Experienced Customer Service Representative - Provider Support in a Remote Environment

At arenaflex, we're dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to make a positive impact on the lives of millions of people, and we're looking for talented individuals to join our team. If you're passionate about delivering exceptional customer service and making a difference in the lives of healthcare professionals, we want to hear from you.

About arenaflex

arenaflex is a leading healthcare organization that's committed to providing innovative solutions to the complex challenges facing our healthcare system. We believe that everyone deserves access to quality care, regardless of their background or circumstances. Our team is dedicated to creating a healthier, more equitable world, and we're looking for like-minded individuals to join us on this journey.

Job Summary

As an Experienced Customer Service Representative - Provider Support in a remote environment, you'll play a critical role in supporting healthcare providers who care for our members. You'll be responsible for providing timely and accurate responses to questions and concerns related to benefits, eligibility, billing, clinical authorizations, and behavioral health. You'll work in a fast-paced, dynamic environment, using your exceptional communication and problem-solving skills to resolve issues and provide exceptional customer service.

Primary Responsibilities

* Serve as the advocate for providers, demonstrating accountability and ownership to resolve issues

• Service providers in a multi-channel environment, including calls and concurrent chat
• 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 prevent 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
• Multitask 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

Essential Qualifications

* High School Diploma/GED or equivalent work experience

• 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 a speed of greater than or equal to 35-40 WPM with an accuracy of 90%
• Must be 18 years of age or older
• 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, with occasional overtime, weekends, and/or 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

* Reside within Eastern, Central, or Mountain Time Zone

• 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 multitask, 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

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including:

• 12 weeks of paid training to help you develop the skills and knowledge you need to succeed in this role
• Ongoing training and development opportunities to help you advance your career
• Access to a range of online learning resources and training programs
• Opportunities to work on high-profile projects and contribute to the development of new initiatives

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced organization that's committed to creating a positive and inclusive work environment. We believe in the importance of work-life balance and offer a range of benefits and perks to support our employees' well-being, including:

• Flexible work arrangements, including telecommuting options
• Comprehensive benefits package, including medical, dental, and vision insurance
• Incentive and recognition programs to reward outstanding performance
• Equity stock purchase and 401(k) contribution
• Access to a range of employee discounts and perks

Compensation and Benefits

arenaflex offers a competitive compensation package, including:

• Hourly rate of $16.54 - $32.55 per hour, based on local labor markets, education, work experience, certifications, etc.
• Comprehensive benefits package, including medical, dental, and vision insurance
• Incentive and recognition programs to reward outstanding performance
• Equity stock purchase and 401(k) contribution
• Access to a range of employee discounts and perks

Diversity, Equity, 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.

Application Deadline

This job posting will be open for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. If you're passionate about delivering exceptional customer service and making a difference in the lives of healthcare professionals, we want to hear from you. Apply now to join our team and start making a positive impact on the lives of millions of people. Apply for this job