Experienced Full Stack Customer Service Representative – Health Care Provider Support

At arenaflex, we're simplifying the health care 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 health care 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 health care organization dedicated to providing innovative solutions that improve the lives of our members. We're committed to creating a healthier world by addressing the complex challenges facing our health care system. Our team of passionate professionals is driven by a shared vision of making a meaningful difference in the lives of others.

Job Summary

We're seeking an experienced Full Stack Customer Service Representative to join our team in Indiana. As a key member of our provider support team, you'll play a vital role in delivering exceptional service to our health care providers. You'll be responsible for resolving complex issues, providing timely and accurate information, and ensuring that our providers have the support they need to deliver high-quality care.

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 (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

Required Qualifications

* High School Diploma/GED or equivalent work experience

• 1 year 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
• Typing Speed greater than or equal to 35-40 WPM with accuracy of 90%
• Ability to work full-time (40 hours/week) Monday - Friday between 10:35am – 7:05pm CST. It may be necessary, given the business need, to work some holidays, weekends, and or overtime as business needs require
• Must be 18 years of age or older

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 health care experience and knowledge of healthcare terminology

Telecommuting Requirements

* Reside within the state of Indiana

• 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

What We Offer

* 10 weeks of paid training

• Full-time (40 hours/week) Monday - Friday schedule with flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST
• Opportunities for career growth and development
• Collaborative and dynamic work environment
• Competitive compensation and benefits package
• Recognition and rewards for outstanding performance

About Our Culture

At arenaflex, we're committed to creating a culture that values diversity, equity, and inclusion. We believe that everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. We're dedicated to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

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.

How to Apply

If you're passionate about making a difference in the lives of others and are looking for a challenging and rewarding career opportunity, we encourage you to apply for this role. Please visit our website to submit your application and join our team of dedicated professionals at arenaflex. Apply for this job