Join arenaflex, a global organization that delivers care, aided by technology to help millions of people live healthier lives. As a Senior Customer Service Representative, you'll have the flexibility to telecommute from anywhere within the U.S. and take on challenging responsibilities that will directly improve health outcomes.
**About arenaflex**
arenaflex is a global leader in delivering care and improving health outcomes. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our culture is guided by diversity and inclusion, and we're committed to mitigating our impact on the environment and enabling equitable care that addresses health disparities.
**Job Summary**
As a Senior Customer Service Representative, you'll provide exceptional customer experiences to between 50 to 70 callers per day, while also serving as a resource or subject matter expert for your team members. You'll be responsible for handling escalated calls, resolving complex customer issues, and providing education and status on previously submitted pre-authorizations or pre-determination requests. You'll also be required to meet performance goals in areas such as efficiency, call quality, provider satisfaction, first call resolution, and attendance.
**Responsibilities**
* Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
* Handle escalated calls, resolving more complex customer issues in a one and done manner
* Answer incoming phone calls from customers and identify the type of assistance the customer needs
* Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
* Assist customers in navigating arenaflex websites and encourage and reassure them to become self-sufficient
* Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
* Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
* Provide education and status on previously submitted pre-authorizations or pre-determination requests
* Meet the performance goals established for the position in the areas of efficiency, call quality, provider satisfaction, first call resolution, and attendance
**Requirements**
* High school diploma / GED and/or equivalent years of working experience
* 18 years of age or older
* Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
* All new hires will be required 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 5:00am - 7:00pm local time. It may be necessary, given the business need, to work occasional overtime
* Ability to work on site per business need
**Preferred Qualifications**
* 1 year of Customer Service Representative (CSR) experience or 1 year of experience in an office setting, call center setting or phone support role
* Bilingual and fluent in English/Spanish
**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 arenaflex approved high-speed internet connection or leverage an existing high-speed internet service
**Soft Skills**
* Excellent verbal and written communication
* Strong time management and organizational skills
* Ability to incorporate frequent changes into workflow and consistently build on knowledge base
* Demonstrated ability to listen skillfully, collect relevant information, building rapport and respond to customers in a compassionate manner
* Proficient conflict management skills to resolve issues in a stressful situation
* 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
**Compensation and Benefits**
* Hourly range for this position is $16.54 - $32.55 per hour
* 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 global organization that delivers care, aided by technology to help millions of people live healthier lives
* Our culture is guided by diversity and inclusion, and we're committed to mitigating our impact on the environment and enabling equitable care that addresses health disparities
* We believe everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances
* Our work environment is collaborative, dynamic, and supportive, with opportunities for growth and development
**Application Instructions**
* To apply for this position, please visit our website at [insert website URL]
* Application deadline is [insert date]
* 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, and candidates are required to pass a drug test before beginning employment.