Experienced Full Stack Customer Service Representative – Healthcare Provider Support

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 customers. We're committed to creating a healthier world by removing barriers to quality care and making healthcare more accessible, affordable, and equitable. Our team is passionate about delivering exceptional customer experiences and making a positive impact on the communities we serve.

Job Summary

We're seeking an experienced Full Stack Customer Service Representative to join our team in Kingsport, TN. As a key member of our customer service team, you'll play a crucial role in providing exceptional support to healthcare providers, resolving issues efficiently, and promoting self-service digital tools. If you're a customer service professional with a passion for healthcare and a knack for problem-solving, we encourage you to apply for this exciting opportunity.

Key Responsibilities

* Serve as the advocate for healthcare providers by demonstrating accountability and ownership to resolve issues

• Service providers in a multi-channel environment, including calls, dual chats, and email 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 prevent repeat calls, 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

Requirements

* 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 handle provider calls or concurrent chats, with an expected volume of 50-70 calls/chats daily, requiring full attention to work duties
• Availability to work any of our full-time (40 hours/week), 8-hour shift schedules during our normal business hours of 9:05 AM - 5:35 PM CST from Monday - Friday, with occasional overtime, weekends, and/or some 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

• Healthcare experience and knowledge of healthcare terminology
• Presently employed within arenaflex Operations & Experience (also known as arenaflex Benefit Operations)

Soft Skills

* Proficient in multitasking, including managing multiple conversations simultaneously

• Skilled in quickly resolving calls and messages, effectively preventing escalated complaints
• Strong time management skills
• High emotional intelligence and empathy
• Excellent active listening and comprehension abilities
• Exceptional written communication skills
• Demonstrated problem-solving, organizational, and interpersonal skills
• Proven track record of consistently achieving quality and productivity standards
• Ability to type at the speed of greater than or equal to 35-40+ WPM with an accuracy of 90%

Benefits

* Competitive hourly rate: $16.88 to $33.22 per hour based on full-time employment

• Comprehensive benefits package, including medical, dental, and vision insurance
• Incentive and recognition programs
• Equity stock purchase and 401(k) contribution
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

Work Environment

* Full-time (40 hours/week), Monday - Friday, with occasional overtime, weekends, and/or some holidays

• Remote work option available for employees residing within the state of Tennessee
• Dedicated work area established that is separated from other living areas and provides information privacy
• High-speed internet connection required for remote work

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

How to Apply

If you're a motivated and customer-focused individual with a passion for healthcare, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our website or by clicking the "Apply for the job now!" button below. Apply for this job Apply for this job