Experienced Customer Service Representative – Healthcare Provider Support

At arenaflex, we're simplifying the healthcare 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 healthcare system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

Job Summary:

We're seeking an experienced Customer Service Representative to join our team at arenaflex. As a key member of our Provider Customer Services team, you'll be responsible for providing exceptional support to healthcare providers, resolving complex issues, and promoting self-service digital tools. If you're passionate about delivering outstanding customer experiences, have a knack for problem-solving, and are eager to grow with a dynamic organization, we encourage you to apply.

About arenaflex:

arenaflex is a leading healthcare organization dedicated to simplifying the healthcare experience and creating healthier communities. 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. At arenaflex, we're passionate about making a difference and are seeking like-minded individuals to join our team.

Primary Responsibilities:

* Serves 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

• Must be 18 years of age or older
• 1+ years of customer service experience with analyzing and solving customer's concerns
• Ability to type at the speed of greater than or equal to 35-40+ WPM with an accuracy of 90%
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 9 AM - 5:35 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 the state of Tennessee

• 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
• All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy

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 programs, mentorship opportunities, and career development resources to support your success. Our employees have access to:

• Ongoing training and development programs to enhance their skills and knowledge
• Mentorship opportunities with experienced professionals
• Career development resources, including career coaching and job shadowing
• Opportunities to take on new challenges and responsibilities
• A culture that values innovation, creativity, and continuous learning

Work Environment and Company Culture:

arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. Our culture is built on the principles of respect, empathy, and open communication. We're committed to creating a workplace that's welcoming and supportive of all employees, regardless of their background, culture, or identity. Our employees enjoy a range of benefits, including:

• Flexible work arrangements, including remote work options
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off, including vacation, sick leave, and holidays
• Access to on-site fitness center and wellness programs
• Employee recognition and reward programs

Compensation, Perks, and Benefits:

arenaflex offers a competitive compensation package, including a base salary, bonuses, and benefits. Our employees also enjoy a range of perks and benefits, including:

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off, including vacation, sick leave, and holidays
• Access to on-site fitness center and wellness programs
• Employee recognition and reward programs

How to Apply:

If you're passionate about delivering exceptional customer experiences and are eager to grow with a dynamic organization, we encourage you to apply. Please submit your resume and cover letter to [insert contact information]. We can't wait to hear from you!

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. Apply for this job