Experienced Customer Service Representative – Healthcare Provider Support

Join arenaflex in shaping the future of healthcare and making a meaningful difference in the lives of millions of people. Are you passionate about delivering exceptional customer service and making a positive impact on people's lives? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join arenaflex as an Experienced Customer Service Representative – Healthcare Provider Support. As a key member of our team, you will play a vital role in supporting healthcare providers, resolving complex issues, and promoting a seamless experience for our members.

About arenaflex

arenaflex is a leading healthcare organization dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe in the power of diversity and are committed to creating a workplace that reflects the communities we serve.

Job Summary

As an Experienced Customer Service Representative – Healthcare Provider Support, you will be responsible for providing exceptional service to healthcare providers, resolving complex issues, and promoting a seamless experience for our members. You will work in a multi-channel environment, including phone calls and concurrent chats, and will be required to navigate multiple systems to extract necessary information to resolve and avoid issues.

Key Responsibilities

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

• Service providers in a multi-channel environment, including call and concurrent chat, as required
• Quickly and appropriately triage contacts from healthcare professionals, including physician offices, clinics, and billing offices
• Seek to understand and identify the needs of the provider, answering questions and resolving issues, such as benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and 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

Essential Qualifications

* High School Diploma/GED or equivalent work experience

• 1+ years 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%
• 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. 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

* 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 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

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. As a Customer Service Representative, you will have access to:

• Comprehensive training programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• A supportive and collaborative work environment
• Recognition and rewards for outstanding performance

Work Environment and Company Culture

arenaflex is committed to creating a workplace that is inclusive, diverse, and supportive. We believe in the importance of work-life balance and offer a range of benefits to support our employees' well-being, including:

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

Compensation and Benefits

arenaflex offers a competitive compensation package, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401(k) contribution options. The hourly range for this position is $16.54 - $32.55 per hour, based on local labor markets, education, work experience, certifications, and other factors.

How to Apply

If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online portal.

Equal Employment Opportunity

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.

Drug-Free Workplace

arenaflex is a drug-free workplace, and candidates are required to pass a drug test before beginning employment.

Application Deadline

This job posting will be posted 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. We look forward to hearing from you and exploring how you can contribute to our mission to help people live healthier lives and make the health system work better for everyone. Apply for this job