Experienced Provider Customer Service Call and Chat Representative – Remote in Multiple Locations

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 days are ever the same? If so, we want to hear from you! arenaflex is seeking an experienced Provider Customer Service Call and Chat Representative to join our team of dedicated professionals who are simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care.

About arenaflex

arenaflex is a leading healthcare company that is committed to helping people live healthier lives and making the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. Our mission is to create a healthier atmosphere by promoting diversity, equity, and inclusion in all aspects of our business.

The Role

As a Provider Customer Service Call and Chat Representative, you will play a critical role in supporting providers who care for our members. You will be responsible for providing responses to questions that may include benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health, either by phone call or concurrent chat. You will be the advocate for providers, demonstrating accountability and ownership to resolve issues, and will work collaboratively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.

Key Responsibilities

* Serve 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, including physician offices, clinics, and billing offices
• Seek to understand and identify the needs of the provider, answering questions and resolving issues, such as benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
• Research and dissect complex prior authorization and claim issues, taking 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

Essential Qualifications

* High School Diploma/GED or equivalent work experience

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

* 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

* arenaflex offers a comprehensive training program to ensure your success in this role

• Opportunities for career growth and advancement within the company
• Access to ongoing training and development programs to enhance your skills and knowledge
• Collaborative and dynamic work environment with a team of dedicated professionals

Work Environment and Company Culture

* arenaflex is a remote-friendly company, offering the flexibility to work from home

• Collaborative and dynamic work environment with a team of dedicated professionals
• Opportunities for career growth and advancement within the company
• Access to ongoing training and development programs to enhance your skills and knowledge
• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off

Compensation, Perks, and Benefits

* Competitive hourly rate, based on local labor markets, education, work experience, certifications, etc.

• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
• Incentive and recognition programs to reward your hard work and dedication
• Equity stock purchase and 401(k) contribution (all benefits are subject to eligibility requirements)

How to Apply

If you are a motivated and customer-focused individual who is passionate about healthcare and committed to making a difference, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and qualifications, to [insert contact information]. We look forward to hearing 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