Experienced Customer Service Representative – Provider Support and Advocacy

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 and start doing your life's best work.

About arenaflex

arenaflex is a leading healthcare company dedicated to providing innovative solutions that improve the lives of our members. We're committed to creating a healthier future for everyone, and we're looking for talented individuals like you to join our team. As a Provider Customer Service Call and Chat Representative, you'll play a critical role in supporting our providers and advocating for their needs.

Job Summary

We're seeking an experienced Customer Service Representative to join our team in Tennessee. As a Provider Customer Service Call and Chat Representative, you'll be responsible for providing exceptional service to our providers, answering their questions, and resolving their issues in a timely and professional manner. You'll work in a fast-paced, dynamic environment, using your excellent communication and problem-solving skills to navigate complex healthcare issues.

Primary Responsibilities

As a Provider Customer Service Call and Chat Representative, you'll be responsible for:

• 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

To be successful in this role, you'll need:

• 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
• Experience with computer and Windows PC applications, which includes 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 9AM-5:30 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

While not required, we're looking for candidates with:

• 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

As a remote employee, you'll need to:

• 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

To succeed in this role, you'll 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

Benefits and Perks

As a member of the arenaflex team, you'll enjoy:

• Competitive compensation and benefits package
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and support

Diversity, Equity, and Inclusion

arenaflex is committed to creating a diverse, equitable, and inclusive work environment that reflects the communities we serve. We believe that diversity creates a healthier atmosphere and are proud to be an Equal Employment Opportunity/Affirmative Action employer.

How to Apply

If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding career opportunity, apply now to join our team as a Provider Customer Service Call and Chat Representative. Apply for this job