Experienced Outbound Customer Service Advocate II – Member & Provider Support Specialist at arenaflex

About arenaflex – Transforming Health Care for 28 Million Members

arenaflex is a leading, diversified health‑care organization that serves more than 28 million members across the United States. Our mission is to empower individuals, families, and communities by delivering high‑quality, affordable health solutions that are tailored to each person’s unique needs. With a culture that champions innovation, compassion, and flexibility, arenaflex provides a dynamic workplace where every employee can make a meaningful impact on the lives of millions.

Why This Role Matters

As an Outbound Customer Service Advocate II you will be the voice that bridges the gap between arenaflex’s members, providers, and the ever‑evolving health‑care landscape. Your outreach will ensure that critical product updates, policy changes, and educational resources reach the right people at the right time—helping to drive satisfaction, compliance, and better health outcomes. If you thrive on problem‑solving, enjoy meaningful conversations, and want to be part of a purpose‑driven organization, this is the role for you.

Position Overview

The primary purpose of this position is to deliver timely, accurate, and personalized information to arenaflex members and health‑care providers through outbound calls. You will act as a front‑line educator, troubleshooting partner, and escalation point, ensuring that every interaction aligns with arenaflex’s high standards for quality, compliance, and member experience.

Key Responsibilities

• Outbound Outreach: Initiate proactive calls to members and providers to share product awareness campaigns, policy updates, and educational resources.
• Information Gathering: Capture accurate demographic data, call summaries, and communication details within the Customer Relationship Management (CRM) system.
• Issue Resolution: Address member and provider inquiries, requests, and concerns; provide clear solutions or route complex issues to the appropriate escalation team.
• Escalation Management: Recognize when a provider cannot resolve a problem and promptly elevate the call to senior support staff while maintaining a calm, helpful demeanor.
• Quality & Compliance: Adhere to arenaflex’s quality standards, regulatory requirements, and internal policies to ensure consistent, compliant interactions.
• Performance Tracking: Meet or exceed established contact‑center metrics such as average handle time, first‑call resolution, and customer satisfaction scores.
• Product Knowledge Expansion: Continuously deepen understanding of primary market plans and, when needed, research additional plans or benefits eligibility to support callers effectively.
• Survey & Feedback Administration: Conduct monthly provider satisfaction surveys and assist with directory audits, feeding insights back to the organization for continuous improvement.
• Collaboration: Work closely with cross‑functional teams—including claims, enrollment, and compliance—to deliver a seamless experience for members and providers.
• Additional Duties: Perform other tasks as assigned, demonstrating flexibility and a willingness to support arenaflex’s broader objectives.

Essential Qualifications

• High School diploma or GED required; additional vocational or technical education is a plus.
• 1–2 years of experience in a contact‑center or customer‑service environment, preferably within health‑care or insurance.
• Demonstrated ability to communicate clearly and empathetically over the phone.
• Basic proficiency with CRM platforms and Microsoft Office Suite (Word, Excel, Outlook).
• Strong organizational skills with the ability to document detailed call notes accurately.
• Commitment to maintaining confidentiality and adhering to HIPAA and other regulatory standards.

Preferred Qualifications

• Experience with health‑care terminology, benefits eligibility, or provider networks.
• Previous exposure to outbound outreach campaigns, surveys, or educational initiatives.
• Certification or coursework in customer‑service excellence, health‑care administration, or related fields.
• Proven track record of meeting or exceeding performance metrics in a fast‑paced environment.

Core Skills & Competencies

• Communication: Clear, concise, and courteous verbal communication; active listening to understand caller needs.
• Problem‑Solving: Ability to diagnose issues quickly, propose practical solutions, and know when to escalate.
• Attention to Detail: Accurate data entry and meticulous documentation to support quality tracking.
• Adaptability: Comfortable navigating changing policies, new product launches, and evolving compliance requirements.
• Empathy & Patience: Sensitivity to diverse member and provider experiences, especially when dealing with complex health concerns.
• Time Management: Efficiently manage call volume while maintaining high service standards.
• Team Orientation: Collaborative mindset that contributes to a supportive, high‑performing contact‑center culture.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As an Outbound Customer Service Advocate II, you will have access to:

• Structured onboarding and ongoing training programs that cover product knowledge, compliance, and advanced communication techniques.
• Mentorship from senior team members and opportunities to shadow specialists in claims, enrollment, and provider relations.
• Tuition reimbursement for relevant coursework, certifications, or degree programs.
• Clear career pathways toward senior advocacy roles, team lead positions, or specialized tracks such as Provider Relations, Quality Assurance, or Operations Management.
• Regular performance reviews that focus on skill development, goal setting, and personal growth.

Work Environment & Culture at arenaflex

arenaflex fosters a flexible, inclusive, and employee‑centric environment. Whether you prefer remote work, a hybrid schedule, or an on‑site office setting, we provide the tools and support needed to thrive. Our culture is built on:

• Diversity & Inclusion: A commitment to hiring, developing, and promoting talent from a wide range of backgrounds and experiences.
• Collaboration: Open communication channels, cross‑functional projects, and regular team huddles that encourage idea sharing.
• Recognition: Programs that celebrate individual and team achievements, from “Employee of the Month” awards to peer‑to‑peer shout‑outs.
• Well‑Being: Access to mental‑health resources, wellness challenges, and a supportive network of colleagues.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage ranging from $16.83 to $26.44, calibrated based on experience, education, and performance. In addition to base pay, you may be eligible for incentive programs tied to quality and productivity metrics. Our comprehensive benefits package includes:

• Medical, dental, and vision insurance options with employer contributions.
• Retirement savings plans, including 401(k) with company match and stock purchase opportunities.
• Paid time off (PTO), holidays, and flexible scheduling to support work‑life balance.
• Remote‑work allowances, technology stipends, and ergonomic home‑office support.
• Employee assistance programs (EAP) for personal and professional challenges.
• Career‑advancement resources such as tuition reimbursement, certification funding, and internal learning portals.

Commitment to Equal Opportunity

arenaflex is an equal‑opportunity employer. We celebrate diversity and are dedicated to creating an inclusive workplace where every employee feels valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

Ready to Make an Impact?

If you are passionate about delivering exceptional service, enjoy educating health‑care providers, and want to be part of a forward‑thinking organization that puts members first, we want to hear from you. Apply today and start your journey with arenaflex—where your voice can truly change lives.

Apply Job!