Experienced Full Stack Customer Service Representative – Telehealth and Provider Support

At arenaflex, we're revolutionizing the healthcare experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the healthcare system of tomorrow... making it more responsive, affordable, and equitable. Ready to make a difference? Join us and start doing your life's best work.

About arenaflex

arenaflex is a leading healthcare organization dedicated to simplifying the healthcare experience and improving the lives of millions of people. We're committed to creating a healthier future for everyone, regardless of their background or circumstances. Our mission is to help people live healthier lives and make the healthcare system work better for everyone.

Job Summary

We're seeking an experienced Full Stack Customer Service Representative to join our team at arenaflex. As a key member of our customer service team, you'll be responsible for providing exceptional support to healthcare providers, answering their questions, and resolving their concerns in a timely and professional manner. This is a full-time, remote position, and you'll have the flexibility to work from home while making a real difference in the lives of our members.

Primary Responsibilities

As a Full Stack Customer Service Representative, you'll be responsible for:

• Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Service Providers in a multi-channel environment including call, concurrent chat, as required
• Quickly and appropriately triage contacts from healthcare professionals (i.e. physician offices, clinics, billing offices)
• Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g. benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health)
• Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types
• Influence providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution

Required Qualifications

* High School Diploma / GED OR equivalent work experience

• 1 year of customer service experience analyzing and solving customer's concerns
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Typing Speed greater than or equal to 35-40 WPM with accuracy of 90%
• Must be 18 years of age OR older
• Ability to work full-time (40 hours/week) Monday - Friday between 10:35am – 7:05pm CST. It may be necessary, given the business need, to work some holidays, weekends, and or overtime as business needs require

Preferred Qualifications

* Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools

• Prior healthcare experience and knowledge of healthcare terminology

Telecommuting Requirements

* Reside within the state of Indiana

• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

* Ability to multi – task, including the ability to type in multiple conversations

• Ability to resolve calls and messages, avoiding escalated complaints
• Time management skills
• Emotional Intelligence and Empathy
• Active Listening and Comprehension
• Excellent written communication skills
• Demonstrated problem solving, organization and interpersonal skills
• Demonstrated experience consistently achieving quality and productivity standards

Benefits and Perks

* 16 weeks of paid training

• Opportunity to work from home with a flexible schedule
• Competitive compensation and benefits package
• Opportunities for career growth and development
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance

Diversity, Equity, and Inclusion

At arenaflex, we believe that diversity creates a healthier atmosphere. We're committed to creating a workplace that's inclusive and respectful of all individuals, regardless of their background or circumstances. We're an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

How to Apply

If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding career opportunity, we encourage you to apply for this position. Please visit our website to learn more about arenaflex and our mission. Apply for this job