Are you a customer service professional looking for a new challenge? Do you have a passion for delivering exceptional service and making a real difference in people's lives? If so, we invite you to join arenaflex as an Experienced Provider Customer Service Call and Chat Representative. This is an exciting opportunity to work in a dynamic and supportive environment, where you'll have the chance to grow your skills, advance your career, and make a meaningful impact on the lives of millions of people.
**About arenaflex**
arenaflex is a leading healthcare company that's simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. We're committed to making a positive difference in people's lives, and we're looking for talented individuals like you to join our team. As a remote employee, you'll have the flexibility to work from home, while still being part of a vibrant and collaborative community.
**Job Summary**
As an Experienced Provider Customer Service Call and Chat Representative, you'll be the advocate for providers, demonstrating accountability and ownership to resolve issues. You'll work in a multi-channel environment, including call and concurrent chat, to provide exceptional service to healthcare professionals. 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 call and concurrent chat
* 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, such as benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
* Researching and dissecting complex prior authorization and claim issues, and 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
**Requirements**
To be successful in this role, you'll need:
* 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 9AM-5:30 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**
* Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools
* Prior healthcare experience and knowledge of healthcare terminology
**Telecommuting Requirements**
* Reside within the state of Tennessee
* 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**
As an Experienced Provider Customer Service Call and Chat Representative at arenaflex, you'll enjoy a competitive salary, comprehensive benefits, and opportunities for career growth and development. You'll also be part of a dynamic and supportive team that's passionate about making a difference in people's lives.
**How to Apply**
If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We're excited to review your application and look forward to the opportunity to discuss this role further.
**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.