At arenaflex, we're simplifying the health care 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 health care 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 health care company dedicated to providing innovative solutions that improve the lives of our members. We're committed to creating a healthier environment for everyone, regardless of their background or circumstances. Our mission is to help people live healthier lives and make the health system work better for everyone.
**Job Summary**
We're seeking an experienced Customer Service Representative to join our team in Arizona. As a Provider Support Representative, you'll be the advocate for providers, demonstrating accountability and ownership to resolve issues. You'll work in a multi-channel environment, including call and concurrent chat, to provide exceptional service to healthcare professionals. If you're passionate about delivering top-notch customer service and have a knack for problem-solving, we want to hear from you.
**Primary Responsibilities**
* Serves 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
**Required Qualifications**
* High School Diploma/GED OR equivalent work experience
* Must be 18 years of age OR older
* 1 year 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
* Ability to type at the speed of greater than OR equal to 35-40 WPM (words per minute) with an accuracy of 90%
* Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 11:35 AM - 8:05 PM CST from Monday - Friday. It may be necessary, given the business need, to work some occasional overtime, weekends, and/or holidays.
**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 health care experience and knowledge of healthcare terminology
**Telecommuting Requirements**
* Reside within the state of Arizona
* 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 with consistently achieving quality and productivity standards
**What We Offer**
* 10 weeks of paid training
* Opportunity to work in a dynamic and fast-paced environment
* Collaborative and supportive team culture
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Career growth opportunities and professional development
**Work Environment and Culture**
* arenaflex is committed to creating a diverse and inclusive work environment that values and respects all employees.
* We believe that diversity creates a healthier atmosphere and are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
* Our company culture is built on a foundation of trust, respect, and open communication.
**How to Apply**
If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we want to hear from you. Apply now to join our team as a Provider Support Representative in Arizona.
**Equal Employment Opportunity**
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.
**Drug-Free Workplace**
arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
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