**Evening Customer Care Associate (Healthcare) - Join arenaflex's Award-Winning Team**

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in people's lives? Do you thrive in a dynamic, fast-paced environment where no two calls are ever the same? If so, we invite you to join arenaflex, the nation's leading provider of health advocacy, navigation, well-being, and integrated benefits programs. As an Evening Customer Care Associate at arenaflex, you will play a vital role in helping our members navigate the complexities of healthcare and achieve the best possible health and well-being. 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. **About arenaflex** arenaflex is a company that truly cares about its employees and members. We're committed to creating a work environment that's supportive, inclusive, and empowering. Our employees enjoy helping people every single day, and we provide the training and resources they need to excel in their roles. With a strong focus on employee growth and development, many of our supervisors are promoted from within the company. **Job Summary** We're seeking an Evening Customer Care Associate to join our award-winning team. As a key member of our customer service team, you will be responsible for assisting members in navigating the healthcare system by answering a variety of incoming calls and responding to members' healthcare questions and issues. You will determine appropriate resolutions to assist members based on their needs, transfer calls outside of your scope of responsibility to appropriate internal or external resources, and verify/collection of demographic information and update in the appropriate system. **Key Responsibilities** * Assist members in navigating the healthcare system by answering a variety of incoming calls and responding to members' healthcare questions and issues * Determine appropriate resolutions to assist members based on their needs * Transfer calls outside of your scope of responsibility to appropriate internal or external resources * Verify/collection of demographic information and update in the appropriate system * Follow-up with members, providers, insurance carriers, and other vendors ensuring adherence to established policies * Exercise exceptional customer service skills in an effort to optimize each contact with the member * Ensure that calls are processed in strict adherence to established policies, procedures, quality standards, and applicable federal laws and regulations * Know and support approved departmental and corporate policies and procedures relating to benefit issues * Ensure policies and procedures are in compliance with all applicable laws and regulations, including the privacy of employee health information in compliance with federal and state laws such as the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Consolidated Omnibus Budget Reconciliation Act of 1985 (COBRA) **Research Assistance** * Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner * Follow research through until resolution * Document all issues thoroughly maintaining department files * Continuously evaluate the status of all work efforts, ensuring all tasks are prioritized to assist in providing timely and quality services * Assist in monitoring issue trends, escalating such trends to supervisor to determine appropriate actions necessary to eliminate future occurrences and improve service levels **Team Interfaces/Customer Service** * Establish and maintain a professional relationship with internal/external customers, team members, and department contacts * Cooperate with team members to meet goals or to complete tasks * Provide quality customer service that exceeds customer expectations and improves the level of service being provided * Treat all internal/external customers, team members, and department contacts with dignity/respect * Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided **Mental and Physical Requirements** * This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers, telephones, and printers * The nature of the work in this position is sedentary, and the incumbent will be sitting most of the time * Essential physical functions of the job include fingering, grasping, pulling hand over hand, and repetitive motions to utilize general computer software/hardware continuously throughout the work day * Essential mental functions of this position include concentrating on tasks, reading information, and verbal/written communication to others continuously throughout the work day **Related Duties as Assigned** * The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents * Consequently, job incumbents may be asked to perform other duties as required * Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above * Please contact your local Employee Relations representative to request a review of any such accommodations **Minimum Qualifications** * Applicant for this job will be expected to meet the following minimum qualifications * Education: High School Diploma or G.E.D, Associate's degree from an accredited college or university with major coursework in business administration, liberal arts, healthcare, or a related field preferred * Experience: Minimum of one year customer service experience required * Other: Basic Knowledge of MS Word and Excel required, Must score acceptably on job-related testing, Ability to pass standardized interview **Your Success** As a work-from-home associate, you'll deliver a positive experience that solves members' needs/challenges, while working to resolve issues. arenaflex offers all work equipment and comprehensive new-employee training programs to help you develop the knowledge and skills that will set you up for success in your role and in supporting our members. **Invested in You** 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 * Dental & Vision benefits * Tuition assistance * 401(k) savings plan with company match * Paid time off (PTO) * Paid holidays * Employee Assistance Programs * Wellness Programs **Pay Rate** Starting at $18/hr **Hours/Shift** This position is full-time (40 hours/week) Monday - Friday. Employees have flexibility to work any of our 8.5 hour shift schedules during our normal business hours of (8:00 am -10:00 pm EST). It may be necessary, given the business need, to work occasional overtime. **Company Overview** arenaflex is the nation's leading provider of health advocacy, navigation, well-being, and integrated benefits programs. For 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. **Awards** * 2023: National Customer Service Association All-Stars Award: Service Organization of the Year * 2023: Stevie Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner * 2022: Stevie Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner * 2022: Excellence in Customer Service Awards: Organization of the Year (Small) * 2021: Stevie Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner * 2021: Stevie Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner **Equal Opportunity Employer** 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. **VEVRAA Federal Contractor** arenaflex is a VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans. **PAY TRANSPARENCY NONDISCRIMINATION PROVISION** The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-I.35(c) **Job Type** Full-time **Pay** From $18.00 per hour **Benefits** * 401(k) * Dental insurance * Employee assistance program * Health insurance * Paid time off * Vision insurance **Schedule** * 8 hour shift * Monday to Friday **Work Location** Remote Apply Job! Apply for this job