Join arenaflex, a leading diversified national organization, and be part of a team that's transforming the health of our communities, one person at a time. As a Customer Care Associate (CCA) in our Staten Island office, you'll have the opportunity to make a real difference in the lives of our 28 million members. With a fresh perspective on workplace flexibility and a comprehensive benefits package, you'll be empowered to excel in your role and achieve your career goals.
**About arenaflex**
arenaflex is a national organization that's dedicated to improving the health and well-being of our communities. With a diverse range of products and services, we're committed to providing high-quality care to our members. Our team is passionate about delivering exceptional customer service, and we're looking for talented individuals like you to join our ranks.
**Position Purpose**
As a Customer Care Associate, you'll be responsible for assisting members and clients at our assigned office location in Staten Island, NY. Your primary goal will be to meet daily performance standards and customer service standards, ensuring the highest level of membership satisfaction. You'll be the face of arenaflex, providing information about our products, services, policies, and procedures to our members and clients.
**Key Responsibilities**
* Assist members and clients by meeting or exceeding key performance metrics, which includes logging every interaction into Salesforce, completing applications, and making calls.
* Document interactions in Facets and other systems as required, ensuring compliance with all NYSOH Marketing Guidelines and Fidelis and Centene trainings.
* Consistently meet quality standards for calls, client meetings, and application submission and documentation.
* Meet monthly quality standards as reflected in the Salesforce Hit Rate and Supervisor in-person audits.
* Ensure receipts are complete and attached to applications in Salesforce.
* Clarify customer complaints, determine the cause of the problem, and select the best solution to solve the problem.
* Develop and maintain relationships with existing members by providing guidance and assistance throughout the year.
* Demonstrate passion for members by identifying unfulfilled needs and providing necessary education and assistance to promote the value and benefits offered by Fidelis Care.
* Modify delivery skills accordingly to overcome objections and retain members.
* Identify solutions to issues and concerns, including payment inquiries, ID requests, PCP changes, renewal, and benefit inquiries.
**Essential Qualifications**
* High School Diploma or Equivalent Required
* Associates Degree or Bachelor's Degree Preferred
* Fluency in Spanish Required
* Ability to undergo rigorous internal training and have complete command of the sales process, Fidelis Care products, competitive environment in their region, and successfully pass a test with a minimum 85% score within two attempts.
**Preferred Qualifications**
* Previous experience in customer service or sales
* Knowledge of healthcare products and services
* Strong communication and interpersonal skills
* Ability to work in a fast-paced environment and meet deadlines
* Willingness to learn and adapt to new situations
**Skills and Competencies**
* Excellent communication and interpersonal skills
* Strong problem-solving and analytical skills
* Ability to work in a team environment and build relationships with colleagues and members
* Strong attention to detail and organizational skills
* Ability to adapt to new situations and learn quickly
* Strong customer service skills and a passion for delivering exceptional service
**Career Growth Opportunities and Learning Benefits**
As a Customer Care Associate at arenaflex, you'll have access to a comprehensive training program that will help you develop your skills and advance your career. You'll also have opportunities to work with a diverse range of products and services, and to build relationships with colleagues and members across the organization.
**Work Environment and Company Culture**
Our Staten Island office is a dynamic and fast-paced environment that's dedicated to delivering exceptional customer service. We're a team of passionate and dedicated professionals who are committed to making a difference in the lives of our members. Our company culture is built on a foundation of respect, empathy, and open communication, and we're looking for individuals who share these values.
**Compensation, Perks, and Benefits**
As a Customer Care Associate at arenaflex, you'll receive a competitive salary, ranging from $15.58 to $26.73 per hour, depending on your skills and experience. You'll also have access to a comprehensive benefits package, including:
* Competitive pay
* Health insurance
* 401K and stock purchase plans
* Tuition reimbursement
* Paid time off plus holidays
* Flexible work arrangements, including remote, hybrid, field, or office work schedules
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer that's committed to diversity and inclusion. We're proud to be a workplace that values the ways in which we are different, and we're looking for talented individuals from all backgrounds to join our team.
**How to Apply**
If you're a motivated and customer-focused individual who's passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below.
We look forward to hearing from you and learning more about your qualifications and experience.