Experienced Medicare Advantage Customer Experience Representative – Healthcare Industry Expertise

Are you passionate about delivering exceptional customer experiences and making a positive impact on people's lives? Do you have a strong background in customer service, with a keen eye for detail and a knack for resolving complex issues? If so, we invite you to join arenaflex as an Experienced Medicare Advantage Customer Experience Representative. As a key member of our team, you will play a vital role in providing world-class customer service to our Medicare Advantage members, providers, and internal customers.

About arenaflex

arenaflex is a leading healthcare organization dedicated to providing innovative solutions and exceptional customer experiences to our members and partners. With a rich history of commitment, compassion, and community, we strive to make a positive impact on the lives of Kansans and beyond. Our team is passionate about delivering high-quality care, and we're committed to fostering a culture of diversity, equity, inclusion, and belonging.

Why Join arenaflex?

* Family Comes First: We offer a comprehensive total rewards package that promotes the idea of family first for all employees, including paid time off, family first leave, and a range of benefits that support your well-being.

• Professional Growth Opportunities: Advance your career with ongoing training and development programs, both through our internal arenaflex University and external opportunities.
• Dynamic Work Environment: Collaborate with a team of passionate and driven individuals who share your commitment to delivering exceptional customer experiences.
• Make a Positive Impact: Your work will directly contribute to the health and well-being of Kansans, making a meaningful difference in people's lives.
• Stability: With 80 years of commitment, compassion, and community, we offer a stable and secure work environment that values our employees' contributions.
• Lead and Inspire: Guide and mentor your team to achieve their full potential and success, while also learning from their experiences and insights.
• Balance: Enjoy a healthy work-life balance with paid vacation and sick leave, as well as paid maternity and paternity leave available immediately upon hire.
• Real World Experience: Work hand in hand with our team to learn our business and apply your classroom learning to real-world scenarios.
• Networking Opportunities: Participate in our corporate intern program and network with other interns at arenaflex to enhance your learning opportunities.

Compensation and Benefits

* Competitive Compensation: Enjoy excellent competitive compensation with a starting range of $20.42-$24.30, with opportunities for growth and advancement.

• Non-Exempt Grade 11: As a non-exempt employee, you will be eligible for overtime pay and other benefits.
• Total Rewards Package: Our comprehensive total rewards package includes incentive pay, health, vision, and dental insurance, 6 weeks paid parental leave, fertility/adoption assistance, 2 weeks paid caregiver leave, 5% 401(k) plan matching, tuition reimbursement, and health & fitness benefits, discounts, and resources.

Responsibilities

As an Experienced Medicare Advantage Customer Experience Representative, you will be responsible for:

• Research, Resolve, and Respond: Research, resolve, and respond to inquiries and correspondence via telephone, written, and email communication, addressing complex customer issues related to Medicare Advantage benefits, eligibility, coverage, and plan changes.
• Resolve Customer Inquiries and Grievances: Resolve customer inquiries and grievances in a timely and accurate manner, adhering to company and regulatory requirements.
• Collaborate with Peers and Leadership: Work with peers, other departments, and leadership to find appropriate solutions to problems and improve customer experiences.
• Backup Appeals and Grievances: May serve as a backup in processing MA member, member representative, or provider appeals and grievances.
• Perform Assigned Duties: Perform assigned job-related duties as required, including any special projects.

Requirements

To succeed in this role, you will need:

• Effective Communication Skills: Effective communication skills to resolve complex inquiries and grievances, with the ability to follow arenaflex's Corporate Style Guide and excel at written and verbal communication.
• Analytical and Problem-Solving Skills: Analytical and problem-solving skills to diagnose problems and recommend effective solutions.
• Technical Skills: Technical skills to effectively use computer programs and troubleshoot simple computer issues independently or with direction.
• Confidentiality: Ability to maintain strict confidentiality in handling data related to job duties.
• Time-Management Skills: Effective time-management skills to respond to customer inquiries promptly.
• Education and Experience: High school diploma or equivalent, with two years of customer service experience, preferably in a call center or production-based customer service environment.

Preferred Qualifications

* College or Continuing Education: College or continuing education courses in communications and/or medical-related fields.

• MA or Call Center Experience: Two years of MA or other call center or production-based customer service experience.
• Blue Plan Experience: Blue Plan experience, with knowledge of Blue Cross and Blue Shield of Kansas' MA and other relevant customer service systems.

Physical Requirements

* Communication: Communicate by telephone 95% of the workday.

• Computer Use: Use a personal computer in a stationary position at least 95% of the workday.

Our Commitment to Diversity, Equity, Inclusion, and Belonging

At arenaflex, we are committed to fostering a culture of diversity, equity, inclusion, and belonging, where mutual respect is at the foundation of our workplace. We provide equal employment opportunities to all individuals, regardless of race, color, religion, belief, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military or veteran status, family or parental status, or any other characteristic protected by applicable law.

How to Apply

If you're passionate about delivering exceptional customer experiences and making a positive impact on people's lives, we invite you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below: Apply To This Job We look forward to welcoming you to our team! Apply for this job