Experienced Customer Service Representative - Healthcare Provider Support

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.

Job Summary:

We're seeking an experienced Customer Service Representative to join our team at arenaflex. As a key member of our Provider Customer Services team, you will be responsible for providing exceptional support to healthcare providers, responding to their inquiries, and resolving issues in a timely and professional manner. This is a full-time, remote position, offering the flexibility to work from anywhere within the U.S. and enjoy a comprehensive benefits package.

About arenaflex:

arenaflex is a leading healthcare organization dedicated to improving the lives of millions of people. We believe in creating a healthier atmosphere by fostering diversity, equity, and inclusion. Our mission is to help people live healthier lives and make the healthcare system work better for everyone. We're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Primary Responsibilities:

As a Customer Service Representative, you will be responsible for:

• Serving as the advocate for healthcare providers by demonstrating accountability and ownership to resolve issues
• Providing exceptional support to healthcare providers through multiple channels, including phone calls, concurrent chats, and email
• Quickly and appropriately triaging contacts from healthcare professionals, including physician offices, clinics, and billing offices
• Seeking to understand and identify the needs of the provider, answering questions, and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
• Researching and dissecting complex prior authorization and claim issues, taking appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction
• Collaborating 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
• Influencing 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 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 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:

* 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

Compensation and Benefits:

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors, including but not limited to local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable. In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

Career Growth Opportunities:

arenaflex offers a range of career growth opportunities, including training and development programs, mentorship, and opportunities for advancement. Our goal is to help you grow and develop your skills, so you can achieve your career goals and make a meaningful impact in the healthcare industry.

Work Environment and Company Culture:

arenaflex is a dynamic and inclusive work environment that values diversity, equity, and inclusion. We're committed to creating a healthy and supportive work environment that fosters collaboration, innovation, and growth. Our company culture is built on the principles of respect, empathy, and open communication.

How to Apply:

If you're a motivated and customer-focused individual who is passionate about making a difference in the healthcare industry, 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 hearing from you!

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.

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. Apply for this job