Join arenaflex, a leading healthcare organization dedicated to building healthier communities together, as a Customer Service - Member Outreach Specialist. As a key member of our team, you will play a vital role in activating and engaging members in various programs and campaigns to promote their health and wellbeing. If you are passionate about delivering exceptional customer service, have a knack for motivational interviewing, and are eager to make a difference in people's lives, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a dynamic and innovative healthcare organization that operates a portfolio of health plan products, including Medicare Advantage, Commercial Large Group, and Commercial Large Group PPO and EPO plans. As part of an Integrated Delivery System, we are strategically and operationally aligned with our mission of Building Healthier Communities Together. Our team is dedicated to providing high-quality care and services to our members, and we are seeking a talented Customer Service - Member Outreach Specialist to join our ranks.
**Job Summary/Purpose**
As a Customer Service - Member Outreach Specialist, you will be responsible for performing outbound calls to activate and engage members in various programs and campaigns. This includes initial outreach, follow-up, and documentation of information obtained from the member. You will use exceptional customer service skills and motivational interviewing to engage members in participating in the various programs and services offered by arenaflex and key stakeholders in the community.
**Key Responsibilities**
* Perform outbound calls to activate and engage members in various programs and campaigns
* Conduct initial outreach, follow-up, and documentation of information obtained from the member
* Use exceptional customer service skills and motivational interviewing to engage members in participating in the various programs and services offered by arenaflex and key stakeholders in the community
* Collaborate with internal stakeholders to ensure seamless communication and coordination
* Meet or exceed performance metrics and quality standards
* Maintain accurate and up-to-date records of member interactions and program participation
**Essential Qualifications**
* High school diploma or equivalent required
* Associate's or college degree preferred
* Two (2) years of related work experience in healthcare, customer service, telemarketing, account management, and/or sales required
* One (1) year experience in a call center required
* One (1) year experience equivalent to an arenaflex Customer Service Rep II role or in a lead/senior role required
* Experience with computers (including knowledge of Microsoft Word, Outlook, and Excel) required
* Experience working with Medicare, Medicaid, or Special Needs populations preferred
* Medical Assistant, Certified Nursing Assistant, traditional health worker, or community care coordination experience preferred
**Preferred Qualifications**
* Bachelor's degree in a related field
* Three (3) years of related work experience in healthcare, customer service, telemarketing, account management, and/or sales
* Experience in a leadership or supervisory role
* Certification in a related field (e.g. Certified Customer Service Representative, Certified Telemarketing Professional)
**Skills and Competencies**
* Clerical: Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology
* Communication: Excellent communication and phone etiquette skills. Able to interact with colleagues, providers, members, customers, and external organizations to successfully engage and motivate
* Customer Service: Knowledge of principles and processes for providing an exceptional Customer Experience. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
* Computer Literacy: Proficient computer skills in department applications
* Time Management: Ability to organize, plan, and prioritize work to complete within required time frames and to follow-up on pending issues
* Confidentiality: Knowledge of State and Federal (HIPAA) laws pertaining to confidentiality of protected health information. Ability to comply with laws and maintain confidentiality of patient information
* Ability to be agile, manage multiple priorities, and adapt to change with enthusiasm
**Work Environment and Company Culture**
arenaflex is a dynamic and innovative healthcare organization that values diversity, equity, and inclusion. We offer a collaborative and supportive work environment that fosters growth and development. Our team is passionate about delivering exceptional customer service and making a difference in people's lives. We are committed to providing a safe and healthy work environment that promotes work-life balance.
**Career Growth Opportunities and Learning Benefits**
arenaflex offers a range of career growth opportunities and learning benefits to support your professional development. These include:
* Opportunities for advancement and career growth
* Training and development programs to enhance your skills and knowledge
* Mentorship and coaching to support your career goals
* Access to industry-leading tools and technologies
* Collaborative and supportive work environment that fosters growth and development
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package that includes:
* Competitive salary and benefits
* Comprehensive health insurance package
* Retirement savings plan
* Paid time off and holidays
* Opportunities for professional development and growth
**How to Apply**
If you are passionate about delivering exceptional customer service and making a difference in people's lives, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to our online application portal. We look forward to hearing from you!
**Contact Information**
If you have any questions or would like to learn more about this opportunity, please contact our HR department at [insert contact information]. We are excited to connect with you and explore how you can join our team at arenaflex.