Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two calls or chats are ever the same? If so, we invite you to join arenaflex as a Provider Customer Service Call and Chat Representative, working from the comfort of your own home.
At arenaflex, we're committed to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our team of dedicated professionals is making a real difference in the lives of millions of people, and we're looking for talented individuals like you to join our mission.
**Job Highlights:**
* Full-time, remote position with a competitive salary
* Immediate openings available
* 40 hours/week, Monday-Friday, with flexibility to work any 8-hour shift between 9:00 AM - 5:30 PM CST
* 12 weeks of paid training, conducted virtually from your home
* Opportunity to telecommute from within the state of Tennessee
* Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
**Primary Responsibilities:**
* Serve as the advocate for providers, demonstrating accountability and ownership to resolve issues
* Provide exceptional service to providers in a multi-channel environment, including call and concurrent chat
* Quickly and appropriately triage contacts from healthcare professionals, seeking to understand and identify their needs
* Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and 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
* 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 9 AM - 5:30 PM CST from Monday - Friday, with 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
* Prior healthcare experience and knowledge of healthcare terminology
**Telecommuting Requirements:**
* Reside within the state of Tennessee
* 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
**Why Join arenaflex?**
* Opportunity to work with a leading healthcare organization, making a real difference in the lives of millions of people
* Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
* Flexible work arrangements, including telecommuting from within the state of Tennessee
* Opportunities for career growth and development, with a focus on employee engagement and satisfaction
* Collaborative and dynamic work environment, with a team of dedicated professionals who share your passion for delivering exceptional customer experiences
**How to Apply:**
If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together.