Are you a customer service professional looking for a challenging and rewarding role that makes a real difference in people's lives? Do you have a passion for delivering exceptional service and resolving complex issues? If so, we invite you to join arenaflex, a leading healthcare company dedicated to simplifying the healthcare experience and creating healthier communities.
As an Experienced Customer Service Representative - Provider Support, you will play a vital role in supporting healthcare providers who care for arenaflex members. You will be responsible for providing timely and accurate responses to questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health. Your expertise and empathy will make a significant impact on the lives of millions of people, and you will be part of a team that is shaping the future of healthcare.
**About arenaflex**
arenaflex is a dynamic and innovative company that is committed to making a positive impact on people's lives. We believe that everyone deserves access to quality healthcare, and we are dedicated to removing barriers to care and creating healthier communities. Our mission is to help people live healthier lives and make the health system work better for everyone.
**Job Summary**
As an Experienced Customer Service Representative - Provider Support, you will be responsible for:
* Serving as the advocate for healthcare providers by demonstrating accountability and ownership to resolve issues
* Providing timely and accurate responses to questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
* Quickly and appropriately triaging contacts from healthcare professionals (i.e., physician offices, clinics, billing offices)
* Seeking to understand and identify the needs of the provider, answering questions and resolving issues
* 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
* 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
**Key Responsibilities**
* Serve as the advocate for healthcare providers by demonstrating accountability and ownership to resolve issues
* Provide timely and accurate responses to questions and resolve issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
* 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
* 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
**Requirements**
* High School Diploma/GED or equivalent work experience
* 1+ years 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 with an accuracy of 90%
* Must be 18 years of age or older
* 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**
* Reside within Central 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.
**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**
* Competitive hourly rate: $16.54 - $32.55 per hour (Colorado Residents Only)
* Comprehensive benefits package, including medical, dental, and vision insurance
* Incentive and recognition programs
* Equity stock purchase
* 401(k) contribution
* Paid time off and holidays
* Opportunities for career growth and professional development
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, 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!
**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.
**Application Deadline**
This job posting will be posted 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.