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 to improve the lives of our members. We're committed to creating a healthier world by removing barriers to quality care and making healthcare more accessible, affordable, and equitable. Our mission is to help people live healthier lives and make the health system work better for everyone.
**Job Summary**
We're seeking an experienced Customer Service Representative to join our team in providing exceptional support to healthcare providers. As a key member of our team, you'll be responsible for resolving issues, answering questions, and providing timely and accurate information to providers. You'll work in a fast-paced, dynamic environment, using your excellent communication and problem-solving skills to deliver top-notch service.
**Primary Responsibilities**
- Serve 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 (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
**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 concerns
- Experience with computer and Windows PC applications, which includes 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 an arenaflex-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
**Compensation and Benefits**
- Competitive hourly rate based on local labor markets, education, work experience, certifications, etc.
- Comprehensive benefits package, including medical, dental, and vision insurance
- Incentive and recognition programs
- Equity stock purchase and 401(k) contribution (all benefits are subject to eligibility requirements)
- Opportunities for career growth and professional development
**Work Environment and Culture**
- arenaflex is a dynamic and fast-paced environment that values innovation, collaboration, and customer satisfaction
- Our team is passionate about making a difference in the lives of our members and providers
- We offer a flexible and supportive work environment that encourages work-life balance
- arenaflex is committed to diversity, equity, and inclusion, and we welcome applicants from diverse backgrounds
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to reviewing your application and discussing this opportunity 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, 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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