**Join arenaflex, a leading healthcare organization, in shaping the future of healthcare by delivering exceptional customer service and advocacy to our provider partners. As a key member of our team, you will play a vital role in ensuring the seamless experience of our healthcare providers, empowering them to focus on what matters most – delivering quality care to their patients.**
**About arenaflex**
At arenaflex, we're committed to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. 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 team is passionate about making a difference, and we're looking for like-minded individuals to join us on this journey.
**Job Summary**
As an Experienced Customer Service Representative – Provider Support and Advocacy, you will be responsible for providing exceptional service to our healthcare providers, addressing their questions, concerns, and issues in a timely and professional manner. You will be the advocate for our providers, demonstrating accountability and ownership to resolve issues, and seeking to understand and identify their needs. Your primary responsibilities will include:
* 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 to avoid repeat calls/messages, 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 (C&S, M&R, E&I) 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**
* High School Diploma/GED or equivalent work experience
* Must be 18 years of age or older
* 1 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
* Ability to type at the speed of greater than or equal to 35-40 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 - 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 (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools
**Telecommuting Requirements**
* Reside within CST, EST, or MST
* 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**
* Competitive hourly rate: $16.54 to $32.55 per hour (based on location, experience, and qualifications)
* Comprehensive benefits package, including medical, dental, and vision insurance
* Incentive and recognition programs
* Equity stock purchase and 401(k) contribution (subject to eligibility requirements)
* Opportunity to work in a dynamic and growing organization
* Collaborative and supportive work environment
* Professional development and growth opportunities
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about making a difference in the lives of our healthcare providers, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications and next steps.
**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, and candidates are required to pass a drug test before beginning employment.
**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.
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