers

Education:

• High School Diploma or G.E.D. (required)


• Bachelor's Degree (preferred)


• Clinical certification (certified nursing assistant, clinical assistant, etc.) is strongly preferred but not required

Essential Skills and Competencies

• Technical Proficiency: Windows-based application knowledge with the ability to use standard corporate software packages and corporate applications with a high level of computer literacy


• Communication Skills: Effective interpersonal skills and experience speaking with clinical providers and clinical staff


• Active Listening: Strong listening and relationship-building skills; adept at developing and maintaining effective working relationships


• Analytical Thinking: Strong analytical skills focusing on accuracy and attention to detail


• Conflict Resolution: Demonstrated ability to de-escalate situations


• Empathy and Compassion: Demonstrated empathy, curiosity, passion for learning, compassion, and listening skills


• Problem Solving: Ability to apply creative thinking skills when needed to address members' concerns and advocate for them


• Adaptability: Ability to thrive with change and adapt to different focuses in short amounts of time


• Independence: Ability to work independently, apply critical thinking skills when required, multitask easily, and demonstrate professionalism in all interactions


• Complex Issue Resolution: Ability to resolve complex issues with responsiveness and carefulness


• Learning Agility: Ability to absorb and apply new and evolving information


• Decision Making: Ability to make effective and independent decisions


• Time Management: Ability to multitask, prioritize, and effectively adapt to a fast-paced, changing environment

Preferred Qualifications

• Bilingual or multilingual candidates are strongly preferred


• Four-year college degree or equivalent preferred


• Clinical certification strongly preferred but not required

Work Environment and Culture

At arenaflex, we understand that our greatest asset is our people. That's why we've cultivated a workplace culture that values diversity, inclusion, and professional growth. As a remote Service Advocate, you'll enjoy the flexibility of working from home while remaining connected to a supportive team environment.

Our "Heart At Work Behaviors™" guide everything we do. We want every individual who works at arenaflex to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions that make healthcare more personal, convenient, and affordable.

You'll receive comprehensive training to ensure you're equipped with the knowledge and skills to succeed in your role. Our ongoing support systems include mentorship programs, regular performance feedback, and opportunities for career advancement within the organization.

Compensation and Benefits

We recognize that our team members deserve competitive compensation and comprehensive benefits. The typical pay range for this position reflects our commitment to rewarding your skills and experience. The actual base compensation offer will depend on various factors including experience, education, geography, and other relevant factors.

In addition to your compensation, enjoy the rewards of being part of an organization that puts its heart into caring for our team members and our communities. arenaflex offers a full range of benefits including:

• Health Coverage: Comprehensive medical, dental, and vision benefits for qualified employees


• Retirement Savings: 401(k) retirement savings plan with company matching


• Stock Purchase: Employee Stock Purchase Plan available for qualified employees


• Life Insurance: Fully paid term life insurance plan for qualified employees


• Disability Benefits: Short-term and long-term disability benefits


• Wellness Programs: Numerous wellness programs and health resources


• Education Support: Tuition assistance and free development courses


• Employee Discounts: arenaflex store discounts and discount programs with participating partners


• Paid Time Off: Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year, consistent with relevant state laws and company policies

Career Growth Opportunities

At arenaflex, we believe in investing in our people's futures. This role serves as an excellent foundation for career advancement within the healthcare industry. You'll gain invaluable experience in Medicare member services, healthcare coordination, and clinical communication—all while developing the skills that are highly sought after in the healthcare sector.

Our commitment to internal promotion means that dedicated team members have clear pathways to leadership roles, specialized positions, and cross-functional opportunities across the organization. Whether you aspire to move into management, specialize in quality improvement, or explore other areas of our business, arenaflex supports your career journey.

Join Our Mission

If you're passionate about helping others, thrive in a fast-paced environment, and want to be part of a team that's changing lives, we invite you to apply for this exciting opportunity. At arenaflex, every interaction is an opportunity to make a positive impact.

We are committed to creating an inclusive environment where diverse perspectives are valued, and all employees can contribute to their fullest potential. Bring your heart to work every day and join thousands of arenaflex team members who are making a difference in healthcare.

Ready to take the next step in your career? Apply now and become part of the arenaflex family—where your compassion and skills can truly make a difference in the lives of those we serve.

Note: arenaflex requires certain associates to be fully vaccinated against COVID-19 (including any booster shots if required), where permissible under law, unless they are approved for a reasonable accommodation based on disability, illness, religious belief, or other legally recognized reasons that prevent them from being vaccinated. You are required to have received at least one COVID-19 shot before your first day of work and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your work.