At arenaflex, we're passionate about revolutionizing healthcare by providing innovative solutions that improve patient outcomes and experiences. As a Customer Care Advocate, you'll play a vital role in delivering exceptional customer care to patients and providers, ensuring their needs are met with sensitivity and urgency. If you're a customer service professional with a passion for healthcare and a knack for resolving complex issues, we want to hear from you!
**About arenaflex**
arenaflex is a leading healthcare technology company dedicated to improving patient care and outcomes. Our innovative solutions are designed to empower healthcare providers and patients to make informed decisions, leading to better health outcomes. We're a fast-paced, collaborative environment that values innovation, teamwork, and customer satisfaction.
**Responsibilities and Duties**
As a Customer Care Advocate, you'll be responsible for:
* Providing superior customer care by troubleshooting customer/patient issues related to product, services, and patient enrollment
* Responding to inquiries, completing daily tasks, and providing verbal and written information to external and internal customers and accounts
* Maintaining a positive attitude and working relationship with all customers, patients, and arenaflex associates
* Ensuring CRM compliance and processing documentation
* Managing tickets and emails in a timely fashion
* Handling inbound and outbound call work as assigned
* Participating in meetings and training in a Zoom environment on camera
**General Experience**
* Providing clear verbal and written proactive communication to internal and external requests
* Driving a patient and client-driven environment
* Understanding sensitive information, HIPAA, and privacy requirements, including security of the home office environment
* Displaying an ability to have attention to detail for all activities and documentation tasks
**Qualifications**
* Experience in a fast-paced patient or healthcare provider-focused environment is preferred
* Minimum of 2+ years of customer service experience in a high-volume environment (60+ activities per day)
* Preferred experience in healthcare/medical device companies, non-insurance based
* Proficient with Microsoft Office, especially Outlook, Word, Excel, and PowerPoint
* Experience with Customer Relationship Management software, Salesforce.com preferred
* Demonstrated ability to understand and meet individual-level metrics assigned
* Must be flexible, able to adapt quickly and positively to change, and able to manage a fast-paced growth company environment
* Strong evidence of great customer service via phone, email, fax, or web modalities
* Demonstrated commitment to helping people and resolving issues, including those that require independent thinking and sound judgment skills not covered specifically in manuals or procedures
* Strong commitment to quality
* Demonstrated patience and professionalism in stressful situations
* Experience in a multitasking role preferred
* Candidates must possess strong verbal and written English communication skills
* Strong skillset in keyboarding, typing (40 WPM), and understanding website/program navigation
**Work Environment and Company Culture**
* arenaflex provides a fast-paced, collaborative work environment that values innovation, teamwork, and customer satisfaction
* We're committed to delivering exceptional patient experiences and improving healthcare outcomes
* Our team is passionate about making a difference in people's lives, and we're looking for like-minded individuals to join our team
**Compensation and Benefits**
* Competitive compensation package
* Excellent benefits, including medical, dental, and vision insurances (all of which start on your first day)
* Health savings account employer contributions (when enrolled in high deductible medical plan)
* Cafeteria plan pre-taxed benefits (FSA, dependent care FSA, commute reimbursement accounts)
* Travel reimbursement for medical care
* Non-contributory basic life insurance & short/long-term disability
* Emotional health support for you and your loved ones
* Legal/financial/identity theft/pet and child referral assistance
* Paid parental leave, paid holidays, travel assistance for personal trips, and PTO!
* 401(k) (with company match)
* Employee Stock Purchase Plan
* Pet insurance discount
* Unlimited amount of LinkedIn Learning classes and more!
**Additional Requirements**
* High-speed internet (over 50 MBPS for upload capacity and 150 MBPS for download capabilities) and a plug-in directly to the home internet router for network stability
* Secure environment for all related activities
* Desk space for laptop and two monitors to be set up
**Key Metric Expectations**
* Attendance: Key to the success of the role
* Quality Scores: All activities are subject to a quality review, and quality scores must be at or above the minimum acceptable rate
* Unavailable time: Adherence to schedule and time available for calls and activities
* HIPAA and Privacy escalations: Tracked and monitored, key to regulatory compliance expectations
* Other metrics: Average call wrap time, productivity, average call handle time, and general service level expectations (subject to change based on business needs)
**OT and Holiday Potential**
* Over-Time may be made available and will be assigned under a request and approval basis
* Holiday assignments will be posted for selection based on a bid/lottery criterion to ensure coverage for all shifts
**What's In It For You**
* This is a regular full-time position with a competitive compensation package and excellent benefits
* You'll have the opportunity to work in a fast-paced, collaborative environment that values innovation, teamwork, and customer satisfaction
* You'll be part of a team that's passionate about making a difference in people's lives
* You'll have access to ongoing training and development opportunities to help you grow in your career
* You'll be part of a company that's committed to delivering exceptional patient experiences and improving healthcare outcomes
**How to Apply**
If you're a customer service professional with a passion for healthcare and a knack for resolving complex issues, we want to hear from you! Apply now to join our team as a Customer Care Advocate and be part of a company that's revolutionizing healthcare!
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