Experienced Customer Service Representative – Provider Support – Remote Opportunity in Tennessee

At arenaflex, we're simplifying the health care 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 health care system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

Job Summary:

We're seeking an experienced Customer Service Representative to join our team in Tennessee. As a Provider Customer Service Call and Chat 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 call and concurrent chat, and quickly and appropriately triage contacts from healthcare professionals. If you're a customer service professional with a passion for healthcare and a knack for problem-solving, we want to hear from you.

About arenaflex:

arenaflex is a leading health care company that's committed to helping people live healthier lives and making the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our mission is to help people navigate the complex health care system and get the care they need.

Primary Responsibilities:

As a Provider Customer Service Call and Chat Representative, you will be responsible for:

• Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Serving providers in a multi-channel environment, including call and concurrent chat, as required
• Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices)
• Seeking 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)
• 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

Required Qualifications:

* High School Diploma/GED or equivalent work experience

• Must be 18 years of age or older
• 1+ years of customer service experience with analyzing and solving customer's concerns
• Ability to type at the speed of greater than or equal to 35-40+ WPM with an accuracy of 90%
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 9 AM - 5:35 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 health care 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 the state of TN

• 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
• All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy

About Our Culture:

At arenaflex, we're committed to creating a culture that's inclusive, diverse, and supportive. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our mission is to help people navigate the complex health care system and get the care they need.

Benefits and Perks:

* 11 weeks of paid training

• Full-time (40 hours/week) position with flexibility to work any 8-hour shift between 9 AM - 5:35 PM CST from Monday - Friday
• Occasional overtime, weekends, and/or some holidays based on business need
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Opportunities for career growth and professional development

How to Apply:

If you're a customer service professional with a passion for healthcare and a knack for problem-solving, we want to hear from you. Please submit your application, including your resume and a cover letter, through our website.

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. Apply Job! Apply for this job