Welcome to arenaflex: Empowering Healthier Communities
At arenaflex, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. As a leader in the healthcare industry, we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
Join Our Team of Compassionate Care Advisors
arenaflex's highly skilled team of Care Advisors is dedicated to serving and managing special needs for our members and/or their family members. As a Care Advisor, you will have the opportunity to deliver an extraordinary experience to family members who need an ally. You will be empowered to fast track resolutions and serve as an ongoing resource to provide guidance and community resources during key transition times throughout the family's journey. Our Care Advisors are passionate about helping individuals and families of children with special needs, and we are looking for like-minded individuals to join our team.
Primary Responsibilities:
- Provide holistic family support to members who may have special needs themselves or may be caring for children or family members with special needs, owning end-to-end resolution of issues.
- Serve as an ongoing, point of contact for members, primarily via the phone channel (may also use email, chat, text), delivering compassionate support to members, creating a memorable, positive experience.
- Create and build ongoing relationships with others, including both members and teammates.
- Make decisions independently and solve problems creatively and completely using sound judgment and critical thinking.
- Consistently follow through on commitments and frame realistic expectations for members.
- Plan, prioritize, organize, and complete work to meet established objectives for our families.
- Responsible for managing project time to ensure follow-up and outreach work is completed in a timely manner.
- Families served include a range of low, moderate, and high needs as determined by clinical needs, financial impacts, and/or level of escalation.
- Process includes outreach calls to initiate contact with members referred by executives and partners.
- Responsible for maintaining accurate family counts on our documentation platform.
- Focus on teamwork and fostering a strong team environment through activities, including mentoring and acting as a resource for colleagues.
- Anticipate member needs and proactively seek out external and internal resources or partners where appropriate to add unexpected value for the member.
- Determine appropriate referrals to other programs/services as needed with or without technology guidance.
- Responsible for providing high-quality member experience as reflected in post-contact surveys and member feedback.
Essential Qualifications:
To succeed as a Special Needs Service Advocate, ideal candidates will possess:
- Passion for helping individuals and families of children with special needs.
- Strong empathy, compassion, and listening skills.
- Aptitude to be proactive, organized, resourceful, and relentless with solving issues and providing support; can think outside the box.
- Critical thinking and problem-solving skills, able to prioritize time efficiently.
- Self-starter abilities and thrive in ambiguity without established processes.
- Motivation to improve process.
- Strong written and verbal communication skills with an ability to understand many different special needs conditions, the impact on the family, and then tailor approaches to a variety of unique individuals.
- Ability to diffuse member distress, manage complex situations, and the aptitude to translate complex benefit terminology and processes into common language members can understand and act upon.
- Ability to work well within a team.
- Strong focus on putting member's needs at the center of decisions.
- A drive to add value by delivering more than the customers expect.
- Agility and flexibility to excel in a very fast-paced work environment with constant learning and change.
- Ability to step in with new members, quickly review history, and confidently speak to member needs.
- Energy for what needs to be done and for overcoming challenges.
- A coachable mindset focused on professional development and able to implement constructive feedback and coaching.
- Highly skilled at de-escalation techniques; able to move conversations toward building trust.
- High emotional intelligence: able to separate self from complaints/escalated members and focus on delivering thoughtful, compassionate care and resolving issues.
Preferred Qualifications:
- 1+ years of experience helping, resolving, or advocating on behalf of members or customers.
- Experience using a computer and Microsoft Office, including Microsoft Word, Microsoft Excel, and Microsoft Outlook.
- 1+ years of A4Me OR 3+ months of Quick Assist experience.
- Claims processing experience.
- Experience providing care for children with special needs.
- Experience within a member-focused healthcare environment.
- Experience within a service delivery capacity (examples include, but are not limited to: social services, caregivers, hospitality, social work, sales, non-profit agencies).
What We Offer:
At arenaflex, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). Our team members enjoy a competitive salary, a dynamic work environment, and opportunities for professional growth and development. We are committed to creating a diverse and inclusive workplace where everyone feels valued and respected.
Telecommuting Requirements:
As a remote worker, you will be required to:
- Have a dedicated work area established that is separated from other living areas and provides information privacy.
- Have a reliable high-speed internet connection.
- Keep all company-sensitive documents secure (if applicable).
How to Apply:
If you are a motivated and compassionate individual who is passionate about helping others, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role. We look forward to hearing from you!
Conclusion:
At arenaflex, we are dedicated to making a positive impact on the lives of our members and their families. As a Healthcare Customer Advisor for Special Needs Families, you will play a critical role in delivering exceptional service and support to those who need it most. If you are ready to make a difference and join a team of like-minded professionals, we encourage you to apply for this exciting opportunity. Together, we can create a healthier, more compassionate world for everyone.
Apply Now