Experienced Provider Customer Service Call and Chat Representative – Healthcare Industry Expert

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 helping people live healthier lives and making the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. Our mission is to help people live healthier lives and make the health system work better for everyone. We're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

Job Summary

As a Provider Customer Service Call and Chat Representative at arenaflex, you'll play a crucial role in the healthcare industry by serving as the primary point of contact for healthcare providers. Your responsibilities will include resolving issues efficiently, often on the first call, and providing support through various channels like calls and chats. You'll need to navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction. Success in this role is measured by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time.

Key Responsibilities

* Serve as the advocate for 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 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

Essential Qualifications

* 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, which includes the ability to navigate and learn new and complex computer system applications
• This position involves handling provider calls or concurrent chats, with an expected volume of 50 - 70 calls / chats daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods
• Ability to work full-time (40 hours/week), Monday - Friday, during our normal business hours of 10:35am - 7:05pm CST, including the flexibility to work occasional overtime, weekends, and/or some holidays, based on the business need

Preferred Qualifications

* Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools

• Health care experience and knowledge of healthcare terminology
• Currently reside within the Central, Mountain, or Eastern Time Zone

Telecommuting Requirements

* Reside within the Central, Mountain, or Eastern 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

* Proficient in multi-tasking, including managing multiple conversations simultaneously

• Skilled in quickly resolving calls and messages, effectively preventing escalated complaints
• Strong time management skills
• Exceptional written communication skills
• Demonstrated problem-solving, organizational, and interpersonal skills
• Excellent active listening and comprehension abilities
• Proven track record of consistently achieving quality and productivity standards
• Typing Speed greater than OR equal to 35-40 WPM with an accuracy of 90%
• High emotional intelligence and empathy

Compensation and Benefits

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable. In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).

Career Growth Opportunities and Learning Benefits

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. arenaflex is committed to helping you grow and develop your skills and knowledge, with opportunities for training, mentorship, and career advancement.

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that values innovation, collaboration, and customer satisfaction. We're committed to creating a workplace culture that's inclusive, diverse, and supportive of our employees' well-being and success. Our company culture is built on a foundation of respect, empathy, and open communication, and we're proud to be an Equal Employment Opportunity employer under applicable law.

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.

How to Apply

If you're a motivated and customer-focused individual who's passionate about making a difference in the healthcare industry, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our website. We can't wait to hear from you! Apply for this job