Experienced Customer Service Representative – Provider Support and Advocacy

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 and start doing your life's best work.

About arenaflex

arenaflex is a leading healthcare organization dedicated to providing innovative solutions that improve the lives of our members. We're committed to creating a healthier tomorrow by addressing the complex challenges facing our healthcare system. Our team of passionate professionals is driven by a shared vision of delivering exceptional care and service to our members, providers, and communities.

Job Summary

We're seeking an experienced Customer Service Representative to join our team in a remote capacity. As a key member of our Provider Support and Advocacy team, you'll play a critical role in delivering exceptional service to our healthcare providers, resolving complex issues, and advocating on their behalf. If you're a customer service professional with a passion for healthcare and a drive to make a difference, we encourage you to apply.

Primary Responsibilities

As a Customer Service Representative, you'll be responsible for:

• Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Providing service to providers in a multi-channel environment, including calls, concurrent chats, and emails
• Quickly and appropriately triaging contacts from healthcare professionals, including physician offices, clinics, and billing offices
• Seeking 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
• Researching and dissecting complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls, escalations, and provider dissatisfaction
• Collaborating 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
• Influencing 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

To be successful in this role, you'll need:

• A high school diploma or equivalent work experience
• At least one 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
• The ability to type at a speed of greater than or equal to 35-40 WPM with an accuracy of 90%
• Must be 18 years of age or older
• 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 based on business need

Preferred Qualifications

While not required, we encourage applicants with:

• Prior healthcare experience and knowledge of healthcare terminology
• Experience in a related environment, such as an office, call center, customer service, or similar role, using phones and computers as primary job tools

Telecommuting Requirements

To work remotely, you'll need to:

• Reside within the Eastern, Central, or Mountain Time Zone
• Ability to keep all company-sensitive documents secure (if applicable)
• Establish a dedicated work area that is separated from other living areas and provides information privacy
• Live in a location that can receive an arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

As a Customer Service Representative, you'll need to possess:

• Ability to multitask, 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

arenaflex offers a comprehensive benefits package, including:

• Competitive hourly rate ($16.54 - $32.55 per hour, based on location and experience)
• Comprehensive benefits package, including medical, dental, and vision coverage
• Incentive and recognition programs
• Equity stock purchase and 401(k) contribution (subject to eligibility requirements)
• Opportunities for career growth and professional development

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.

Diversity, Equity, 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.

Drug-Free Workplace

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Apply Now

If you're a motivated and customer-focused professional looking to make a difference in the healthcare industry, we encourage you to apply for this exciting opportunity. Apply for this job