**Experienced Full Stack Service Advocate – Work From Home Operations**

Join arenaflex, a leading healthcare company, in its mission to revolutionize the way people experience healthcare. As a Service Advocate within the Operations team, you will play a vital role in carrying arenaflex's heart to every moment of our customers' wellbeing. We are seeking a highly motivated and compassionate individual to join our team and help us achieve our goal of delivering improved, human-driven healthcare for a rapidly changing world.

• *About arenaflex**

arenaflex is a private organization that shares a single, clear purpose: carrying our heart to every moment of our customers' wellbeing. Our purpose guides our commitment to delivering improved, human-driven healthcare for a rapidly changing world. Moored in our brand – with heart at its center – our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors support this purpose. We want every individual who works at arenaflex to feel empowered by the role they play in changing our lives and accelerating our ability to develop and deliver solutions that make healthcare more personal, helpful, and affordable.

• *Job Summary**

The Service Advocate within the Operations team will work with customers through various channels (digital, phone) and lead efforts to our Government healthcare individuals to move and energize healthy behaviors through innovative, compassionate, and empathetic communications. The objective of every effort is to ensure that each customer has a clear understanding of the available benefits that are available to them under their Government healthcare plan for specific screenings and medications. The Service Advocate will deliver supplier and customer telephonic efforts to ensure receipt of critical healthcare services, medications, and resources to improve Star healthcare results.

• *Key Responsibilities**

• Work on one or more of various departmental projects that include:
+ Inbound and outbound calls to customers who may benefit from assigned services including healthcare visits/screenings, vaccination, or medication refill.+ Successful capture of obstacles and data collection, utilization of persuasive communication skills to provide solutions to facilitate closing gaps in care, and providing top-tier support to every customer.+ Ensures that each customer is treated professionally, with respect, and all questions are thoroughly addressed or potentially triaged and answered.+ Acts as needed and assists in coordinating care between healthcare with planning, physicians, and pharmacies.+ Effectively listens and gathers customer-reported information components in the CRM tool to support clinical record pursuit for HEDIS clinical record documentation of services.+ Provides customers with the perfect information at the right time to help them make better decisions about their healthcare and to improve customer insight, retention, and growth by proficiently delivering coordination services to customers and suppliers.+ Connects with, consults, and educates customers based on their unique needs, preferences, and understanding of the services.+ Assumes end-to-end responsibility for customer insight and provides exceptional support.+ Responds to questions and resolves issues as a "single point of contact" including escalating to leadership as necessary.+ Builds a trusting relationship with the customer by taking responsibility to understand their needs completely.+ Walks customers through programs, Aetna tools, and resources to help healthcare conduct.+ Takes responsibility for customer assigned to resolve their issues and connect them with additional services as necessary.+ Reports and tracks all customer contacts, events, and results through suitable systems and processes.+ Utilizes professional communication skills to build relationships with both internal and external individuals/constituents.+ Utilizes relevant system tools and resources to deliver quality business communications including letters and accounting sheets in response to requests received.+ Handles multiple capabilities as well as multiple products while maintaining and exceeding performance standards.+ Recognizes issues that need to be escalated properly and provides suggestions for resolution.+ Demonstrates exceptional skill and presents a positive image of the organization while interacting with customers and constituents.+ Upholds individual, team, and business objectives and initiatives; assumes ownership for individual outcomes.

• *Additional Capabilities and Responsibilities**

• Windows-based application knowledge with the ability to use standard corporate software packages and corporate applications with a high level of computer education.
• Effective communication skills and experience talking with clinical suppliers as well as clinical staff.
• Strong listening and communication skills; skilled at creating and maintaining effective working relationships.
• Strong analytical skills focusing on accuracy and attention to detail.
• Demonstrated ability to de-escalate situations.
• Demonstrated empathy, interest, enthusiasm for learning, empathy, and listening skills.
• Ability to apply creative thinking skills when necessary to solve customers' interests and willingness to advocate for them.
• Ability to adapt to change, to adjust to different priorities in short periods of time.
• Ability to work independently, apply decisive reasoning skills when necessary, perform multiple tasks easily, and demonstrate exceptional skill in all interactions.
• Ability to determine complex issues with responsiveness and caution.
• Ability to assimilate and apply new and evolving information.
• Ability to pursue successful and autonomous decisions
• Ability to perform multiple tasks, focus on, and really adapt to a high-speed changing environment

• *Required Capabilities**

• Recent and relevant experience working with HEDIS screening measures and conduct change.
• Related knowledge working directly with customers/purchasers - ideally in a call center setting.
• Minimum 2 years recent and relevant insight within healthcare, healthcare marketing, outreach as well as health education, health teaching, and disease management experience.
• 2 - 4 years of experience in a healthcare setting with direct communication with various levels of management including clinical suppliers.

• *Preferred Capability**

• Bilingual or multilingual candidates are highly preferred.
• Four-year degree or equivalent is highly preferred.
• Clinical certification (certified nursing assistant, clinical assistant, etc.) is strongly suggested but not required.

• *Education and Accreditation Requirements**

• High School Diploma or G.E.D.

• *Pay Range**

The typical pay range for this job is:

This pay range represents the base hourly rate or base yearly full-time compensation for all situations in the job grade within which this position falls. The actual base compensation offer will depend on various factors including experience, education, location, and other relevant variables.

• *Benefits**

In addition to your compensation, participate in the rewards of an organization that puts its heart into truly caring for our partners and our communities. arenaflex offers a full range of clinical, dental, and vision benefits. Eligible employees may enroll in the organization's 401(k) retirement savings plan, and a Stock Purchase Plan is also available for eligible employees. arenaflex provides a fully paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. arenaflex also offers various wellness programs, education assistance, free development courses, a CVS store and discount programs with participating partners. Regarding downtime, organization employees enjoy Paid Time Off ("PTO") or vacation compensation, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time, and other time off are given consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit jobs.arenaflex.com/benefits

• *COVID-19 Vaccination Requirement**

arenaflex requires certain employees to be fully vaccinated against COVID-19 (including any booster shots as required), where permissible under law, unless they are exempted for a reasonable accommodation due to disability, medical condition, religious belief, or other legally recognized reason that prevents them from being vaccinated.

You are expected to have received at least one COVID-19 shot before your first day of work and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and jobs, you may be required to provide evidence of full vaccination or an approved reasonable accommodation before you can start working effectively.

• *How to Apply**

All eligible candidates can apply for this job as mentioned below:

Read the official notification carefully from the official website.
Read the notification carefully before applying.
Fill out the application form (the link is given below).
Attach the required document and passport-size photo with signature.
Then submit. Done.