Customer Care Nurse - Remote Position | West & Central Coast | STD & LTD Disability Claims Intake Specialist

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About arenaflex

At arenaflex, we believe that insurance is more than just coverage—it's about protecting people's livelihoods, helping them recover from life's unexpected challenges, and guiding them back to health and productivity. We are determined to make a difference and are proud to be an insurance company that goes well beyond traditional coverages and policies. Working here means having every opportunity to achieve your goals—and to help others accomplish theirs, too.

Our commitment to excellence has made us a leader in the disability insurance industry. We pride ourselves on delivering exceptional customer service, achieving great claim outcomes, and most importantly, returning people to meaningful work. Our team comprises some of the best claims leaders and clinical professionals in the industry, and we continue to grow our team of dedicated individuals who share our passion for making a positive impact.

Join our team as we continue to shape the future of disability insurance and help individuals navigate their recovery journey with compassion, expertise, and support.

Position Overview

Are you a compassionate nursing professional seeking a dynamic remote opportunity where your clinical expertise truly makes a difference? We are currently seeking a Customer Care Nurse to join our growing team in a 100% remote position. In this role, you will be at the forefront of our claims intake process, serving as the first point of contact for injured claimants seeking disability benefits.

As a Customer Care Nurse at arenaflex, you will work in a fast-paced, incoming call environment where you play a pivotal role in initiating the claim process for injured claimants. You'll join a dynamic and experienced team of medical professionals who work remotely across the United States, facilitating Short-Term Disability (STD) and Long-Term Disability (LTD) case files with excellence and empathy.

This position is ideal for nurses who thrive in customer-facing roles, possess strong clinical assessment skills, and are passionate about helping others during challenging times in their lives. You'll handle approximately 35-40 calls per day, each lasting around 15 minutes, during which you'll use your keen clinical skillset to assess, document, and review the medical acuity of a claimant's condition. Your work will directly impact the lives of individuals who are navigating physical and emotional difficulties, and your compassion and professionalism will help guide them through the claims process with dignity and respect.

Key Responsibilities

As a Customer Care Nurse, you will be responsible for delivering exceptional clinical and customer service throughout the claims intake process. Your primary duties will include:

• Claimant Communication: Provide claimants with a comprehensive explanation of the intake process and subsequent claims expectations, ensuring they understand each step of their journey with arenaflex.
• Clinical Assessment: Effectively assess, evaluate, and document a claimant's medical information to initiate the claim process while simultaneously reviewing functional limitations or work accommodations that may impact their return to work.
• Return-to-Work Evaluation: Gather medically diagnosed restrictions and/or limitations to establish realistic and effective Return To Work expectations for each claimant.
• Case Assignment: Determine the medical complexity and appropriate assignment duration and/or medical milestone for each assigned claim based on your clinical evaluation.
• Documentation & Data Entry: Accurately enter employee, employer, and physician intake information into our proprietary claim technology platform for appropriate tracking of all clinical impressions, enabling our Claims Ability Analysts to facilitate claim decisions based on the claimant's functional condition.
• Clear Communication: Effectively communicate complex medical information to claimants in a clear, simple, and concise manner, ensuring understanding and reducing anxiety during what can be a stressful time.
• Time-Sensitive Decision Making: Demonstrate sound medical knowledge and clinical assessment skills in a time-sensitive claim intake environment while maintaining accuracy and attention to detail.

Qualifications & Requirements

Essential Qualifications

• Licensure: An active LPN/LVN license is required; RN licenses will be considered and are preferred.
• Clinical Experience: Minimum of 12 months of practicing clinical experience with broad spectrum knowledge about anatomy and physiology.
• Location: Candidates must reside in either the West or Central time zones to ensure optimal coverage and collaboration with our distributed team.
• Technical Proficiency: Excellent keyboard/automation skills and working proficiency of Microsoft Office suite (Word, Excel, Outlook, and PowerPoint).
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and empathetically.

Preferred Qualifications

• Clinical Case Management experience is highly preferred and will be considered a strong asset.
• Previous experience in disability insurance, workers' compensation, or similar healthcare-adjacent fields.
• Familiarity with medical terminology and clinical documentation standards.
• Experience in triaging or prioritizing multiple cases in a fast-paced environment.

Skills & Competencies

To succeed in this role, you will need to demonstrate the following skills and competencies:

• Clinical Assessment Expertise: Strong ability to quickly evaluate medical conditions, understand functional limitations, and accurately document findings.
• Empathy and Compassion: Genuine concern for claimants' wellbeing, demonstrated through compassionate communication and patient-centered approach.
• Time Management: Ability to handle 35-40 calls per day efficiently while maintaining accuracy and quality of documentation.
• Technical Acuity: Comfortable learning and navigating proprietary claim technology platforms and various software applications.
• Critical Thinking: Sound judgment in assessing medical complexity and determining appropriate case handling protocols.
• Adaptability: Thrive in a dynamic, fast-paced environment with changing priorities and diverse claimant situations.
• Professionalism: Maintain professionalism and composure while handling sensitive and sometimes emotionally charged conversations.

Work Environment & Schedule

This is a 100% remote, work-from-home position, offering you the flexibility to work from anywhere within the West or Central time zones. At arenaflex, we believe in empowering our employees to work in environments where they can be most productive.

Training Requirements

• Training Period: The first 8 weeks of employment will consist of comprehensive training.
• Training Hours: 10:00 AM - 6:30 PM EST, Monday through Friday. Please note that time off during training is not accommodated due to the intensive nature of the program.
• Post-Training Schedule: After successful completion of training, your regular schedule will be 11:30 AM - 8:00 PM EST, Monday through Friday.

Technical Requirements

For 100% remote positions, we require the following:

• High-speed broadband cable internet service with minimum upload/download speeds of 10Mbps/100Mbps.
• Your internet provider-supplied device must be hardwired to the arenaflex-issued router and/or computer for optimal connectivity.
• To confirm whether your internet system has sufficient speeds, please visit www.speedtest.net from your personal computer before applying.

Career Growth & Development Opportunities

At arenaflex, we are committed to investing in our employees' professional growth and development. As a Customer Care Nurse, you will have access to:

• Comprehensive Training: An intensive 8-week training program that equips you with the skills and knowledge needed to excel in your role.
• Career Advancement: Opportunities to grow within the organization, including potential pathways to senior nursing roles, case management leadership positions, or specialized clinical roles.
• Continuous Learning: Access to ongoing professional development resources, clinical webinars, and industry-relevant training opportunities.
• Mentorship: Support from experienced team members and leaders who are invested in your success.
• Industry Exposure: Hands-on experience in the disability insurance industry, with opportunities to develop expertise in claims management, return-to-work strategies, and customer care excellence.

Compensation & Benefits

arenaflex is dedicated to providing competitive compensation and a comprehensive benefits package that supports our employees' wellbeing and financial security.

Base Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency, and demonstration of competencies required for the role. The base pay is just one component of arenaflex's total compensation package for employees.

Annualized Base Pay Range: $63,760 - $95,640

Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition for outstanding performance.

Benefits Package

• Comprehensive health, dental, and vision insurance coverage.
• 401(k) retirement plan with company matching.
• Paid time off and holidays.
• Employee assistance program (EAP) for mental health and wellness support.
• Life insurance and disability coverage.
• Flexible spending accounts (FSAs) for healthcare and dependent care.
• Various voluntary benefits and perks.

Our Culture & Values

At arenaflex, our culture is built on a foundation of integrity, empathy, and excellence. We believe that our employees are our greatest asset, and we are committed to fostering an inclusive, supportive, and collaborative work environment.

Our team members model empathy and compassion as they walk claimants through the intake process, ensuring that every individual feels heard, understood, and supported during what is often a difficult time in their lives. We celebrate diversity and believe that different perspectives strengthen our organization and enable us to better serve our claimants.

We are proud of our team-oriented culture where collaboration, continuous improvement, and customer-centricity are at the heart of everything we do. When you join arenaflex, you become part of a community that values your contributions, supports your growth, and recognizes your achievements.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and welcome applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, veteran status, age, or any other protected characteristic.

We believe in providing equal employment opportunities to all employees and applicants without discrimination, and we encourage individuals from all backgrounds to join our team.

Join Our Team Today!

If you are a dedicated nursing professional with a passion for helping others, strong clinical assessment skills, and the ability to thrive in a fast-paced remote environment, we invite you to apply for this exciting opportunity. At arenaflex, you will not just have a job—you will have a career where your contributions matter, your growth is supported, and your work makes a real difference in people's lives.

Start date: Monday, June 3rd, 2024

Don't miss this opportunity to join a team that truly cares about its employees and the claimants we serve. Apply now and take the first step toward a rewarding career with arenaflex!