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 to start Caring. Connecting. Growing together.

About arenaflex

arenaflex is a leading healthcare organization dedicated to improving the lives of millions of people. We believe that everyone deserves access to quality healthcare, regardless of their background or circumstances. Our mission is to create a healthier world by providing innovative solutions, advocating for our members, and fostering a culture of empathy and understanding.

Job Summary

We're seeking an experienced Customer Service Representative to join our team of dedicated professionals. As a Provider Support and Advocacy Representative, you will be the advocate for providers, demonstrating accountability and ownership to resolve issues. You will serve providers in a multi-channel environment, including calls, concurrent chats, and emails. Your primary responsibility will be to provide exceptional customer service, answering questions, and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health.

Key Responsibilities

- Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues - Service providers in a multi-channel environment, including calls, concurrent chats, and emails - Quickly and appropriately triage contacts from healthcare professionals, including physician offices, clinics, and billing offices - Seek to understand and identify the needs of the provider, answering questions and resolving issues - Research and dissect complex prior authorization and claim issues, taking 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

Required Qualifications

- High School Diploma or equivalent work experience - Must be 18 years of age or older - 1+ years 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 the speed of greater than or equal to 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 to Friday. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays based on business need.

Preferred Qualifications

- Prior healthcare experience and knowledge of healthcare terminology - Experience in a related environment, such as an office, call center, customer service, etc., using phones and computers as the primary job tools

Telecommuting Requirements

- 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

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

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our employees' growth and development. As a Customer Service Representative, you will have access to: - Comprehensive training programs to enhance your skills and knowledge - Opportunities for career advancement and professional growth - A supportive and collaborative work environment - Access to cutting-edge technology and tools to help you succeed - A competitive salary and benefits package, including health insurance, retirement plans, and paid time off

Work Environment and Company Culture

arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. We believe that everyone deserves access to quality healthcare, regardless of their background or circumstances. Our company culture is built on the principles of empathy, understanding, and collaboration. We strive to create a work environment that is supportive, inclusive, and respectful of all employees.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and benefits package, including: - Hourly range: $16.88 to $33.22 per hour based on full-time employment - Comprehensive benefits package, including health insurance, retirement plans, and paid time off - Incentive and recognition programs to reward your hard work and dedication - Equity stock purchase and 401(k) contribution - Access to a range of employee discounts and perks

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 submit your application, including your resume and a cover letter, through our website. We look forward to hearing from you!

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.

Application Deadline

This job posting will be posted 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. Apply for this job