Experienced Customer Service Representative – Provider Support and Digital Engagement

At arenaflex, we're dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. As a leading healthcare organization, we're committed to making a positive impact on the lives of millions of people. If you're passionate about delivering exceptional customer service and making a difference in the lives of healthcare providers, we invite you to join our team as an Experienced Customer Service Representative – Provider Support and Digital Engagement.

About the Role:

As a key member of our Provider Customer Service team, you'll play a vital role in supporting healthcare providers who care for our members. Your primary responsibilities will include providing timely and accurate responses to provider inquiries, resolving issues, and promoting self-service digital tools to enhance the provider experience. You'll work in a fast-paced, dynamic environment, utilizing your exceptional communication and problem-solving skills to navigate complex healthcare systems and resolve issues efficiently.

Key Responsibilities:

* Serve as the advocate for healthcare providers, demonstrating accountability and ownership to resolve issues in a timely and professional manner

• Provide exceptional customer service in a multi-channel environment, including phone calls, concurrent chats, and email
• Quickly and accurately triage contacts from healthcare professionals, identifying the needs of the provider and resolving issues related to 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 prevent repeat calls, escalations, and provider dissatisfaction
• Collaborate effectively with internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Utilize strong multitasking skills to navigate multiple systems, extracting 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 promoting the benefits of the tool to enhance the provider experience

Essential Qualifications:

* High school diploma 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 a speed of 35-40 WPM with an accuracy of 90%
• Ability to work a full-time schedule (40 hours/week) with flexibility to work any 8-hour shift between 10:35 AM and 7:05 PM CST from Monday to Friday

Preferred Qualifications:

* Prior healthcare experience and knowledge of healthcare terminology

• Experience in a related environment, such as a call center, customer service, or office setting, using phones and computers as primary job tools

Soft Skills:

* Ability to multitask, 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

Telecommuting Requirements:

* Reside within the Central, Eastern, or Mountain Time Zone

• 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

Compensation and Benefits:

* Competitive salary

• Comprehensive benefits package, including medical, dental, and vision insurance
• Incentive and recognition programs
• Equity stock purchase and 401(k) contribution (subject to eligibility requirements)
• Opportunity for career growth and development in a dynamic and supportive environment

Diversity, Equity, and Inclusion:

At arenaflex, we're committed to creating a diverse, equitable, and inclusive work environment that reflects the communities we serve. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, identity, or income. We're 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.

How to Apply:

If you're passionate about delivering exceptional customer service and making a difference in the lives of healthcare providers, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online portal. We look forward to hearing from you! Apply Now Apply for this job