Experienced Provider Customer Service Call and Chat Representative – Remote in IN

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 Provider Customer Service Call and Chat Representative to join our team at arenaflex. As a key member of our customer service team, you will be responsible for providing exceptional service to healthcare providers, resolving issues, and promoting self-service digital tools. If you're passionate about delivering outstanding customer experiences, have a strong background in customer service, and are eager to grow your career in a dynamic and supportive environment, we encourage you to apply.

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

• 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%
• 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
• Must be 18 years of age or older

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 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

Compensation and Benefits:

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable. In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with arenaflex, you’ll find a far-reaching choice of benefits and incentives.

Work Environment and Culture:

At arenaflex, we believe everyone–of every race, gender, sexuality, age, location, and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission. Diversity creates a healthier atmosphere: 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. arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Career Growth Opportunities:

We offer a range of career growth opportunities, including training and development programs, mentorship, and opportunities to take on new challenges and responsibilities. Our goal is to help you grow and develop your skills and expertise, and to provide you with the support and resources you need to succeed in your role and beyond.

How to Apply:

If you're passionate about delivering outstanding customer experiences, have a strong background in customer service, and are eager to grow your career in a dynamic and supportive environment, we encourage you to apply. Please visit our website to submit your application and learn more about our company culture and benefits. Apply Job! Apply for this job