Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two calls or chats are ever the same? If so, we invite you to join arenaflex as a Provider Customer Service Call and Chat Representative, working remotely from the comfort of your own home in Arizona.
At arenaflex, we're 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 or circumstances. As a Provider Customer Service Call and Chat Representative, you'll play a vital role in delivering exceptional service to healthcare providers, helping them navigate our systems and resolve issues efficiently.
**About arenaflex**
arenaflex is a leading healthcare company that's dedicated to improving the lives of millions of people. We're a dynamic and innovative organization that's constantly seeking new ways to simplify the healthcare experience and make it more responsive, affordable, and equitable. Our team is passionate about delivering exceptional service and making a positive impact on the lives of our members and providers.
**Job Summary**
As a Provider Customer Service Call and Chat Representative, you'll be responsible for providing exceptional service to healthcare providers, responding to their questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health. You'll work in a multi-channel environment, using phone calls and concurrent chats to deliver service to our providers. You'll also be responsible for researching and resolving complex prior authorization and claim issues, collaborating with internal partners to ensure issues are resolved, and influencing providers to utilize self-service digital tools.
**Primary Responsibilities**
* Serve as the advocate for providers, demonstrating accountability and ownership to resolve issues
* Service providers in a multi-channel environment, including call and concurrent chat
* Quickly and appropriately triage contacts from healthcare professionals, seeking to understand and identify their needs
* Research and resolve complex prior authorization and claim issues, taking steps to avoid repeat calls/messages, escalations, and provider dissatisfaction
* Collaborate effectively with 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
**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, 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 (words per minute) with an accuracy of 90%
* Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 11:35 AM - 8:05 PM CST from Monday - Friday, with occasional overtime, weekends, and/or holidays
**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 Arizona
* 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 with consistently achieving quality and productivity standards
**What We Offer**
* 10 weeks of paid training
* Flexible work schedule, with the ability to work from home in Arizona
* Opportunity to work in a dynamic and innovative organization that's making a positive impact on the lives of millions of people
* Competitive compensation and benefits package
* Opportunities for career growth and development
* Collaborative and supportive work environment
**How to Apply**
If you're a customer service professional with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**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.
**Join Our Team**
At arenaflex, we're passionate about delivering exceptional service and making a positive impact on the lives of our members and providers. If you're a customer service professional with a passion for delivering exceptional experiences, we invite you to join our team. Apply today and start making a difference in the lives of millions of people!
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