Experienced Provider Customer Service Call and Chat Representative – Remote in Indiana
At arenaflex, we're simplifying the health care 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 health care 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 health care organization dedicated to providing innovative solutions to improve the lives of our members. With a commitment to simplifying the health care experience, we strive to create healthier communities and remove barriers to quality care. Our team of passionate professionals is driven by a shared vision to make a meaningful impact on the lives of millions of people.
Job Summary
We're seeking an experienced Provider Customer Service Call and Chat Representative to join our team in Indiana. As a key member of our customer service team, you will be responsible for providing exceptional service to our providers, resolving issues, and promoting self-service digital tools. This is a full-time, remote position that offers a flexible schedule and opportunities for growth and development.
Primary Responsibilities
* Serve 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 health care 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
Why Join arenaflex?
* Competitive compensation and benefits package
- Opportunities for growth and development in a dynamic and innovative organization
- Collaborative and supportive work environment
- Flexible schedule and remote work options
- Recognition and rewards for outstanding performance
- Comprehensive training and development programs
- Access to cutting-edge technology and tools
- Opportunities to make a meaningful impact on the lives of millions of people
Diversity, Equity, and Inclusion
arenaflex is committed to creating a diverse, equitable, and inclusive work environment that values and respects the contributions of all employees. We believe that diversity creates a healthier atmosphere and are proud to be an Equal Employment Opportunity / Affirmative Action employer. 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 millions of people, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex. Apply Job!
Note:
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. Apply for this job