Experienced Full Stack Customer Service Representative – Telehealth and Digital Support

At arenaflex, we're revolutionizing 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 simplifying the healthcare experience and improving the lives of millions of people. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

Job Summary

As a Full Stack Customer Service Representative, you'll play a crucial role in the healthcare industry by serving as the primary point of contact for healthcare providers. Your responsibilities will include resolving issues efficiently, often on the first call, and providing support through various channels like calls and chats. You'll need to navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction. Success in this role is measured by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time. This dynamic position requires excellent multitasking, effective communication, and a deep understanding of healthcare processes.

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, dual chats, and email as required
• Quickly and appropriately contact 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

Essential Qualifications

• High School Diploma / GED OR equivalent work experience

• Must be 18 years of age OR older
• 1+ years of customer service experience 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
• This position involves handling provider calls or concurrent chats, with an expected volume of 50 – 70 calls/chats daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods
• Ability to work full-time (40 hours / week) Monday – Friday. Employees are required to have flexibility to work during our normal business hours of 11:30am – 8:00pm EST. It may be necessary, given the business need, to work 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 primary job tools

• Health care experience and knowledge of healthcare terminology
• Presently employed within arenaflex Operations & Experience. (Also known as arenaflex Benefit Operations. Use Sparq to confirm your alignment in 3 quick steps: 1) From the Sparq Homepage, click “My Profile”. 2) Click “Organization Chart”. 3) Look upward on the org chart to confirm that you report through Mike Baker)

Telecommuting Requirements

• Reside within the 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 arenaflex approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

• Proficient in multi-tasking, 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
• Typing Speed is greater than or equal to 35-40 WPM with accuracy of 90%

Compensation and Benefits

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.74 – $31.63 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

Work Environment and Culture

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. arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Career Growth Opportunities and Learning Benefits

arenaflex offers a dynamic and supportive work environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Our comprehensive training program will equip you with the skills and knowledge necessary to excel in this role and beyond.

How to Apply

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