Experienced Provider Customer Service Call and Chat Representative – Telecommute Opportunity in New Mexico

Are you a customer service professional with a passion for healthcare and a knack for resolving complex issues? Do you thrive in a fast-paced, dynamic environment where no two calls or chats are ever the same? If so, we invite you to join arenaflex, a leading healthcare organization dedicated to simplifying the healthcare experience and creating healthier communities. As a Provider Customer Service Call and Chat Representative, you will play a critical role in supporting healthcare providers who care for our members. You will be the advocate for these providers, demonstrating accountability and ownership to resolve issues and provide exceptional service. Your expertise will be sought by healthcare professionals, and you will be responsible for quickly and appropriately triaging contacts, researching complex issues, and taking steps to resolve them.

About arenaflex

arenaflex is a healthcare organization that is committed to making a difference in the lives of millions of people. We believe that everyone deserves access to quality healthcare, regardless of their background or income level. Our mission is to help people live healthier lives and make the healthcare system work better for everyone.

About the Role

As a Provider Customer Service Call and Chat Representative, you will be responsible for:

• Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Providing service to providers in a multi-channel environment, including call and concurrent chat
• Quickly and appropriately triaging contacts from healthcare professionals
• Seeking to understand and identify the needs of the provider, answering questions and resolving issues
• Researching and dissecting complex prior authorization and claim issues and taking appropriate steps to resolve identified issues
• Collaborating 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
• Influencing providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool

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 (words per minute) with an accuracy of 90%
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 9:35 AM - 6:05 PM CST from Monday - Friday. It may be necessary, given the business need, to work some occasional overtime, weekends, and/or holidays.

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 New Mexico

• 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 with consistently achieving quality and productivity standards

What We Offer

* 10 weeks of paid on-the-job training

• Opportunities for career growth and development
• A dynamic and supportive work environment
• Competitive compensation and benefits package
• Recognition and rewards for outstanding performance
• A chance to make a difference in the lives of millions of people

About Our Culture

At arenaflex, we believe that diversity creates a healthier atmosphere. We are 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 are a motivated and customer-focused individual with a passion for healthcare, we invite you to apply for this exciting opportunity. Please visit our website to submit your application and join our team of dedicated professionals who are making a difference in the lives of millions of people.

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