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 and start doing your life's best work.
**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 like you to join our team. As a Provider Customer Service Call and Chat Representative, you'll play a critical role in supporting our providers and members, ensuring they receive the best possible care.
**Job Summary**
We're seeking an experienced Provider Customer Service Call and Chat Representative to join our team in Indiana. As a telecommuter, you'll have the flexibility to work from home and enjoy a better work-life balance. In this role, you'll be responsible for providing exceptional customer service to our providers, resolving issues, and answering questions related to benefits, eligibility, billing, and clinical authorizations. If you're passionate about delivering outstanding customer service and have a strong background in healthcare, we want to hear from you.
**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, 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, taking appropriate steps to resolve identified issues and 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**
* High School Diploma/GED or equivalent work experience
* 1 year of customer service experience 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
* Typing speed greater than or equal to 35-40 WPM with accuracy of 90%
* Ability to work full-time (40 hours/week) Monday - Friday between 10:35am – 7:05pm CST, with occasional overtime, weekends, and holidays as business needs require
* Must be 18 years of age or older
**Preferred Qualifications**
* Experience in a related environment, such as 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 Indiana
* 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**
* 10 weeks of paid training
* Flexible work schedule, including telecommuting options
* Opportunities for career growth and development
* Competitive compensation and benefits package
* Recognition and rewards for outstanding performance
* Collaborative and dynamic work environment
* Commitment to diversity, equity, and inclusion
**About arenaflex's Culture**
arenaflex is a company that values diversity, equity, and inclusion. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. We're committed to creating a workplace that is inclusive, respectful, and supportive of all employees. Our culture is built on the principles of empathy, compassion, and understanding, and we're looking for individuals who share these values.
**How to Apply**
If you're passionate about delivering exceptional customer service and have a strong background in healthcare, we want to hear from you. Apply now to become a part of our team and start doing your life's best work.
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