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 organization dedicated to providing innovative solutions to improve the lives of our members. We're committed to creating a healthier atmosphere by fostering diversity, equity, and inclusion in everything we do. 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 telecommute capacity. As a key member of our Provider Support team, you'll be responsible for providing exceptional service to healthcare providers, resolving complex 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, 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
**Required Qualifications**
* High School Diploma/GED or equivalent work experience
* 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 type at the speed of greater than or equal to 35-40+ WPM with an accuracy of 90%
* Must be 18 years of age or older
* 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 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 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
**What We Offer**
* Competitive hourly rate: $16.54 - $32.55 per hour (based on local labor markets, education, work experience, certifications, etc.)
* Comprehensive benefits package, including medical, dental, and vision coverage
* Incentive and recognition programs
* Equity stock purchase and 401(k) contribution (subject to eligibility requirements)
* Opportunities for career growth and professional development
* A dynamic and supportive work environment that values diversity, equity, and inclusion
**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 through our website. We're 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.
**Application Deadline**
This job posting will be live 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, Equity, and Inclusion**
At arenaflex, we believe that diversity creates a healthier atmosphere. We're 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.