Customer Advocate Phone Specialist – Remote Healthcare Support Representative (Arizona)

• --

Join arenaflex: Inspiring Health and Making It Easy

At arenaflex, we believe that health is the foundation of a vibrant life. As a leading healthcare organization in Arizona, we are dedicated to inspiring health and making it easy for individuals, families, and businesses across the Grand Canyon State to access quality healthcare coverage and services. Our mission goes beyond providing insurance – we strive to be a trusted partner in every Arizonan's health journey, delivering personalized support, innovative solutions, and compassionate care.

Founded on the principles of integrity, community, and excellence, arenaflex has been recognized as one of the healthiest employers in Arizona and consistently named among the Best Places to Work and Most Admired Companies in the state. Our commitment to our employees is unwavering, and we take pride in fostering a culture where diversity is celebrated, growth is supported, and every team member has the opportunity to thrive.

We are currently seeking a talented and customer-focused Customer Advocate Phone Specialist to join our team in a fully remote capacity, serving healthcare customers throughout Arizona. This is more than just a job – it's an opportunity to make a meaningful difference in the lives of Arizonans while building a rewarding career with a company that truly values its people.

About This Role

As a Customer Advocate Phone Specialist at arenaflex, you will be the frontline representative of our organization, serving as the crucial link between our members and the healthcare services they deserve. In this dynamic customer care position, you will handle inbound phone inquiries from members seeking guidance on their health insurance benefits, coverage questions, claims information, and a wide range of other healthcare-related topics.

This fully remote position offers the flexibility to work from the comfort of your Arizona home while remaining an integral part of our collaborative team. You will receive comprehensive training, ongoing support, and the tools necessary to excel in providing exceptional customer service that aligns with our mission of inspiring health.

Key Responsibilities

Your primary responsibility as a Customer Advocate Phone Specialist will be to deliver outstanding customer support through telephone and written correspondence. The following are the core duties you will perform:

• Respond to Customer Inquiries: Handle inbound phone calls from arenaflex members, identifying, researching, processing, resolving, and responding to questions regarding their healthcare coverage and benefits.


• Provide Detailed Information: Clarify and explain contract benefits, changes in coverage, eligibility requirements, claims status, arenaflex programs, and provider network information to customers with patience and accuracy.


• Document Interactions: Maintain detailed records of all customer inquiries and correspondence by updating arenaflex files and systems with accurate information.


• Meet Performance Standards: Achieve individual and department performance goals related to quality, quantity, and timeliness of customer interactions.


• Coordinate with Departments: Consult and collaborate with internal departments, external plans, providers, businesses, and government agencies to obtain information and ensure comprehensive resolution of customer inquiries.


• Maintain Knowledge: Demonstrate and maintain current working knowledge of arenaflex systems, procedures, forms, and manuals to provide accurate information.


• Navigate Multiple Systems: Utilize various system applications to gather, input, and maintain data records efficiently and accurately.


• Compose Correspondence: Draft and dictate professional business correspondence as needed to address customer needs.

Required Qualifications

To be considered for this position, candidates must meet the following minimum requirements:

• Education: High School diploma or GED equivalent.


• Experience: At least one (1) year of experience in claims examination, health insurance, customer service, call center, medical office, or other healthcare-related field.


• Technical Skills: Intermediate proficiency with personal computers and various software applications.


• Residency: Must reside in the State of Arizona and be able to perform work within Arizona boundaries.

Essential Skills and Competencies

Success in this role requires a unique blend of technical abilities, interpersonal skills, and personal attributes. The ideal candidate will possess:

• Exceptional Communication Skills: The ability to articulate complex information clearly and concisely, both verbally and in writing, while maintaining a professional and empathetic tone.


• Active Listening: Strong active listening skills to fully understand customer needs and concerns, ensuring accurate resolution of issues.


• Customer Service Orientation: A genuine passion for helping others and a commitment to achieving high levels of customer satisfaction.


• Confidentiality: A steadfast commitment to maintaining confidentiality and privacy in accordance with HIPAA regulations and company policies.


• Interpretive Ability: The capacity to interpret and translate policies, procedures, programs, and guidelines into easily understandable information for customers.


• Adaptability: The flexibility to navigate, learn, and utilize multiple system applications and technologies.


• Collaborative Mindset: The ability to establish and maintain productive working relationships with team members and cross-functional departments.


• Time Management: Strong organizational skills to handle high volumes of calls and tasks efficiently while meeting deadlines.


• Problem-Solving Skills: The ability to research issues, identify root causes, and implement effective solutions.

What to Expect at arenaflex

When you join arenaflex, you become part of a team that is passionate about making a positive impact on the health and well-being of Arizona communities. We believe that our employees are our greatest asset, and we are committed to providing an environment where everyone can succeed.

As a remote team member, you will enjoy the flexibility of working from home while still being connected to a supportive team and organization. You will receive thorough training to equip you with the knowledge and skills needed to excel in your role, and you will have access to ongoing professional development opportunities.

At arenaflex, we embrace diversity and inclusion, understanding that different perspectives strengthen our organization. We foster an environment where ideas are valued, collaboration is encouraged, and every employee feels respected and empowered to contribute their best work.

Compensation and Benefits

We recognize that our employees deserve competitive compensation and comprehensive benefits. The hourly pay rate for this position is $20.00 per hour, and our benefits package is designed to support your overall well-being:

• Flexible Work Options: Remote, in-office, and hybrid work options within the State of Arizona to suit your lifestyle and preferences.


• Paid Time Off: Generous accrued paid time off (up to 18 days per calendar year) plus eleven (11) paid holidays, including a floating holiday you can use whenever you choose.


• Health Coverage: Comprehensive medical, dental, and vision coverage for you and your family.


• Retirement Savings: 401(k) plan with up to 5% dollar-per-dollar employer match plus a 2% non-elective employer contribution.


• Performance Bonuses: Opportunity to earn up to 12% annual bonus based on corporate goals and individual performance.


• Volunteer Opportunities: Eight (8) paid volunteer hours annually to support our mission of inspiring health in Arizona communities.


• Educational Support: Tuition reimbursement for your professional development and scholarship opportunities for your children.


• Wellness Programs: Employee discounts, gym reimbursement, and comprehensive wellness programs designed to support your physical and mental health.


• Onsite Amenities: Access to our award-winning healthy campus in Phoenix, featuring treadmill desks, a full-service fitness center, onsite cafeterias, and more.


• Career Growth: Ongoing training and development opportunities for employees who wish to grow in their careers, acquire new skills, and advance into leadership roles.

Our Commitment to You

At arenaflex, your pursuit of balance, happiness, and fulfillment is supported through our innovative Workability model. This approach defines where and how we do our jobs – whether that's 100% remote, 100% in the office, or somewhere in between. No matter where you choose to work, we want you to be well.

Our Phoenix campus is always available to you, offering amenities such as the BlueCare Anywhere telehealth kiosk, healthy meals and snacks at our Work Perks Café, and a state-of-the-art fitness center with personal trainers, a nutritionist, Health Support programs, and daily group fitness classes including spin, yoga, and Zumba.

About arenaflex

arenaflex is committed to helping Arizonans get healthier faster and stay healthier longer. With a mission to inspire health and make it easy, we offer health insurance and related services to more than 1.9 million customers across the state. As a non-profit company and independent licensee of the Blue Cross Blue Shield Association, arenaflex employs more than 2,500 people in our Phoenix, Flagstaff, and Tucson offices.

Our dedication to our community goes beyond providing insurance. We actively engage in initiatives that improve health outcomes, support local organizations, and create opportunities for Arizonans to lead healthier, more fulfilling lives.

Equal Opportunity Employer

arenaflex is proud to be an equal opportunity employer. We do not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other protected group. We believe that diversity strengthens our organization, and we are committed to creating an inclusive environment where all employees can thrive.

Join Our Team Today

If you are passionate about helping others, thrive in a fast-paced environment, and want to be part of an organization that truly makes a difference in Arizona, we invite you to apply for this exciting opportunity. At arenaflex, you will find more than a job – you will find a career where your contributions matter, your growth is supported, and your work has a lasting impact on the health and well-being of our communities.

Ready to start your journey with arenaflex? Apply today and become part of a team that is inspiring health across Arizona!