Evening Customer Care Associate – Full-Time Healthcare Navigation Specialist (10% Evening Shift Differential)

Join the arenaflex Team: Make a Difference Every Day

Are you passionate about helping people navigate the complexities of the healthcare system? Do you thrive in environments where your communication skills can make a real impact on someone's life? If so, arenaflex is looking for dedicated individuals like you to join our exceptional team as an Evening Customer Care Associate. This is more than just a job—it's an opportunity to build a meaningful career in the healthcare industry while helping our members achieve better health outcomes.

At arenaflex, we believe that everyone deserves access to quality healthcare guidance. We've spent over two decades perfecting our approach to health advocacy, navigation, and integrated benefits programs. Our team of compassionate experts works tirelessly to make healthcare easier for thousands of members across the nation. When you join arenaflex, you become part of something bigger than yourself—a mission-driven organization that truly values its employees and the communities it serves.

Why arenaflex is a Great Place to Work

For starters, arenaflex employees enjoy helping people every single day. There's something incredibly rewarding about knowing that your work directly impacts someone's health and wellbeing. Our employees are given the comprehensive training they need to do their jobs well, and they work with supervisors and staff who are genuinely supportive and friendly. We invest heavily in your success because we know that when you grow, arenaflex grows too.

Employees have room to advance, and many of arenaflex's supervisors are promoted from within the company. We believe in developing talent from within and providing clear pathways for career advancement. Whether you're just starting in the healthcare industry or looking to take your career to the next level, arenaflex offers the resources, training, and support you need to succeed.

Award-Winning Excellence

Our commitment to excellence has been recognized nationally. arenaflex has received numerous accolades that highlight our dedication to customer service and employee satisfaction:

• 2024: Excellence in Customer Service Awards – Organization of the Year (Small) | Stevie Awards for Sales & Customer Service – Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner


• 2023: National Customer Service Association All-Stars Award: Service Organization of the Year | Stevie Awards – Customer Service Department of the Year, Bronze Winner


• 2022: Stevie Awards – Customer Service Department of the Year, Bronze Winner | Excellence in Customer Service Awards – Organization of the Year (Small) | Best in Biz Awards – Most Customer-Friendly Company of the Year, Silver


• 2021: Stevie Awards – Customer Service Department of the Year, Silver Winner | Stevie Awards – Most Valuable Response by a Customer Service Team (COVID-19), Bronze Winner

As part of our parent organization in the US, we were also named #95 in the 2024 'Fortune 100 Best Companies to Work For' in the USA by Great Places to Work. These recognitions reflect our unwavering commitment to both our employees and our members.

Summary of Role

Our Customer Care Associates play a vital role in providing guidance, direction, and supporting our valued members to navigate the healthcare system. As an Evening Customer Care Associate at arenaflex, you'll be the first point of contact for members seeking assistance with their healthcare concerns. You'll handle incoming calls, answer questions, and provide solutions that help members understand and utilize their healthcare benefits effectively.

If you're someone who thrives in making a difference by helping others, have strong customer service experience, and are committed to making a contribution while growing your career in the health industry, this is the job for you. We have training classes starting soon to help you build the successful career that you want—apply today!

Your Success: Training and Equipment

As a work-from-home associate, you'll deliver positive experiences that solve members' needs and challenges while working to resolve issues professionally and efficiently. arenaflex offers all work equipment and a comprehensive new-employee training program to help you develop the knowledge and skills that will set you up for success in your role and in supporting our members.

Our training program covers:

• Healthcare system navigation fundamentals


• Member interaction best practices


• Company systems and software training


• Compliance and privacy procedures


• Problem resolution techniques


• Product and service knowledge

We don't just train you for the job—we set you up for a long-term career in healthcare advocacy.

Compensation and Benefits

Competitive Pay

We value your time and expertise. The hourly rate for this position starts at $16.00, with a 10% evening shift differential to compensate for working during evening hours. This means you'll earn an enhanced rate while helping members who need assistance during our extended hours of operation.

Comprehensive Benefits Package

At arenaflex, you'll have the ability to pursue your ambitions and grow your career. We've got you covered with a total rewards package that includes:

• Robust Medical coverage – Comprehensive health insurance to keep you and your family healthy


• Dental & Vision benefits – Additional coverage for your overall wellbeing


• Tuition assistance – Support for continuing your education and professional development


• 401(k) savings plan with company match – Plan for your future with employer contributions


• Paid Time Off (PTO) – Take the time you need to recharge


• Paid holidays – Enjoy time with family and friends


• Employee Assistance Programs – Support for personal and professional challenges


• Wellness Programs – Resources to help you live your healthiest life

Work Schedule

This position is full-time, working 40 hours per week, Monday through Friday. The two evening shifts available are:

• 1:00 PM to 9:30 PM EST


• 1:30 PM to 10:00 PM EST

It may be necessary, given business needs, to work occasional overtime. We value work-life balance and strive to create schedules that work for both our employees and our members.

Key Responsibilities

As an Evening Customer Care Associate, your primary duties will include:

• Answering incoming calls from members regarding their healthcare questions and other inquiries the member may have


• Building rapport with callers using a friendly, courteous, and professional manner


• Verifying and collecting demographics and updating systems as necessary


• Determining and executing the best resolution to assist the member based on their needs or requests


• Connecting members to appropriate areas both internally and externally


• Managing tasks with timely follow-up per policies, which involve interaction with members, providers, insurance carriers, and other vendors


• Performing other duties and projects as assigned by management

Minimum Requirements

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

• High School Degree or GED required – This is the minimum educational requirement for the position


• Associate's degree with major course work in business administration, liberal arts, public health, healthcare management, or a related field preferred


• Customer Service experience preferred


• Strong Communication skills – Both verbal and written


• Problem solving/issue resolution – Ability to analyze situations and find effective solutions


• Multitasking skills – Capability to handle multiple tasks simultaneously

Essential Skills and Competencies

Success in this role requires a unique blend of technical skills and personal attributes. Here are the key competencies we're looking for:

Communication Excellence

You must possess exceptional verbal communication skills, with the ability to listen actively and respond clearly and compassionately. Healthcare conversations can be sensitive, so you need to convey empathy while providing accurate information.

Problem-Solving Abilities

Each member presents unique challenges. You'll need strong analytical skills to quickly assess situations, identify the root cause of issues, and implement effective solutions that meet member needs.

Technical Proficiency

Comfort with technology is essential. You'll navigate multiple software systems, document interactions accurately, and leverage available resources to assist members efficiently.

Emotional Intelligence

Healthcare concerns can be stressful for members. Your ability to remain calm, show empathy, and provide reassurance while solving problems is crucial to delivering an exceptional member experience.

Adaptability

The healthcare landscape is constantly evolving. You must be willing to learn new processes, adapt to changing procedures, and embrace continuous improvement.

Career Growth Opportunities

At arenaflex, your career path doesn't have to stop at Customer Care Associate. We believe in promoting from within and provide numerous opportunities for advancement, including:

• Senior Customer Care Associate – Take on additional responsibilities and mentor new team members


• Team Lead – Supervise and coach a team of associates


• Quality Assurance Specialist – Monitor and improve service quality


• Training Coordinator – Help develop and deliver training programs


• Healthcare Navigator – Provide more specialized support to members


• Various administrative and leadership positions across the organization

Many of our current supervisors and managers started in entry-level positions and worked their way up. Your ambition and dedication will determine how far you go at arenaflex.

Work Environment

As a work-from-home position, you'll enjoy the flexibility of working from your home office while remaining connected to your team. You'll need a quiet workspace, reliable internet connection, and the ability to maintain professionalism in a remote environment.

Despite working remotely, you'll never feel isolated. arenaflex maintains regular communication through team meetings, one-on-ones with supervisors, and digital collaboration tools. We foster a culture of support, collaboration, and mutual respect.

Company Overview

arenaflex is the nation's leading provider of health advocacy, navigation, well-being, and integrated benefits programs. For over 20 years, arenaflex has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being.

Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness, or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.

Equal Employment Opportunity

arenaflex is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity and are committed to the principles of Equal Employment Opportunity.

We welcome applications from all qualified individuals and encourage veterans and protected veterans to apply.

Apply Today!

If you're ready to start a rewarding career in healthcare advocacy, we encourage you to apply now. This is your opportunity to join an award-winning team, make a real difference in people's lives, and build the career you've always wanted.

Don't miss this chance to be part of something meaningful. Apply today and take the first step toward a brighter future with arenaflex!