Experienced Customer Service Representative - Provider Support - Remote Opportunity in Houston, TX
At arenaflex, we're simplifying the health care 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 health care system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us and start doing your life's best work.
About arenaflex
arenaflex is a leading health care organization dedicated to providing innovative solutions that improve the lives of our members. We're committed to creating a healthier environment for everyone, regardless of their background or circumstances. Our mission is to help people live healthier lives and make the health system work better for everyone.
Job Summary
We're seeking an experienced Customer Service Representative to join our team in Houston, TX. As a Provider Support Representative, you'll be responsible for providing exceptional service to healthcare providers, answering questions, and resolving issues related to benefits, eligibility, billing, and clinical authorizations. This is a full-time remote opportunity, and you'll have the flexibility to work from home while making a real difference in the lives of our members.
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, 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 related to 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 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+ 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 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) shift between the hours of 10:30 AM - 7:05 PM CST from Monday - Friday. It may be necessary, given the business need, to work some occasional overtime, weekends, and/or 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 health care experience and knowledge of healthcare terminology
Telecommuting Requirements
* Reside within a 60-mile commutable distance of Houston, TX
- 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 development
- Collaborative and supportive work environment
- Recognition and rewards for outstanding performance
- Comprehensive training program to ensure your success
- Flexible work arrangements, including remote work options
- Access to the latest technology and tools to support your work
- Opportunities to make a real difference in the lives of our members
How to Apply
If you're passionate about delivering exceptional customer service and making a difference in the lives of our members, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex. Apply Now!
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