Experienced Customer Service Representative - Provider Support and Advocacy

At arenaflex, we're simplifying the healthcare 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 healthcare 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 healthcare company dedicated to improving the lives of millions of people. We believe that everyone deserves access to quality healthcare, regardless of their background or circumstances. Our mission is to create a healthier world by providing innovative solutions, advocating for our members, and promoting health equity. We're committed to diversity, equity, and inclusion, and we strive to create a workplace that reflects the communities we serve.

Job Summary

We're seeking an experienced Customer Service Representative to join our team in a remote setting. As a Provider Support and Advocacy Representative, you'll play a critical role in supporting healthcare providers who care for our members. You'll be responsible for providing exceptional customer service, resolving complex issues, and advocating for our providers. If you're passionate about healthcare, customer service, and making a difference in people's lives, we want to hear from you.

Primary Responsibilities

* Serve 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

Key Skills and Qualifications

* High School Diploma/GED or equivalent work experience

• Must be 18 years of age or older
• 1+ years 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 the speed of greater than or equal to 35-40+ WPM with an accuracy of 90%
• 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 Eastern, 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 an arenaflex-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

Benefits and Compensation

* Competitive hourly rate: $16.54 - $32.55 per hour (based on local labor markets, education, work experience, certifications, etc.)

• 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 professional development

Work Environment and Culture

* Remote work environment with flexibility to work from home

• Collaborative and supportive team culture
• Opportunities for professional growth and development
• Recognition and rewards for outstanding performance

How to Apply

If you're passionate about healthcare, customer service, and making a difference in people's lives, we want to hear from you. Apply now to join our team as a Customer Service Representative - Provider Support and Advocacy. Apply for this job