Are you a customer service professional looking for a challenging and rewarding role that allows you to make a real difference in people's lives? Do you have a passion for delivering exceptional service and a knack for problem-solving? If so, we want to hear from you! arenaflex is seeking an experienced Provider Customer Service Call and Chat Representative to join our team of dedicated professionals who are simplifying the health care experience, creating healthier communities, and removing barriers to quality care.
**About arenaflex**
arenaflex is a leading health care company that is committed to helping people live healthier lives and making the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our mission is to create a healthier atmosphere by promoting diversity, equity, and inclusion in all aspects of our business.
**The Role**
As a Provider Customer Service Call and Chat Representative, you will be the advocate for providers, demonstrating accountability and ownership to resolve issues and deliver exceptional service. You will be responsible for providing responses to questions that may include benefits and eligibility, billing and payments, clinical authorizations, EOB, and behavioral health either by phone call or concurrent chat. You will also be required to work in a multi-channel environment, including call, concurrent chat, and other channels as required.
**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, 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
**Essential Qualifications**
* High School Diploma / GED OR equivalent work experience
* Must be 18 years of age OR older
* 1 year of customer service experience with 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
* 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 health care 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**
* 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
**Career Growth Opportunities and Learning Benefits**
* arenaflex offers a comprehensive training program that will equip you with the skills and knowledge you need to succeed in this role
* Opportunities for career growth and advancement within the company
* Access to ongoing training and development programs to help you continue to grow and develop in your career
* Collaborative and supportive work environment that encourages teamwork and open communication
**Work Environment and Company Culture**
* arenaflex is a remote-friendly company that offers the flexibility to work from anywhere within the U.S.
* Collaborative and supportive work environment that encourages teamwork and open communication
* Opportunities to work with a diverse group of professionals who share a passion for delivering exceptional service and making a real difference in people's lives
**Compensation, Perks, and Benefits**
* Competitive hourly rate based on experience and qualifications
* Comprehensive benefits package, including medical, dental, and vision insurance
* Incentive and recognition programs to reward your hard work and dedication
* Equity stock purchase and 401k contribution
* Paid time off and holidays
* Access to ongoing training and development programs to help you continue to grow and develop in your career
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and making a real difference in people's lives, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our online application system. We look forward to hearing from you!
**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.
**Application Deadline**
This job posting will be posted 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.