Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two interactions are the same? If so, we invite you to join our team at arenaflex as a Provider Customer Service Call and Chat Representative. In this role, you'll be the advocate for our healthcare providers, working to resolve issues and provide top-notch support in a multi-channel environment.
**About arenaflex**
arenaflex is a leading healthcare company dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, and we're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
**The Role**
As a Provider Customer Service Call and Chat Representative, you'll be responsible for providing exceptional support to our healthcare providers, answering questions, and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health. You'll work in a multi-channel environment, using your strong communication and problem-solving skills to navigate complex issues and provide timely resolutions.
**Key Responsibilities:**
* Serve as the advocate for providers, demonstrating accountability and ownership to resolve issues
* Service providers in a multi-channel environment, including call and concurrent chat
* Quickly and appropriately triage contacts from healthcare professionals, seeking to understand and identify their needs
* 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
**Essential Qualifications:**
* High School Diploma/GED or equivalent work experience
* 1 year of customer service experience analyzing and solving customer's concerns
* Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
* Typing Speed greater than or equal to 35-40 WPM with accuracy of 90%
* Ability to work full-time (40 hours/week) Monday - Friday between 10:35am - 7:05pm CST, with flexibility to work occasional overtime, weekends, and/or holidays as business needs require
* Must be 18 years of age or older
**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 healthcare experience and knowledge of healthcare terminology
**Telecommuting Requirements:**
* Reside within the state of Indiana
* 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 consistently achieving quality and productivity standards
**Compensation and Benefits:**
* Hourly range: $16.88 to $33.22 per hour based on full-time employment
* Pay is based on several factors, including but not limited to local labor markets, education, work experience, certifications, etc.
* Comprehensive benefits package, including medical, dental, and vision insurance
* Incentive and recognition programs
* Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements)
**Why Join arenaflex?**
* Opportunity to work in a dynamic and fast-paced environment
* Chance to make a meaningful impact on the lives of our healthcare providers and their patients
* Collaborative and supportive team environment
* Opportunities for career growth and development
* Comprehensive benefits package and competitive compensation
**How to Apply:**
If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, and let's discuss how you can become a vital part of our success story.
**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.