**Experienced Customer Service Representative - Telecommute in Indiana**

At arenaflex, we're simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system... of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us and start doing your life's best work.

• *About arenaflex**

arenaflex is a leading health care company that's dedicated to helping people live healthier lives and making the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

• *Job Summary**

We're seeking an experienced Customer Service Representative to join our team in Indiana. As a telecommuter, you'll have the flexibility to work from home and make a real difference in the lives of our members. In this role, you'll be responsible for providing exceptional customer service to our providers, answering questions, and resolving issues related to benefits, eligibility, billing, and clinical authorizations. If you're passionate about delivering outstanding customer service and have a strong desire to make a positive impact, we encourage you to apply.

• *Primary Responsibilities**

As a Customer Service Representative, you'll be responsible for:

• Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Service Providers in a multi-channel environment including call, concurrent chat, 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
• 1 year of customer service experience 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
• Typing Speed greater than or equal to 35-40 WPM with accuracy of 90%
• Ability to work full-time (40 hours/week) Monday - Friday between 10:35am – 7:05pm CST. It may be necessary, given the business need, to work some holidays, weekends, and/or overtime as business needs require
• Must be 18 years of age or older

• *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 health care experience and knowledge of healthcare terminology

• *Telecommuting Requirements**

• Reside within the state of Indiana
• 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

• *What We Offer**

• 10 weeks of paid training
• Opportunity to work in a dynamic and growing company
• Flexible work schedule with the ability to telecommute
• Competitive compensation and benefits package
• Opportunities for career growth and professional development
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance

• *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.

• *How to Apply**

If you're passionate about delivering exceptional customer service and have a strong desire to make a positive impact, we encourage you to apply. Please visit our website to submit your application.