Experienced Customer Service Representative - Provider Support - Remote Opportunities in Multiple Locations

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.

About arenaflex

arenaflex is a leading healthcare organization dedicated to providing innovative solutions that improve the lives of our members. We're committed to creating a healthier world by removing barriers to quality care and making healthcare more accessible, affordable, and equitable. 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 a remote capacity. As a key member of our Provider Support team, you'll 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 and have a strong background in customer service, we encourage you to apply.

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 (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

• 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, 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 10:35 AM - 7:05 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

* 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 CST, EST, or MST

• 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 an arenaflex-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
• All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy

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 organization
• Access to ongoing training and development programs to enhance your skills and knowledge
• Collaborative and supportive work environment that encourages learning and growth

Work Environment and Company Culture

* arenaflex is committed to creating a diverse and inclusive work environment that values and respects all employees

• Collaborative and supportive team culture that encourages open communication and teamwork
• Flexible work arrangements, including remote work options, to support work-life balance
• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off

Compensation, Perks, and Benefits

* Competitive hourly rate, ranging from $16.54 to $32.55 per hour, based on experience and qualifications

• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
• Incentive and recognition programs to reward outstanding performance
• Equity stock purchase and 401(k) contribution opportunities
• Access to ongoing training and development programs to enhance your skills and knowledge

How to Apply

If you're passionate about delivering exceptional customer experiences and have a strong background in customer service, we encourage you to apply. Please submit your application, including your resume and cover letter, through our website. We're an equal opportunity employer and welcome applications from diverse candidates.

Application Deadline

This job posting will be open for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

Diversity and Inclusion

arenaflex is committed to creating a diverse and inclusive work environment that values and respects all employees. We believe that diversity creates a healthier atmosphere and are an Equal Employment Opportunity/Affirmative Action employer. 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