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

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 dedicated to providing innovative solutions that improve the lives of our members. We're committed to creating a healthier future for everyone, and we're looking for talented individuals to join our team. If you're passionate about delivering exceptional customer service and making a meaningful impact in the healthcare industry, we want to hear from you.

Job Summary

We're seeking an experienced Customer Service Representative to join our Provider Support team. As a key member of our team, you'll be responsible for providing exceptional service to healthcare providers, resolving issues, and ensuring a seamless experience for our members. This is a full-time, remote opportunity in Tennessee, with a competitive salary and benefits package.

Primary Responsibilities

As a Customer Service Representative, you'll be responsible for:

• Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Service Providers in a multi-channel environment, including call, concurrent chat, as required
• Quickly and appropriately triage contacts from healthcare professionals, including physician offices, clinics, and billing offices
• Seek 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
• 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, 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

Required Qualifications

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+ years of customer service experience with analyzing and solving customer 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, including 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

While not required, we're looking for candidates with:

• Prior healthcare experience and knowledge of healthcare terminology
• Experience in a related environment, such as an office, call center, customer service, etc., using phones and computers as the primary job tools

Telecommuting Requirements

As a remote employee, you'll need to:

• 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

To succeed in this role, you'll need to possess:

• 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

Benefits and Perks

As a member of our team, you'll enjoy:

• Competitive salary and benefits package
• 11 weeks of paid training
• Opportunity to work in a dynamic and innovative healthcare company
• Collaborative and supportive work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance

Diversity and Inclusion

At arenaflex, we believe that diversity creates a healthier atmosphere. We're 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.

How to Apply

If you're passionate about delivering exceptional customer service and making a meaningful impact in the healthcare industry, we want to hear from you. Apply now to join our team and start Caring. Connecting. Growing together. Apply Job! Apply for this job