Experienced Full Stack Customer Service Representative – Healthcare Provider Support

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 to start Caring. Connecting. Growing together.

About arenaflex

arenaflex is a leading healthcare company that's dedicated to improving the lives of millions of people. We're a dynamic and innovative organization that's committed to creating a healthier future for all. Our mission is to help people live healthier lives and make the healthcare system work better for everyone. We believe that everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life.

Job Description

We're seeking an experienced Full Stack Customer Service Representative to join our team in Maryland Heights, MO. As a key member of our customer service team, you'll play a crucial role in providing exceptional support to healthcare providers. Your responsibilities will include resolving issues efficiently, often on the first call, and providing support through various channels like calls and chats. You'll need to navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction.

Key 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

Requirements

- High School Diploma/GED OR equivalent work experience - Must be 18 years of age OR older - 1+ years 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 - This position involves handling provider calls or concurrent chats, with an expected volume of 50-70 calls/chats daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods - 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

- Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools - Healthcare experience and knowledge of healthcare terminology - Currently reside within IN, TX, FL, TN, NC, NM - Presently employed within arenaflex Operations & Experience. (Also known as arenaflex Benefit Operations. Use Sparq to confirm your alignment in 3 quick steps: 1) From the, click “My Profile”. 2) Click “Organization Chart”. 3) Look upward on the org chart to confirm that you report through Mike Baker)

Soft Skills

- Proficient in multi-tasking, including managing multiple conversations simultaneously - Skilled in quickly resolving calls and messages, effectively preventing escalated complaints - Demonstrated time management skills - High emotional intelligence and empathy - Active listening and comprehension abilities - Exceptional written communication skills - Demonstrated problem-solving, organizational, and interpersonal skills - Proven track record of consistently achieving quality and productivity standards - Typing Speed greater than or equal to 35-40 WPM with accuracy of 90%

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

Compensation and Benefits

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable. In addition to your salary, arenaflex 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).

Diversity 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.

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.

How to Apply

If you're a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job