Experienced Customer Service Representative - Telecommute Opportunity for Healthcare Professionals
At arenaflex, we're simplifying 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 providing innovative solutions to improve the lives of our members. 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 Customer Service Representative to join our team. As a key member of our Provider Customer Services team, you'll be responsible for providing exceptional support to healthcare professionals, answering their questions, and resolving issues related to benefits, eligibility, billing, and clinical authorizations. This is a remote opportunity, and you'll have the flexibility to work from anywhere within the U.S.
Primary Responsibilities
* Serve as the advocate for healthcare professionals by demonstrating accountability and ownership to resolve issues
- Provide service to healthcare professionals in a multi-channel environment, including calls and concurrent chats
- Quickly and appropriately triage contacts from healthcare professionals, seeking to understand and identify their needs
- Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls/messages, escalations, and provider dissatisfaction
- Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to healthcare professionals 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 healthcare professionals 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
- Must be 18 years of age or older
- 1 year of customer service experience with analyzing and solving customer concerns
- Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
- Ability to type at the speed of greater than or equal to 35-40 WPM with an accuracy of 90%
- Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays based on business need
Preferred Qualifications
* Prior healthcare experience and knowledge of healthcare terminology
- Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools
Telecommuting Requirements
* 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
Compensation and Benefits
* Hourly range for this position is $16.54 - $32.55 per hour, based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.
- UnitedHealth Group complies with all minimum wage laws as applicable
- In addition to your salary, UnitedHealth Group offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401(k) contribution (all benefits are subject to eligibility requirements)
Diversity and Inclusion
* arenaflex is 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
- arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment
How to Apply
If you're passionate about making a difference in the lives of healthcare professionals and are looking for a challenging and rewarding opportunity, apply now to join our team at arenaflex. Apply for this job