Experienced Full Stack 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 millions of people. We're committed to creating a healthier world by providing innovative solutions, exceptional care, and unparalleled customer service. 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 Full Stack Customer Service Representative to join our team. As a key member of our customer service team, you'll play a crucial role in providing exceptional support to healthcare providers. You'll be responsible for resolving issues efficiently, often on the first call, and providing support through various channels like calls and chats. Your success will be measured by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time.

Responsibilities

* Serve as the advocate for healthcare 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 contact 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 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 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, 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, including the ability to navigate and learn new and complex computer system applications
• Ability to work full-time (40 hours/week) Monday - Friday, with flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:35am - 7:05pm CST
• Ability to work occasional overtime, as needed

Preferred Qualifications

* Experience in a related environment, such as office, call center, customer service, etc., using phones and computers as primary job tools

• Healthcare experience and knowledge of healthcare terminology
• 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 is greater than or equal to 35-40 WPM with accuracy of 90%

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

Compensation and Benefits

* Pay is based on several factors, including local labor markets, education, work experience, certifications, etc.

• In addition to your salary, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements)
• The hourly pay for this role will range from $17.74 - $31.63 per hour based on full-time employment

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.

About arenaflex's Culture

arenaflex is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

How to Apply

If you're passionate about making a difference in the lives of millions of people, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our mission to simplify the healthcare experience. Apply for this job