Experienced Full Stack Customer Service Representative – Healthcare Provider Support

At arenaflex, we're revolutionizing the healthcare experience by creating healthier communities and removing barriers to quality care. As a Provider Customer Service Call and Chat Representative, you'll play a vital 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.

About arenaflex

arenaflex is a leading healthcare company that's committed to making a positive impact on people's lives. We believe that everyone deserves access to quality healthcare, regardless of their background or circumstances. Our mission is to simplify the healthcare experience, create healthier communities, and remove barriers to quality care. We're a dynamic and innovative company that's always looking for talented individuals to join our team.

Job Summary

As a Provider Customer Service Call and Chat Representative, you'll be responsible for providing exceptional customer service to healthcare providers through various channels, including calls and chats. You'll need to navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction. Your success will be measured by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time.

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

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 full-time (40 hours/week), Monday - Friday, during our normal business hours of 9:35am - 6:05pm CST, including the flexibility to work occasional overtime, weekends, and / OR some holidays, based on business need

Preferred Qualifications

* Presently employed within UHC Operations & Experience (Also known as UHC 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)

• Health care 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 DC, VA or MD

• 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

* Skilled in quickly resolving calls and messages, effectively preventing escalated complaints

• Demonstrated problem-solving, organizational, and interpersonal skills
• Exceptional written communication skills
• Strong time management skills
• Excellent active listening and comprehension abilities
• Proficient in multi-tasking, including managing multiple conversations simultaneously
• Typing Speed greater than or equal to 35-40 WPM with accuracy of 90%
• Proven track record of consistently achieving quality and productivity standards
• High emotional intelligence and empathy

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).

About Our Culture

At arenaflex, we're committed to creating a culture that's inclusive, diverse, and supportive. We believe that everyone deserves to work in an environment that's free from bias and discrimination. We're a company that's passionate about making a positive impact on people's lives, and we're always looking for talented individuals to join our team.

How to Apply

If you're a motivated and customer-focused individual who's passionate about making a difference in people's lives, we'd love to hear from you. Please submit your application through our website or by clicking on the link below. Apply for this job We can't wait to hear from you! Apply for this job