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Evening Customer Care Associate – Healthcare Member Services & Navigation (Remote – Full‑Time, Evening Shift)
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About arenaflex
arenaflex is a national leader in health advocacy, navigation, and integrated benefits solutions. For more than two decades, we have empowered millions of members to confidently manage their health journeys, from routine medical questions to complex care coordination. Our mission‑driven culture blends compassionate, expert support with cutting‑edge data analytics and a proprietary technology platform, creating a seamless experience that makes healthcare easier for everyone.
Why Join arenaflex?
At arenaflex, you will be part of an award‑winning team that truly makes a difference every day. Our associates are celebrated for their dedication to helping members navigate the often‑confusing healthcare system. We invest heavily in your growth, offering comprehensive training, mentorship from seasoned supervisors, and clear pathways for internal promotion. If you thrive in a supportive, collaborative environment where your contributions are recognized and rewarded, arenaflex is the place to build a lasting career.
Position Overview
The Evening Customer Care Associate is a remote, full‑time role focused on delivering exceptional service to members during our evening hours. You will serve as a trusted guide, answering inbound calls, resolving healthcare‑related inquiries, and ensuring each interaction complies with federal regulations such as HIPAA and COBRA. Your ability to build rapport quickly, assess member needs, and connect them with the right resources will directly impact member satisfaction and overall health outcomes.
Key Responsibilities
- Member Interaction: Answer a high volume of inbound calls, develop immediate rapport, and guide members through benefit options, coverage details, and care‑coordination processes.
- Issue Resolution: Identify the root cause of each member’s question, determine the appropriate resolution, and execute it efficiently while adhering to arenaflex policies.
- Call Triage & Routing: Process calls in designated queues (e.g., triage, biometric, pharmacy) and transfer out‑of‑scope inquiries to the correct internal or external resources.
- Data Management: Accurately collect, verify, and update demographic and health‑related information in arenaflex’s member management system.
- Follow‑Up Coordination: Conduct timely follow‑ups with members, providers, insurance carriers, and vendors to ensure issues are fully resolved.
- Compliance Assurance: Maintain strict adherence to departmental policies, federal regulations (HIPAA, COBRA), and quality standards throughout every interaction.
- Research & Documentation: Investigate routine program quality issues, document findings, and track trends to support continuous improvement initiatives.
- Team Collaboration: Work closely with fellow associates, supervisors, and cross‑functional teams to meet service level agreements and achieve collective goals.
- Escalation Management: Recognize situations beyond your authority and promptly escalate to supervisors to protect member experience and service integrity.
Essential Qualifications
- High School Diploma or GED required; an Associate’s degree in Business Administration, Liberal Arts, Healthcare, or a related field is preferred.
- Minimum of one (1) year of customer service experience, preferably in a healthcare or insurance environment.
- Proficiency with reputed company Word and Excel; ability to quickly learn arenaflex’s proprietary software platforms.
- Strong verbal and written communication skills, with the ability to convey complex information in a clear, empathetic manner.
- Demonstrated ability to maintain focus during repetitive, sedentary work while delivering high‑quality service.
- Basic understanding of federal health privacy regulations (HIPAA, COBRA) and a commitment to upholding them.
- Successful completion of job‑related testing and standardized interview processes.
Preferred Qualifications & Skills
- Experience with health‑care navigation, benefits administration, or medical claims processing.
- Familiarity with call‑center metrics such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores.
- Ability to multitask effectively—balancing call handling, data entry, and follow‑up activities without sacrificing accuracy.
- Strong problem‑solving mindset; proactive in identifying patterns and suggesting process improvements.
- Empathy and patience when dealing with stressed or vulnerable members, especially during urgent health situations.
- Flexibility
