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Join arenaflex Health: Where Compassion Meets Innovation
Are you ready to make a meaningful difference in people's lives every single day? At arenaflex Health, we believe that health care should be personal, convenient, and affordable for everyone. We're on a mission to transform the way health care is delivered, and we're looking for exceptional individuals to join our team as Member Experience Specialists in our dynamic 24/7 customer service operation.
Every interaction with a member is an opportunity to touch a life. When you bring your heart to work at arenaflex, you become part of something much bigger than yourself. Our purpose is simple yet profound: bringing our heart to every moment of your health. This isn't just a slogan—it's the foundation of everything we do, every call we answer, and every member we serve.
As a Member Experience Specialist, you'll be the frontline ambassador of the arenaflex brand, handling inbound inquiries with empathy, expertise, and excellence. Your ability to connect with members, understand their unique needs, and guide them toward optimal health outcomes will be instrumental in shaping the future of health care delivery.
Position Overview
We're seeking dedicated professionals to join our 24/7 customer service operation, which operates around the clock, 365 days a year—including weekends and holidays. This role requires flexibility, as our business needs may require you to work any shift, including overnights, weekends, and holidays. If you're someone who thrives in a dynamic environment and is passionate about helping others, we want to hear from you!
What You'll Do
As a critical member of our member services team, you'll be responsible for:
- Providing Exceptional Member Support: Answer questions and resolve issues received via telephone, internet, or written correspondence from members, providers, and plan sponsors. Your commitment to service excellence will ensure every interaction leaves a positive impression.
- Navigating Complex Inquiries: Handle inquiries ranging from basic to complex nature, demonstrating your ability to adapt and problem-solve in real-time while maintaining accuracy and professionalism.
- Personalizing the Member Experience: Engage, consult, and educate members based upon their unique needs, preferences, and understanding of arenaflex plans, tools, and resources. Guide members along a clear path to care that addresses their specific health concerns.
- Creating Emotional Connections: Build meaningful relationships with members by understanding and engaging them fully to champion for their best health. Your empathy and compassion will be the cornerstone of their experience with arenaflex.
- Practicing Active Listening: Take accountability to fully understand member needs by building trusting and caring relationships. Anticipate customer needs and provide related information to answer unasked questions, such as additional plan details, benefit information, and self-service tools.
- Making Informed Decisions: Use our customer service threshold framework to make financial decisions that resolve member issues effectively and efficiently.
- Ensuring Compliance: Explain member rights and responsibilities in accordance with contract terms and regulatory guidelines. Maintain thorough knowledge of arenaflex policies and procedures.
- Processing Complex Transactions: Handle claim referrals, new claim handoffs, nurse reviews, complaints, grievances, and appeals via our target system. Determine medical necessity, applicable coverage provisions, and verify member plan eligibility.
- Supporting Provider Relations: Educate providers on self-service options and assist with credentialing and re-credentialing issues to maintain strong network relationships.
- Managing Documentation: Document and track all contacts with members, providers, and plan sponsors. Triage resulting rework to appropriate staff and maintain accurate records.
- Performing Claims Analysis: Review member claim history to ensure accurate tracking of benefit maximums and coinsurance/deductible. Perform financial data maintenance as necessary.
- Producing Quality Communications: Use applicable system tools and resources to produce professional letters and spreadsheets in response to inquiries received.
- Contributing to Process Improvement: Assist in preparing complaint trend reports and compiling claim data for customer audits to help improve our service delivery.
What We're Looking For
Essential Qualifications:
- High school diploma or GED equivalent
- Excellent verbal and written communication skills
- Demonstrated ability to show empathy and compassion in customer interactions
- Strong attention to detail and accuracy
- Ability to maintain production standards in a fast-paced environment
- Proficiency with Microsoft Word and Outlook
- Flexibility to work any shift, including overnights, weekends, and holidays (24/7, 365 days operation)
Preferred Qualifications:
- Prior customer service experience in a transaction-based environment such as a call center or retail location
- Experience working in a production-oriented environment with measurable goals
- Ability to multitask and accomplish workload efficiently
- Understanding of medical terminology
- Strong negotiation skills to resolve complex member issues
- Technical proficiency with various systems and software
- Excellent problem-solving and analytical skills
- Ability to navigate challenging conversations while maintaining professionalism and composure
Skills That Set You Apart
Success in this role requires a unique blend of technical abilities and interpersonal skills. You'll need to demonstrate:
- Emotional Intelligence: The ability to connect with members on a human level, understanding their frustrations and celebrating their victories.
- Adaptive Communication: Tailoring your communication style to meet the diverse needs of members from all backgrounds and levels of health literacy.
- Critical Thinking: Analyzing complex information quickly and making sound decisions that benefit both the member and the organization.
- Resilience: Maintaining positivity and professionalism even during challenging interactions.
- Continuous Learning: A growth mindset that embraces new information, systems, and industry developments.
Why Join arenaflex Health?
At arenaflex, we know that our greatest asset is our people. That's why we're committed to investing in your growth, well-being, and future. Here are just a few reasons to join our team:
Competitive Compensation:
We offer a competitive pay range of $17.00 - $29.88 per hour, with the actual base salary offer depending on experience, education, and geographic location. Your skills and dedication deserve to be recognized and rewarded appropriately.
Comprehensive Benefits Package:
We care about your health and well-being. Enjoy a full range of medical, dental, and vision benefits. Eligible employees may enroll in our 401(k) retirement savings plan with company matching, and an Employee Stock Purchase Plan is available for those who want to invest in their future.
We also provide fully-paid term life insurance, short-term and long-term disability coverage, and numerous well-being programs to support your physical, emotional, and financial health.
Time Off & Work-Life Balance:
Enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. We believe in the importance of rest and rejuvenation, and we provide paid sick time and other time off consistent with relevant state laws and company policies.
Professional Development:
Take advantage of free development courses, education assistance, and growth opportunities. We're invested in helping you build a fulfilling career with us.
Employee Perks:
Enjoy a arenaflex store discount and discount programs with participating partners. Our employee community offers support, connection, and the chance to make a difference together.
Our Culture: Heart At Work
At arenaflex Health, our Heart At Work Behaviors™ support our purpose and guide how we operate. We want every team member to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable.
When you join arenaflex, you become part of a community that values:
- Compassion: Treating every member and colleague with kindness and understanding
- Innovation: Embracing new ideas and technologies that improve how we serve our members
- Collaboration: Working together across teams to achieve common goals
- Excellence: Striving for the highest quality in everything we do
- Integrity: Acting ethically and transparently in all interactions
Career Growth Opportunities
We believe in nurturing talent from within. Many of our leadership team members started in entry-level positions and grew their careers here. As a Member Experience Specialist, you'll gain invaluable experience in health care operations, customer relations, and compliance—all of which serve as strong foundations for future advancement.
Whether you aspire to move into supervisory roles, specialize in complex case management, or explore other areas of our business, arenaflex Health provides the resources and support to help you achieve your career goals.
The Application Process
We anticipate the application window for this opening will close on 05/17/2024. We encourage you to apply as soon as possible, as positions may fill quickly.
To apply, please click the "Apply Job!" button at the top of this listing. Our recruitment team will review your application and reach out if your qualifications match our needs.
Ready to Make a Difference?
If you're passionate about helping others and want to be part of a organization that's transforming health care, we invite you to apply for this exciting opportunity. At arenaflex Health, your heart for service can change lives—including your own.
Join us in our mission to bring heart to every moment of health. We can't wait to welcome you to the arenaflex family!
arenaflex Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.