At arenaflex, we're committed to delivering exceptional customer experiences that exceed our patients' and members' expectations. As a key member of our customer service team, you'll play a vital role in driving our success by providing top-notch support through various call campaigns. If you're passionate about delivering world-class service, have a knack for problem-solving, and thrive in a fast-paced environment, we want to hear from you!
**Job Summary:**
We're seeking an experienced Full Stack Customer Service Advocate to join our remote team in the USA. As a Sr. Customer Service Advocate, you'll be responsible for conducting outbound calls to support various call campaigns, handling member inquiries, and providing exceptional customer service. You'll work closely with patients, health plans, and providers to ensure seamless communication and resolve any issues that may arise. If you're a customer service rockstar with a passion for healthcare, we'd love to have you on board!
**Key Responsibilities:**
* Conduct outbound member calls to support various call campaigns, including:
+ Attribution: PCP confirmation or assist member to select PCP
+ Disruption: notify patient of health plan termination and assist with connecting to a broker
+ Appointment scheduling: assisting patient to schedule annual wellness visit
+ Medication adherence: discussing medication supply and connecting to health plan to enroll in mail order delivery
* Conduct 3-way calls with patients and health plans for attribution call campaigns
* Handle member inbound calls to address inquiries for Medicare FFE members for providers enrolled in ACO reach
* Complete detailed call documentation that's included in quarterly CMS reporting
* Conduct outbound "secret shopper" calls to confirm appointment availability at practice locations
* Conduct outbound calls to dialysis centers to confirm required information has been submitted to CMS and capture the date of submission
* Conduct outbound calls within CMS timeframe requirements to notify members of medication approval
* Ability to clearly understand call campaign objectives
* Ability to access multiple systems and navigate while interacting with patients
* Ability to shift between call campaigns without quality impacted
* Ability to think critically when determining final call disposition
* Complete accurate and detailed call documentation
* Troubleshoot system/data issues to ensure the correct population is included in the call campaign
* Escalate patient/member concerns appropriately to management
* Maintain a calm demeanor whenever interacting with patients/members
* Ability to adapt and think quickly to respond appropriately to member questions and/or concerns
* Understand target success rate of each call campaign and drive performance to meet expectations
* Complete outbound calls timely and in accordance with performance standards established within the customer service department
* Facilitate communication through the Language Assistance Program (for members who are not English proficient) of the various plans, and/or arrange for interpreter, including interpretive services for the hearing impaired
* Forward calls as appropriate to supervisor or other staff for further response or follow up
* Ensure confidentiality of all hard copy, electronic, and verbal communication, and adhere to organization's policies related to privacy and disclosure
* Promote a positive image of the organization and the department in all aspects of communication and contact
* Participate in regular training exercises to maintain program knowledge
* Perform other duties as assigned
**Other Job Functions:**
* Understand, adhere to, and implement arenaflex's policies and procedures
* Provide excellent customer service skills, including consistently displaying awareness and sensitivity to the needs of internal and/or external clients
* Take personal responsibility for personal growth, including acquiring new skills, knowledge, and information
* Engage in excellent communication, including listening attentively and speaking professionally
* Set and complete challenging goals
* Demonstrate attention to detail and accuracy in work product
**Required Qualifications:**
* Minimum of 12 months experience in Customer/Member services or related function in a healthcare organization
* Experience with conducting member outbound calls
* Experience in a managed care environment preferred
* Demonstrated experience and expertise in customer service skills, including:
+ Excellent verbal and written communication skills
+ Handling difficult communications with skill to achieve positive outcome
+ Clear and concise targeted communications focused on the customer
* Bilingual (English/Spanish) preferred
**Education/Licensure:**
* Minimum educational level: high school diploma
* Some college-level coursework preferred
**Location:**
Remote - California
**Pay Range:**
$18.40 - $22.10
Salary range shown is a guideline. Individual compensation packages can vary based on factors unique to each candidate, such as skill set, experience, and qualifications.
**What We Offer:**
* Competitive salary and benefits package
* Opportunity to work with a dynamic and growing organization
* Collaborative and supportive team environment
* Professional development and growth opportunities
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
**How to Apply:**
If you're a motivated and customer-focused individual with a passion for healthcare, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you!
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