Experienced Customer Service Representative – Provider Call and Chat Support

At arenaflex, we're dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our team is passionate about making a difference in the lives of millions of people, and we're looking for talented individuals to join us on this mission. If you're ready to make a meaningful impact and grow your career in a dynamic and supportive environment, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading healthcare organization that's committed to delivering high-quality care and services to our members. We're a team of dedicated professionals who are passionate about making a difference in the lives of our customers. Our mission is to help people live healthier lives and make the healthcare system work better for everyone.

Job Summary

As an Experienced Customer Service Representative – Provider Call and Chat Support, you'll play a critical role in our organization by serving as the primary point of contact for healthcare providers. Your responsibilities will include resolving issues efficiently, often on the first call, and providing support through various channels like calls and chats. You'll need to navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction.

Key Responsibilities

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

• Service Providers in a multi-channel environment including call, dual chats, and email 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 experience in Customer Service 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
• This position involves handling provider calls or concurrent chats, with an expected volume of 50-70 calls/chats daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods
• Ability to work any of our 8-hour shift schedules during our normal business hours of 9:35AM – 6:05 PM CST. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some 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

Soft Skills

* Proficient in multi-tasking, including managing multiple conversations simultaneously

• Skilled in quickly resolving calls and messages, effectively preventing escalated complaints
• Strong time management skills
• High emotional intelligence and empathy
• Excellent active listening and comprehension abilities
• Exceptional written communication skills
• Demonstrated problem-solving, organizational, and interpersonal skills
• Proven track record of consistently achieving quality and productivity standards
• Typing Speed greater than or equal to 35-40 WPM with accuracy of 90%

Telecommuting Requirements

* Reside within the state of Texas

• 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

Benefits and Compensation

* 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.

• UnitedHealth Group complies with all minimum wage laws as applicable.
• In addition to your salary, UnitedHealth Group 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).

Work Environment and Culture

* arenaflex is a dynamic and supportive work environment that values diversity, equity, and inclusion.

• We're committed to creating a workplace culture that's inclusive, respectful, and empowering.
• Our team is passionate about making a difference in the lives of our customers, and we're looking for talented individuals who share our vision.

Career Growth Opportunities

* arenaflex offers a range of career growth opportunities, including training and development programs, mentorship, and promotions.

• We're committed to helping our employees grow and develop their careers, and we offer a range of resources and support to help you achieve your goals.

How to Apply

If you're a motivated and customer-focused individual who is passionate about making a difference in the lives of healthcare providers, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our online application system. We can't wait to hear from you! Apply for this job