Experienced Provider Customer Service Call and Chat Representative – Health Care Industry Expertise

Are you passionate about delivering exceptional customer service and making a meaningful impact in the healthcare industry? Do you thrive in a dynamic, fast-paced environment where no two calls or chats are ever the same? If so, we invite you to join arenaflex, a leading health care company dedicated to simplifying the health care experience, creating healthier communities, and removing barriers to quality care. As a Provider Customer Service Call and Chat Representative at arenaflex, you will play a vital role in serving as the primary point of contact for healthcare providers, resolving issues efficiently, and providing support through various channels like calls and chats. Your expertise will be essential in navigating multiple systems, collaborating with internal partners, and promoting self-service digital tools to enhance provider satisfaction.

About arenaflex

arenaflex is a forward-thinking health care company that is committed to making a positive impact on the lives of millions of people. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, location, or income. Our company culture values diversity, equity, and inclusion, and we are dedicated to creating a workplace that is welcoming and inclusive for all employees.

Key Responsibilities

As a Provider Customer Service Call and Chat Representative at arenaflex, your primary responsibilities will include:

• Serving 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

To be successful in this role, you will need to possess the following 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
• 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

While not required, the following qualifications are preferred:

• 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 FL, TX, OH, NC, TN, AZ, NM, IN, CO, or VA

Soft Skills

To excel in this role, you will need to possess the following 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

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to helping our employees grow and develop their careers. As a Provider Customer Service Call and Chat Representative, you will have access to a range of training and development opportunities, including:

• 11 weeks of paid training
• Ongoing coaching and feedback
• Opportunities for career advancement and professional growth
• Access to a range of training programs and resources to help you develop your skills and knowledge

Work Environment and Company Culture

As a remote employee at arenaflex, you will have the flexibility to work from the comfort of your own home. Our company culture values flexibility, autonomy, and work-life balance, and we are committed to creating a workplace that is welcoming and inclusive for all employees.

Compensation, Perks, and Benefits

As a Provider Customer Service Call and Chat Representative at arenaflex, you will be rewarded with a competitive hourly rate of $16.88 to $33.22 per hour, based on full-time employment. In addition to your salary, you will also be eligible for a range of benefits, including:

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution
• Paid time off and holidays
• Access to a range of employee discounts and perks

How to Apply

If you are passionate about delivering exceptional customer service and making a meaningful impact in the healthcare industry, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

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.

Drug-Free Workplace

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

Telecommuting Requirements

To work remotely, you will need to meet the following 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

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