Experienced Customer Service Representative - Provider Support - Remote in New Mexico

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 and start doing your life's best work.

About arenaflex

arenaflex is a leading health care company that's dedicated to improving the lives of our members and the communities we serve. We're committed to creating a healthier world, one person at a time. Our team of passionate and dedicated professionals is working tirelessly to make a difference in the lives of millions of people. If you're looking for a challenging and rewarding career, where you can make a real impact, then arenaflex is the perfect place for you.

Job Summary

We're seeking an experienced Customer Service Representative to join our team in New Mexico. As a Customer Service Representative, you'll be the advocate for our providers, demonstrating accountability and ownership to resolve issues. You'll be responsible for serving providers in a multi-channel environment, including call and concurrent chat, and will work to quickly and appropriately triage contacts from healthcare professionals. You'll also be responsible for 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.

Primary Responsibilities

* Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues

• Service 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)
• 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 year of customer service experience with analyzing and solving customer's 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 (words per minute) with an accuracy of 90%
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 9:35 AM - 6:05 PM CST from Monday - Friday. It may be necessary, given the business need, to work some 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 health care experience and knowledge of healthcare terminology

Telecommuting Requirements

* Reside within the state of New Mexico

• 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 on-the-job training

• Competitive salary and benefits package
• Opportunities for career growth and advancement
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and development programs
• Access to the latest technology and tools
• Flexible work arrangements, including remote work options

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, and we're working tirelessly to make that a reality. Our team is passionate about making a difference in the lives of our members and the communities we serve. If you're looking for a challenging and rewarding career, where you can make a real impact, then arenaflex is the perfect place for you.

How to Apply

If you're ready to join our team and start making a difference, then apply now! We can't wait to hear from you. Apply Job! Apply for this job