Experienced Customer Service Representative - Provider Support - Remote Opportunity at arenaflex

At arenaflex, we're simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. As a leading healthcare company, we're committed to making a positive impact on the lives of millions of people. If you're passionate about delivering exceptional customer service and making a difference in the healthcare industry, we invite you to join our team as a Provider Customer Service Call and Chat Representative.

About arenaflex

arenaflex is a dynamic and innovative healthcare company that's dedicated to improving the lives of our members and the communities we serve. We're a company that values diversity, equity, and inclusion, and we're committed to creating a workplace culture that's inclusive and supportive of all employees. Our mission is to help people live healthier lives and make the health system work better for everyone.

Job Summary

As a Provider Customer Service Call and Chat Representative, 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. This is a full-time, remote opportunity that requires a strong customer service background, excellent communication skills, and the ability to work in a fast-paced, dynamic environment.

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 and concurrent chat
• 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 related to benefits, eligibility, billing, clinical authorizations, and behavioral health
• 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 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

• 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 a 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 11:35 AM - 8:05 PM EST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some 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 a 60-mile commutable distance of 5900 Parkwood Place, Dublin, OH, 43016

• 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

Why Join arenaflex?

* Competitive compensation and benefits package

• Opportunities for career growth and professional development
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance
• Comprehensive training program to ensure success in the role
• Flexible work arrangements, including remote work options

How to Apply

If you're passionate about delivering exceptional customer service and making a difference in the healthcare industry, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online application 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. Candidates are required to pass a drug test before beginning employment.

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