Are you a customer support professional with a passion for making a difference in people's lives? Do you have experience in handling email, phone, and live chat support? Are you knowledgeable about insurance and healthcare? If so, we invite you to join arenaflex's dynamic team as a Customer Support Specialist - Inbound Team for our mental healthcare system.
**About arenaflex**
arenaflex is a global leader in connecting talented people with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere. As a Most Loved Workplace, we believe that culture drives business success, and we encourage our associates to bring their whole, authentic selves to everything they do.
**About the Role**
We are looking for a highly skilled Customer Support Specialist who will work with clients, providers, and insurance carriers to ensure they provide the best experience possible through email and live chat. As a key member of our Inbound Team, you will be responsible for guiding customers through any challenges using our platform, resolving their operational and technical issues, and consistently identifying trends or patterns in our providers' and clients' experience. You will advocate for process and product changes to remove any friction and create a delightful experience.
**Key Responsibilities**
* Help clients gain access to mental healthcare through email, chat, and/or phones
* Troubleshoot platform issues for clients and providers
* Educate users on platform navigation
* Facilitate communication between clients and providers to arrange care
* Collaborate with insurance agents to verify plan benefits and status, relaying this information to clients and providers
* Explain benefit details and out-of-pocket costs according to the client's plan
* Support clients in finding the best provider who meets their needs
* Triage high-urgency customer situations with clear, empathetic, and solution-oriented communication
* Advocate for payers and clients by proactively surfacing friction in customer experience and proposing process and product iterations in the service of arenaflex's mission
**What You Bring to the Table**
* 1 year (minimum) experience in phone, email, and live chat in a Customer Support role
* Adaptability and eagerness to take on additional lines of communication
* Excellent written communication skills and comfort with sensitive conversations
* Strong empathy, communication, and listening skills
* Self-drive, attention to detail, and quick to learn new constantly changing information
* An identification with arenaflex's Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust
* Passion for expanding access to mental health care
* Willingness to travel occasionally to a company hub
* Knowledge/experience in care coordination, insurance terminology, medical scheduling, or medical administration is a bonus
**What You'll Get in Return**
* Full-time employment
* Competitive compensation based on experience
* A dedicated wellness program, including support from an in-house psychologist
* Attractive benefits package including medical, dental, and vision options based on location
* Access to free posture-based fitness workouts from home
* Paid Sabbatical Leave
* Training opportunities provided by arenaflex and outside entities
* 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
**Company Culture**
Culture leads, success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.
* Care for others - Cooperate, empathize, and seek opportunities to put each other first.
* Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
* Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
* Take ownership - Doing the right thing should come naturally.
* Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues
**Equal Opportunity Workplace**
arenaflex is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging, and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying.
**Privacy Notice**
arenaflex is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.
**Take the Next Step**
Are you ready for this challenge? Apply now and let's discuss how you can become a vital part of our success story.