**Outbound Customer Service Advocate II – Member & Provider Education Specialist**

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Join Our Team as an Outbound Customer Service Advocate II – Member & Provider Education Specialist

Are you ready to make a meaningful impact in the lives of millions? At arenaflex, we're not just offering a job—we're inviting you to become part of a mission-driven organization that transforms healthcare access across the nation. As an Outbound Customer Service Advocate II, you'll play a pivotal role in connecting with members and healthcare providers, delivering vital information, and ensuring every interaction leaves a positive, lasting impression.

If you're passionate about customer service, thrive in a dynamic communication environment, and want to grow with an industry leader, this is your opportunity to shine. Let's explore how you can become an essential part of the arenaflex family.

About arenaflex: A Leader in Healthcare Innovation

At arenaflex, we believe that everyone deserves access to quality, affordable healthcare. As a diversified, national organization, we serve over 28 million members across the country, delivering comprehensive health solutions that make a real difference in people's lives. Our commitment to excellence extends beyond our members to the dedicated professionals who make our mission possible.

We're proud to foster a workplace where flexibility, diversity, and growth are more than just buzzwords—they're part of our DNA. When you join arenaflex, you're joining a team that values your unique contributions and supports your professional journey every step of the way.

Position Overview: What You'll Do

As an Outbound Customer Service Advocate II, you'll be at the forefront of our member and provider communication efforts. This role goes beyond traditional customer service—it's about education, empowerment, and building lasting relationships. You'll reach out to members and healthcare providers to deliver timely, accurate, and personalized information that helps them navigate our products, services, and updates with confidence.

Your primary responsibility will be to proactively contact members and providers through outbound calls, ensuring they stay informed about the latest enhancements to our products, policy changes, and available resources. You'll be the friendly voice that makes complex information accessible and the trusted resource that turns confusion into clarity.

Key Responsibilities

• Proactive Member & Provider Outreach: Initiate outbound calls to members and healthcare providers to deliver educational information, share updates about product changes, and inform them about new services or resources available to them.
• Information Dissemination: Communicate complex healthcare information in a clear, compassionate manner, ensuring recipients fully understand their benefits, coverage options, and any modifications to their plans.
• Issue Resolution Support: Serve as the first line of support for member and provider inquiries, concerns, or requests. When issues arise that require specialized attention, professionally escalate calls to the appropriate department while ensuring a seamless transition for the customer.
• Campaign Support: Assist in executing product awareness campaigns, communicating policy changes, conducting provider directory audits, and facilitating monthly provider satisfaction surveys to gather valuable feedback.
• Claims Education: Provide basic claims-related outreach and education to providers, helping them understand billing processes, reimbursement schedules, and claims status inquiries.
• Performance Excellence: Meet and exceed established contact center metrics, including call handling time, customer satisfaction scores, quality standards, and productivity goals.
• Market Knowledge Development: Develop expertise in your primary market and plan offerings. As you grow in the role, you may expand your coverage to additional markets and plans, requiring research into benefits eligibility and plan specifics.
• Documentation & Tracking: Maintain detailed records of all interactions, including demographic information, call summaries, and communication notes using our Customer Relationship Management (CRM) applications. Your documentation ensures quality assurance and supports continuous improvement initiatives.
• Compliance Adherence: Stay current with all regulatory requirements, quality standards, and company policies. Ensure every interaction maintains the highest levels of compliance, consistency, and professionalism.
• Continuous Learning: Participate in ongoing training sessions, stay updated on industry changes, and actively expand your knowledge base to provide the most accurate information to our members and providers.

What We're Looking For: Qualifications & Requirements

Education

You must possess a High School diploma or equivalent (GED). While advanced degrees are welcome, they're not required for this role—we value real-world experience and the skills you bring to the table just as much as formal education.

Experience

We're seeking candidates with 1-2 years of related customer service experience. This could include roles in call centers, customer support, healthcare administration, or similar positions where you've developed strong communication and problem-solving skills. Experience in a contact center environment is preferred, but we understand that great talent comes from diverse backgrounds.

Additional Training

Vocational or technical education in customer service, healthcare, or communications is a plus. We're committed to investing in your growth through comprehensive onboarding and continuous learning opportunities, so any additional training or certifications you've obtained will be valued.

Essential Skills & Competencies

Success in this role requires a unique blend of technical skills, interpersonal abilities, and personal attributes. Here's what we're looking for:

• Exceptional Communication Skills: You must be able to convey complex information clearly and persuasively, both verbally and in writing. Empathy and active listening are essential to understanding member and provider needs.
• Customer-Focused Mindset: You genuinely enjoy helping others and take pride in delivering outstanding service. You're patient, courteous, and always put the customer first.
• Problem-Solving Abilities: You can quickly assess situations, identify root causes, and provide effective solutions or appropriate escalations.
• Adaptability: Our environment is dynamic, and you must be comfortable with changing priorities, new technologies, and evolving processes.
• Technical Proficiency: Familiarity with CRM systems, Microsoft Office applications, and comfort learning new software platforms is important.
• Organizational Skills: Strong time management and the ability to handle multiple tasks while maintaining attention to detail.
• Team Player: You thrive in collaborative environments and support your colleagues to achieve collective success.
• Resilience: You can maintain composure under pressure and bounce back from challenging interactions.

Why arenaflex? Discover Our Culture & Benefits

At arenaflex, we know that our people are our greatest asset. That's why we've built a comprehensive benefits package designed to support your wellbeing, professional growth, and work-life balance.

Competitive Compensation

We offer a competitive pay range of $16.83 - $26.44 per hour, with actual pay based on your skills, experience, education, and job-related factors. We also provide additional incentive opportunities that recognize your hard work and dedication.

Health & Wellness

Your health matters to us. Enjoy comprehensive health insurance coverage including medical, dental, and vision plans. We're committed to supporting your physical and mental wellbeing.

Financial Security

Plan for your future with our 401(k) retirement plan and stock purchase options. We're invested in your long-term financial wellness.

Professional Development

We believe in lifelong learning. Take advantage of our tuition reimbursement program and access continuous learning opportunities that help you grow professionally and personally.

Work-Life Balance

We understand that flexibility is key to your success and satisfaction. Enjoy paid time off plus holidays, and explore our flexible approach to work with remote, hybrid, field, or office work schedules—whatever best suits your lifestyle.

Inclusive Culture

arenaflex is an equal opportunity employer committed to diversity and inclusion. We value the ways in which we are different and believe that diverse perspectives make us stronger. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.

Career Growth Opportunities

Your journey doesn't have to end here. At arenaflex, we invest in your future. As an Outbound Customer Service Advocate II, you'll gain invaluable experience in healthcare communication, customer relations, and compliance—all skills that open doors to advanced positions within our organization.

Many of our leaders started in entry-level roles and grew their careers here through dedication, hard work, and a commitment to excellence. Whether you're interested in specialized roles, supervisory positions, or cross-functional opportunities, arenaflex supports your career trajectory with mentorship, training, and advancement opportunities.

Ready to Make a Difference?

This is more than a job—it's a chance to be part of something bigger than yourself. As a Customer Service Advocate II at arenaflex, you'll touch the lives of millions, helping members and providers navigate the healthcare landscape with confidence and ease.

We'd love to hear from you. If you're ready to join a team that values your talents, supports your growth, and makes a real impact, we encourage you to apply today. Bring your skills, your passion, and your positive energy—and let's build a healthier future together.

Apply now and take the first step toward a rewarding career with arenaflex!

arenaflex is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.