Experienced Full Stack Customer Service Representative – Healthcare Provider Support

Are you a motivated and empathetic individual with a passion for delivering exceptional customer service? Do you thrive in a fast-paced environment where no two interactions are 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 vital role in supporting healthcare providers who care for our members. Your expertise will be sought after to provide timely and accurate responses to a wide range of questions, from benefits and eligibility to billing and payments, clinical authorizations, and behavioral health. You will be the advocate for our providers, demonstrating accountability and ownership to resolve issues and ensure their needs are met.

About arenaflex

arenaflex is a dynamic and innovative organization that is revolutionizing the healthcare industry. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our commitment to diversity, equity, and inclusion is reflected in our mission and values, and we strive to create a workplace that is inclusive and respectful of all individuals.

Key Responsibilities

As a Provider Customer Service Call and Chat Representative, your primary responsibilities will include:

• Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Providing timely and accurate responses to questions and resolving issues in a multi-channel environment, including call, concurrent chat, and email
• Quickly and effectively triaging contacts from healthcare professionals, including physician offices, clinics, and billing offices
• Seeking to understand and identify the needs of the provider, answering questions, and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
• Researching and dissecting complex prior authorization and claim issues, taking appropriate steps to resolve identified issues to avoid repeat calls, messages, escalations, and provider dissatisfaction
• 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, provider types, and call types
• Influencing providers to utilize self-service digital tools, assisting with navigation questions, and selling the benefits of the tool, including aiding in faster resolution

Essential Qualifications

To be successful in this role, you will need:

• High School Diploma or equivalent work experience
• Must be 18 years of age or older
• 1+ years 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 with an accuracy of 90%
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday, with occasional overtime, weekends, and/or some holidays based on business need

Preferred Qualifications

While not required, the following qualifications are preferred:

• Prior healthcare experience and knowledge of healthcare terminology
• Experience in a related environment, such as an office, call center, customer service, or healthcare setting, using phones and computers as the primary job tools

Telecommuting Requirements

If you are located within the Eastern, Central, or Mountain Time Zone, you will have the flexibility to telecommute from home. To be eligible for telecommuting, you must:

• Reside within the Eastern, Central, or Mountain Time Zone
• 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

To succeed in this role, you will need to possess:

• 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

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to helping our employees grow and develop their careers. As a Provider Customer Service Call and Chat Representative, you will have access to:

• Comprehensive training and development programs to help you succeed in your role
• Opportunities for career advancement and professional growth
• A supportive and inclusive work environment that encourages collaboration and teamwork
• Access to cutting-edge technology and tools to help you deliver exceptional customer service

Work Environment and Company Culture

arenaflex is a dynamic and innovative organization that values diversity, equity, and inclusion. Our work environment is collaborative and supportive, with a focus on delivering exceptional customer service. As a Provider Customer Service Call and Chat Representative, you will be part of a team that is dedicated to making a difference in the lives of our members and providers.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A comprehensive benefits package, including medical, dental, and vision insurance
• Incentive and recognition programs to reward your hard work and dedication
• Equity stock purchase and 401(k) contribution
• A supportive and inclusive work environment that encourages collaboration and teamwork

How to Apply

If you are a motivated and empathetic individual with a passion for delivering exceptional customer service, we encourage you to apply now! Please visit our website to submit your application and join our team of dedicated professionals who are making a difference in the lives of our members and providers. Apply To This Job

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, and all candidates are required to pass a drug test before beginning employment. Apply for this job