Experienced Full Stack Customer Service Representative – Healthcare Provider Support

At arenaflex, we're dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to make a positive impact on the lives of millions of people, and we're looking for talented individuals to join our team. If you're passionate about delivering exceptional customer service and making a difference in the lives of healthcare providers, we want to hear from you.

About arenaflex

arenaflex is a leading healthcare organization that's committed to providing innovative solutions to the complex challenges facing our healthcare system. We believe that everyone deserves access to quality care, regardless of their background or circumstances. Our team is dedicated to creating a healthier, more equitable world, and we're looking for like-minded individuals to join us on this journey.

Job Summary

We're seeking an experienced Full Stack Customer Service Representative to join our team. As a key member of our customer service team, you'll be responsible for providing exceptional support to healthcare providers, responding to their questions and concerns, and resolving issues in a timely and professional manner. This is a full-time, remote position that requires a strong commitment to customer service, a passion for learning, and a willingness to adapt to changing circumstances.

Primary Responsibilities

* Serve as the advocate for healthcare providers, demonstrating accountability and ownership to resolve issues

• Provide service to healthcare providers in a multi-channel environment, including phone calls, concurrent chats, and email
• Quickly and appropriately triage contacts from healthcare professionals, including physician offices, clinics, and billing offices
• Seek to understand and identify the needs of healthcare providers, answering questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
• Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls, escalations, and provider dissatisfaction
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to healthcare providers in a timely manner
• Strong multitasking skills to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business, provider types, and call types
• Influence healthcare 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 or equivalent work experience

• Must be 18 years of age or older
• 1 year 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 a 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, with occasional overtime, weekends, and holidays as needed

Preferred Qualifications

* Prior healthcare experience and knowledge of healthcare terminology

• Experience in a related environment, such as an office, call center, customer service, or related field, using phones and computers as primary job tools

Telecommuting Requirements

* Reside within the Central, Eastern, 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 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

* Competitive salary

• Comprehensive benefits package, including medical, dental, and vision insurance
• Incentive and recognition programs
• Equity stock purchase and 401(k) contribution (all benefits are subject to eligibility requirements)
• Opportunity for career growth and professional development

Diversity and Inclusion

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.

Application Instructions

If you're passionate about delivering exceptional customer service and making a difference in the lives of healthcare providers, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Application Deadline

This job posting will be open 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.

Join Our Team

At arenaflex, we're committed to creating a healthier, more equitable world. We're looking for talented individuals who share our passion for delivering exceptional customer service and making a positive impact on the lives of healthcare providers. If you're ready to join a dynamic team and make a difference, we want to hear from you. Apply for this job