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.
**Job Summary:**
As a Provider Customer Service Call and Chat Representative, you'll play a crucial role in the healthcare industry by serving as the primary point of contact for 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. Success in this role is measured by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time.
**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, dual chats, and email 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
**Essential 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'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 full-time (40 hours/week), Monday - Friday for any hours between 10:35 am - 7:05 pm CST. It may be necessary, given the business need, to work some holidays, weekends, and / OR overtime 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
* Health care experience and knowledge of healthcare terminology
**Soft Skills:**
* Proficient in multi-tasking, including managing multiple conversations simultaneously
* Skilled in quickly resolving calls and messages, effectively preventing escalated complaints
* Time management skills
* Emotional intelligence and empathy
* Active listening and comprehension abilities
* Written communication skills
* Problem-solving, organizational, and interpersonal skills
* Track record of consistently achieving quality and productivity standards
* Typing speed greater than OR equal to 35-40 WPM (words per minute) with accuracy of 90%
**Telecommuting Requirements:**
* Reside within Ohio
* 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
**Benefits and Compensation:**
* 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).
**Career Growth Opportunities and Learning Benefits:**
* arenaflex is committed to helping you grow and develop in your career. We offer a range of training and development programs to help you build new skills and advance in your role.
* arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity and promotes equal opportunities for all employees.
**Work Environment and Company Culture:**
* arenaflex is a dynamic and fast-paced work environment that requires flexibility and adaptability. We are committed to creating a work environment that is inclusive, supportive, and respectful of all employees.
* arenaflex is a company that values innovation, creativity, and collaboration. We encourage our employees to think outside the box and come up with new ideas and solutions to improve our business and services.
**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 through our website or by clicking on the "" button below.
We look forward to hearing from you!