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 building a healthcare system that is more responsive, affordable, and equitable for all. 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.
Job Overview
We are seeking a highly skilled and compassionate Healthcare Customer Advisor to join our team of dedicated professionals who are passionate about serving and managing special needs for our members and their families. As a Care Advisor, you will have the opportunity to deliver an extraordinary experience to family members who need an ally, providing holistic support and guidance throughout their journey. You will be empowered to fast-track resolutions, serve as an ongoing resource, and provide community resources during key transition times.
Primary Responsibilities
- Provide 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.
- Serve as an ongoing point of contact for members, primarily via the phone channel, delivering compassionate support and creating a memorable, positive experience.
- Create and build ongoing relationships with others, including both members and teammates.
- Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.
- Consistently follow through on commitments and frame realistic expectations for members.
- Plan, prioritize, organize, and complete work to meet established objectives for our families.
- Manage project time to ensure follow-up and outreach work is completed in a timely manner.
- Maintain accurate family counts on our documentation platform.
- Focus on teamwork and fostering a strong team environment through activities, including mentoring and acting as a resource for colleagues.
- Anticipate member needs and proactively seek out external and internal resources or partners to add unexpected value for the member.
- Determine appropriate referrals to other programs/services as needed with or without technology guidance.
- Provide high-quality member experience as reflected in post-contact surveys and member feedback.
Essential Qualifications
To succeed as a Healthcare Customer Advisor, you will 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.
- Critical thinking and problem-solving skills, able to prioritize time efficiently.
- Self-starter abilities and thrive in ambiguity without established processes.
- Motivation to improve processes.
- 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.
- 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.
Preferred Qualifications
- 1+ years of experience in a similar role or 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.
- Claims processing experience.
- Experience providing care for children with special needs.
- Experience within a member-focused healthcare environment.
- Experience within a service delivery capacity, such as social services, caregivers, hospitality, social work, sales, or non-profit agencies.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to providing our employees with opportunities for growth and development. 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 for advancement and career growth within the company.
- A comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off.
Work Environment and Company Culture
At arenaflex, we are committed to creating a work environment that is supportive, inclusive, and respectful of all employees. We believe that diversity and inclusion are essential to our success, and we are committed to creating a workplace that is welcoming and inclusive of all employees, regardless of their background, race, gender, or sexual orientation.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- A comprehensive benefits package, including medical, dental, and vision coverage.
- A 401(k) plan with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Opportunities for advancement and career growth within the company.
- A dynamic and supportive work environment.
Conclusion
If you are a compassionate and driven 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 difference in the lives of our members and their families, and we believe that you can play a critical role in helping us achieve our mission. Apply today and take the first step towards a rewarding and challenging career with a company that is dedicated to improving the health and well-being of our communities.
Apply Now