Experienced 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 company that's dedicated to improving the lives of our members and the communities we serve. We're committed to creating a healthier future for everyone, and we're looking for talented individuals like you to help us achieve our mission. As a customer service representative, you'll play a crucial role in providing exceptional support to our healthcare providers, helping them navigate our systems and resolve issues efficiently.

Job Summary

We're seeking an experienced customer service representative to join our team in Florida. As a provider customer service call and chat representative, you'll be the primary point of contact for healthcare providers, resolving issues efficiently 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.

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 triage contacts from healthcare professionals, such as physician offices, clinics, and billing offices
• Seek to understand and identify the needs of the provider, answering questions and resolving issues, such as benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and 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

Requirements

* 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
• Available to work full-time (40 hours/week) Monday - Friday from 9:35am - 6:05pm Central / 10:35am - 7:05pm Eastern. It may be necessary, given the business need, to work some holidays, weekends, and/or overtime as business needs require

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
• Currently reside in Florida
• Presently employed within arenaflex Operations & Experience

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 greater than or equal to 35-40 WPM with accuracy of 90%

Telecommuting Requirements

* Reside within the state of Florida

• 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

Benefits

* Competitive hourly rate of $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 401k contribution
• Paid time off and holidays
• Opportunities for career growth and professional development

Work Environment

* Work from home in a dedicated workspace

• Collaborate with internal partners and healthcare providers through various channels, including calls, chats, and email
• Navigate multiple systems and tools to resolve issues and provide support
• Participate in ongoing training and development to enhance skills and knowledge

Why Join arenaflex?

* Make a difference in the lives of millions of people

• Work with a talented and dedicated team
• Enjoy a comprehensive benefits package and competitive compensation
• Opportunities for career growth and professional development
• Collaborate with internal partners and healthcare providers to resolve issues and provide support

How to Apply

If you're a motivated and customer-focused individual who is passionate about healthcare, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job