At arenaflex, we are revolutionizing the healthcare industry by building innovative technologies that bring transparency, trust, and equity to the entire healthcare community, with a focus on pharmaceutical pricing. Our mission is to empower all of healthcare to focus more on improving the health of people. We believe that our success is driven by our greatest asset – our people. Our team thrives on the problems we solve, is driven to innovate, and thrives on the feedback of their peers. We are passionate about what we do and are looking for talented individuals to join our company and our mission.
**Job Summary:**
We are seeking an experienced Customer Success Specialist, Payer to ensure state Medicaid agencies have a positive experience through excellent customer service, providing comprehensive support through the use of arenaflex's applications, and developing process improvements to enable arenaflex operations to scale effectively. As a key member of our team, you will work closely with state Medicaid agencies to bring transparency, trust, and contract compliance to drug discount programs for commercial managed care. If you are a motivated and results-driven individual with a passion for healthcare and customer success, we encourage you to apply.
**Responsibilities:**
As a Customer Success Specialist, Payer, you will be responsible for:
* Working with state Medicaid agencies to help bring transparency, trust, and contract compliance to drug discount programs for commercial managed care.
* Analyzing and performing QC and QA to deliver validated dispute reports to state agencies.
* Engaging US state agencies in dispute resolution on behalf of customers through a timely and comprehensive outreach process, including monitoring automated messaging.
* Minimizing customer escalations through proactive state dispute and communication monitoring with an emphasis on accuracy.
* Maintaining a clear understanding of customer success criteria and aligning with assigned arenaflex business objectives (MBOs).
* Building and maintaining workflows and business processes related to the dispute resolution management process.
* Positioning yourself as the voice of the state agencies to troubleshoot issues that arise among various drug duplicate discount stakeholders.
* Maintaining a knowledge base of industry news and state/federal policy regarding changes to invoicing, dispute resolution, and process guidelines.
* Being curious, listening deeply, and getting creative to ensure that we are providing our clients with services that optimize and comply with the Medicaid Drug Rebate Program (MDRP) and the 340B Drug Pricing Program.
**Requirements:**
We are looking for a highly motivated and experienced individual with the following qualifications:
* 1+ years of experience in administering and/or implementing a healthcare data management, medical claims, or similar SaaS/cloud-based product or platform, or 2+ years in a customer success related role.
* Demonstrated project management skills – effectively handling multiple customers, escalations, and priorities at once.
* High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office) and Salesforce.
* Ability to effectively communicate via virtual meeting and collaboration software.
* Strong analytical skills with the ability to process and interpret data.
* Excellent organization skills – working independently, prioritizing, and multi-tasking with minimal direction.
* A sense of timeliness and urgency to address issues and resolve them expeditiously.
* High standards for excellence and strict adherence to policies, controls, procedures, and timelines.
**Preferred Qualifications:**
* Bachelor's degree in business, science, technology, healthcare administration field, or equivalent.
* Experience with the 340B program, the Medicaid Drug Rebate Program (pharmacies, hospitals, clinics, PBMs, state/federal agencies) and/or commercial managed care pharmacy contracts.
* Experience with data manipulation/data analysis using Tableau, Power BI, SQL, or equivalent.
* Advanced degree in pharmacy, life science, healthcare administration, or accounting.
* A keen appetite for problem-solving coupled with a sharp investigative intuition.
**What We Offer:**
* Medical, Dental, and Vision benefits
* 401k with company match
* Flexible PTO with a 10-day minimum
* Opportunity for growth
* Mobile & Wifi Reimbursement
* Commuter Reimbursement
* Continuing education reimbursement
* Donation matching for charitable contributions
* Travel reimbursement for healthcare services not available near your home
* New employee home office setup reimbursement
**Expected Salary Range:**
$80,000-$90,000 + Bonus
**What It's Like Working Here:**
* We thrive on collaboration, because we believe that all voices matter and we can only put our best work into the world when we work together to solve problems.
* We empower each other and believe in ensuring all voices are heard.
* We know the importance of feedback in individual and organizational growth and development, which is why we've embedded it into our practice and culture.
* We're curious and go deep. Our slack channel is filled throughout the day with insightful articles, discussions around our industry, healthcare, and our book club is always bursting with questions.
To learn more about our company culture, please visit: https://www.arenaflex.com/company/culture
**Equal Opportunity Employer:**
arenaflex is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.
arenaflex participates in E-Verify.
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