Customer Service Representative – Member Experience Specialist (EST Time Zone)

• --

Join arenaflex: Where Heart Meets Health Care

Welcome to arenaflex, where we believe that every interaction is an opportunity to make a meaningful difference in someone's health journey. For over five decades, we've been at the forefront of transforming health care delivery, and today, we're looking for passionate individuals to join our team as Customer Service Representatives. At arenaflex, we don't just answer calls – we answer the call to care. Our commitment to delivering enhanced human-centric health care for a rapidly changing world sets us apart, and we want you to be part of this transformative mission.

If you're someone who brings empathy, dedication, and a genuine desire to help others to everything you do, then you've found your home at arenaflex. Our team members are the heartbeat of our organization, and we invest in your growth, well-being, and success just as deeply as you invest in our customers' satisfaction.

Position Overview

We are currently seeking enthusiastic and customer-focused individuals to join our Member Experience team. In this role, you'll serve as the primary point of contact for our members, plan sponsors, and healthcare providers, delivering exceptional service that embodies our "Heart At Work" philosophy. You'll have the opportunity to resolve complex issues, educate customers on their benefits, and create meaningful connections that extend far beyond a single interaction.

This position is available for candidates residing in the Eastern Standard Time (EST) zone, with a competitive starting hourly rate of $17.50 per hour.

Shift and Training Details

• Shift hours must be available between 8:00 AM – 8:00 PM EST, with 8-hour shifts scheduled within this window


• Training program spans 17 weeks with hours from 8:30 AM – 5:00 PM EST, providing comprehensive preparation for success in the role


• Full-time position with consistent scheduling to support work-life balance

Key Responsibilities

As a Customer Service Representative at arenaflex, you'll play a pivotal role in shaping the member experience. Your responsibilities will include:

Direct Member Support

• Serve as a single-point-of-contact for members, plan sponsors, and healthcare providers, addressing questions and resolving issues with professionalism and empathy


• Take complete ownership of each customer contact, ensuring issues are fully resolved and members are connected with additional services as appropriate


• Respond immediately when confronted with problems or made aware of concerning situations


• Seek to understand each customer deeply – including their circumstances, problems, expectations, and unique needs


• Ask probing questions to identify underlying customer needs that may not be explicitly stated


• Anticipate or identify member needs beyond the initial inquiry by proactively answering unasked questions


• Provide related information such as additional plan details, benefit information, and member self-service tools to enhance customer knowledge


• Deliver customized interactions based on customer preferences and individualized needs, creating an emotional connection with members


• Build trusting and caring relationships by fully understanding each member's needs

Education and Guidance

• Educate and assist customers on various elements of benefit plan information and available services designed to enhance their overall experience


• Provide support with member self-service tools, consultation opportunities, cost of care tools, and natural alternatives programs


• Utilize all relevant information to effectively influence member engagement and satisfaction


• Offer education to members to support them in managing their health proactively


• Guide members to appropriate health resources and offer alternatives where appropriate


• Always act with the best interest of the customer in mind, making this the central focus of all interactions

Documentation and Resolution

• Document and track all contacts, events, and outcomes with members using appropriate systems and processes


• Utilize the customer service threshold framework to make financial decisions that resolve member issues


• Resolve issues independently with limited management intervention when possible


• Respond quickly to meet customer needs while avoiding over-committing


• Provide claim status information, benefit coverage interpretations, and explain plan eligibility


• Process claim referrals, new claim hand-offs, and escalate issues appropriately through the system for grievances and appeals

Proactive Engagement and Improvement

• Initiate welcome calls to ensure constituent expectations are met or exceeded


• Identify trends and emerging customer service issues, developing solutions to address potential problems


• Work to improve understanding of benefit plans and increase post-enrollment member satisfaction


• Coordinate efforts internally and across departments to successfully resolve service issues


• Develop process improvements intended to enhance overall service delivery


• Partner with other departments to deliver client-specific presentations


• Work collaboratively with colleagues to deliver the best possible customer experience


• Appropriately transition conversations to explore possibilities for extending customer interactions

Subject Matter Expertise and Leadership

• Serve as a Subject Matter Expert (SME), providing technical assistance on call-related issues, products, and system applications


• Participate in the preparation and presentation of client-specific presentations


• Track and trend data to identify areas for improvement


• Coach, train, and assist in the development of call center staff as required


• Participate in and lead special projects and initiatives addressing service issues


• Provide technical or subject matter expertise concerning policies, procedures, and function-related applications and systems tools

Required Qualifications

To succeed in this role, you'll need:

• Customer Service Experience: Prior experience in a transaction-based environment such as a call center or retail location is strongly preferred. You should demonstrate the ability to be empathetic, compassionate, and patient in all interactions


• Organizational Skills: Effective organizational skills with the ability to manage multiple tasks simultaneously while maintaining attention to detail


• Communication Skills: Excellent verbal and written communication skills that allow you to connect with diverse customers and colleagues


• Problem-Solving Abilities: Strong analytical and problem-solving skills to address complex customer issues creatively and effectively


• Tech Proficiency: Comfortable learning and navigating multiple systems and applications

Education Requirements

• High School Diploma or equivalent is required for this position


• Additional education or certifications in healthcare, customer service, or related fields is a plus

Compensation and Pay Information

The typical pay range for this role is $17.00 – $29.88 per hour, depending on experience, education, and geographic factors. As a Customer Service Representative at arenaflex, you'll start with a competitive base rate of $17.50 per hour.

Benefits and Perks

At arenaflex, we believe in taking care of our team members so they can take care of our customers. We offer a comprehensive benefits package that includes:

• Health Insurance: Full medical, dental, and vision coverage for you and your family


• Retirement Savings: Eligible employees may enroll in our 401(k) retirement savings plan with company matching


• Stock Purchase Plan: Employee Stock Purchase Plan available for eligible employees


• Life Insurance: Fully-paid term life insurance plan for eligible employees


• Disability Benefits: Short-term and long-term disability coverage


• Well-Being Programs: Numerous well-being programs to support your physical, emotional, and financial health


• Education Assistance: Free development courses and tuition assistance for career growth


• Employee Discounts: arenaflex store discounts and discount programs with participating partners


• Paid Time Off: Generous PTO or vacation pay, as well as paid holidays throughout the calendar year


• Sick Time: Paid sick time and other time off provided consistent with relevant state laws and company policies

Career Growth Opportunities

At arenaflex, your career journey is just beginning. We believe in investing in our team members' growth and development. As part of our Member Experience team, you'll have access to:

• Comprehensive training programs that prepare you for success and set the foundation for future advancement


• Mentorship from experienced leaders who are committed to helping you grow


• Opportunities to specialize in different areas such as claims, appeals, or provider relations


• Leadership development programs for those interested in supervisory roles


• Internal promotion opportunities as we believe in promoting from within


• Cross-functional training that exposes you to different aspects of our business


• Tuition reimbursement for relevant certifications and degrees

Work Environment and Culture

When you join arenaflex, you become part of a culture that values heart, innovation, and transformation. Our "Heart At Work Behaviors" guide everything we do:

• We are empowered by the roles we play in transforming our culture


• We accelerate our ability to innovate and deliver solutions


• We make health care more personal, convenient, and affordable


• We treat every customer interaction as an opportunity to show we care


• We collaborate across departments to deliver world-class experiences


• We embrace diversity and inclusion, knowing that different perspectives make us stronger

Our team environment is supportive, fast-paced, and rewarding. You'll work alongside passionate individuals who share your commitment to exceptional customer service. We celebrate achievements, support each other through challenges, and maintain a positive atmosphere even during busy periods.

Why Join arenaflex?

This is more than just a job – it's a chance to be part of something meaningful. At arenaflex, you'll:

• Make a real impact in people's lives every single day


• Join an industry leader committed to transforming health care


• Develop skills and experience that will serve you throughout your career


• Work in an environment that truly values its employees


• Enjoy competitive compensation and comprehensive benefits


• Feel proud of the work you do and the difference you make

Application Information

We anticipate the application window for this opening will close on June 3, 2024. We encourage you to apply as soon as possible as positions may fill quickly.

If you're ready to bring your heart to work and join a team that's passionate about transforming health care, we encourage you to apply today. At arenaflex, we believe that how we deliver our services is just as important as what we deliver – and that starts with team members like you.

Come be part of our mission. Come bring your heart to arenaflex.

We are an equal opportunity employer and welcome applicants from all backgrounds. We value diversity and are committed to creating an inclusive environment for all employees.