At arenaflex, we're revolutionizing the healthcare experience, creating healthier communities, and removing barriers to quality care. As a Customer Service Representative, you'll play a vital role in delivering exceptional customer service, ensuring our members receive the support they need to thrive. Join us on a mission to make a meaningful impact in the lives of millions of people, and start doing your life's best work.
**About arenaflex**
arenaflex is a leading healthcare company dedicated to simplifying the healthcare experience. We're committed to creating a healthier world by removing barriers to quality care and empowering individuals to take control of their health. Our team is passionate about making a difference, and we're looking for like-minded individuals to join us on this journey.
**The Role**
As a Customer Service Representative, you'll be the face of arenaflex, providing empathetic and professional support to our members. You'll be responsible for:
* Addressing and resolving customer service calls in a timely and compassionate manner
* Accurately documenting, researching, and resolving all inquiries, ensuring clear and complete documentation
* Responding and resolving inquiries on the first call by identifying the topic and type of assistance the caller needs
* Monitoring and expeditiously closing any inquiries that require follow-up based on departmental guidelines
* Referring unresolved inquiries/Grievances to designated areas for investigation
* Owning problems through resolution on behalf of the caller in real-time or through comprehensive and timely follow-up with support resources/partner with others to resolve complex issues
* Intervening with care providers (doctor's offices) on behalf of participants (assist with appointment scheduling, access to care issues, etc.)
* Assisting providers with all levels of requests, ability to problem-solve through resolution
* Coordinating with field Care Team staff for issue elevation and resolution
* Maintaining up-to-date knowledge and understanding of claims policies, regulatory requirements, and guidelines
* Successfully utilizing all resources available to handle inquiries/multitask
* Meeting or exceeding individual and departmental quality standards/achieving performance goals
* Adhering, keeping updated, and utilizing all company guidelines, policies, and procedures
* Prioritizing and adjusting individual workload to ensure departmental goals are met
* Assuming responsibility for ad-hoc projects or functions that promote the future success of the operation
**What We Offer**
* Flexible telecommuting options, allowing you to work from anywhere within the U.S.
* Comprehensive training program to ensure your success
* Competitive hourly rate ($16.00 - $27.31 per hour, depending on location)
* Comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution (subject to eligibility requirements)
* Opportunities for career growth and development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
**Requirements**
* High School Diploma / GED or 10+ years of equivalent working experience
* 2+ years of customer service experience
* Ability to type a minimum of 40 words per minute
* Ability to work two evening shifts per week (typically 11am-8pm EST)
* Ability to work three holidays not observed by arenaflex (Day after Thanksgiving, Christmas Eve, New Year's Day)
* Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
* Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm CST. It may be necessary, given the business need, to work occasional overtime.
**Preferred Qualifications**
* 1+ years prior experience in an automatic call distribution call center setting
* Knowledge of CPT/ICD10 coding
* Knowledge of Medicare/Medicaid guidelines
**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 a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service.
**Soft Skills**
* Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manner, consistently meeting commitments)
* Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member
* Proficient problem-solving approach to quickly assess current state and formulate recommendations
* Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
* Flexibility to customize approach to meet all types of member communication styles and personalities
* Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
* Ability to work regularly scheduled shifts within our hours of operation, including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed.
**Diversity, Equity, and Inclusion**
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.
**Join Our Team**
If you're passionate about delivering exceptional customer service and making a meaningful impact in the lives of others, we encourage you to apply. As a Customer Service Representative at arenaflex, you'll have the opportunity to grow your career, develop new skills, and work in a dynamic and collaborative environment. Apply today and start doing your life's best work.