At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As an IFP Customer Service Advocate, you will play a crucial role in this mission by assisting customers with their health benefits inquiries. This position allows you to work remotely from anywhere in the U.S., providing you with the flexibility to balance your work and personal life while making a significant impact on the lives of millions. You will be responsible for answering incoming calls from customers, addressing their questions about health benefits, and guiding them through the enrollment process for new plans. This role is not just about answering questions; it’s about being an advocate for our customers and ensuring they receive the support they need.
**About arenaflex**
arenaflex is a leading health care organization that is committed to providing innovative solutions to simplify the health care experience. We believe that everyone deserves access to quality health care, and we are dedicated to creating healthier communities through our work. Our team of passionate and dedicated professionals is driven by a shared mission to make a positive impact on the lives of our customers. If you are looking for a challenging and rewarding career opportunity that allows you to make a difference, then we encourage you to apply for this role.
**Responsibilities**
As an IFP Customer Service Advocate, you will be responsible for the following key responsibilities:
- **Answering Incoming Calls**: You will answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)).
- **Active Listening and Documentation**: You will ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
- **Problem-Solving and Resolution**: You will own problems through to resolution on behalf of the customer in real-time or through comprehensive and timely follow-up with the member.
- **Reviewing and Researching Claims**: You will review and research incoming healthcare claims from members and providers (doctors, clinics, etc) by navigating multiple computer systems and platforms and verifies the data/information necessary for processing (e.g. pricing, prior authorizations, applicable benefits).
- **Ensuring Proper Benefits**: You will ensure that the proper benefits are applied to each claim by using the appropriate processes and procedures (e.g. claims processing policies and procedures, grievance procedures, state mandates, CMS/Medicare guidelines, benefit plan documents/certificates).
- **Communicating with Members and Providers**: You will communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding.
- **Meeting Performance Goals**: You will meet the performance goals established for the position in the areas of: efficiency, accuracy, quality, member satisfaction, and attendance.
**Requirements**
To be successful in this role, you will need to meet the following requirements:
- **Education**: High School Diploma / GED OR equivalent work experience.
- **Age**: Must be 18 years of age OR older.
- **Customer Service Experience**: 2+ years of customer service experience.
- **Availability**: Ability to work full-time, Monday - Friday between 7:00am - 6:00pm CST including the flexibility to work occasional overtime given the business need.
**Nice-to-Haves**
While not required, the following skills and experiences are highly desirable:
- **Health Care/Insurance Environment**: Familiarity with medical terminology, health plan documents, or benefit plan design.
- **Social Work, Behavioral Health, Disease Prevention, Health Promotion and Behavior Change**: Working with vulnerable populations.
- **Sales or Account Management Experience**: Experience in sales or account management.
- **Bilingual Fluency**: Bilingual fluency in English and Spanish.
**Benefits**
arenaflex offers a comprehensive benefits package, including:
- **Comprehensive Benefits Package**: A range of benefits to support your physical and mental well-being.
- **Incentive and Recognition Programs**: Opportunities to recognize and reward your hard work and dedication.
- **Equity Stock Purchase**: The chance to own a stake in our company.
- **401k Contribution**: A contribution to your retirement savings.
**Training and Development**
arenaflex is committed to supporting your growth and development. As an IFP Customer Service Advocate, you will receive comprehensive training and development opportunities, including:
- **Virtual Training**: 11 weeks of virtual training to ensure you are well-prepared to take on the challenges of the role.
- **Ongoing Support**: Ongoing support and coaching to help you succeed in your role.
- **Career Development Opportunities**: Opportunities for career development and advancement within the organization.
**Conclusion**
If you are a motivated and compassionate individual who is passionate about making a difference in the lives of others, then we encourage you to apply for this exciting opportunity. As an IFP Customer Service Advocate at arenaflex, you will have the chance to work in a dynamic and supportive environment, where you can grow and develop your skills and knowledge. Don't miss out on this opportunity to join our team and make a positive impact on the lives of millions. Apply now to become a part of our arenaflex family.
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