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 and start doing your life's best work.
**About arenaflex**
arenaflex is a leading healthcare organization dedicated to providing innovative solutions that improve the lives of our members. We're committed to creating a healthier future for everyone, and we're looking for talented individuals like you to join our team. As a Provider Customer Service Call and Chat Representative, you'll play a critical role in supporting our providers and ensuring that they have the resources they need to deliver high-quality care.
**Job Summary**
We're seeking an experienced Provider Customer Service Call and Chat Representative to join our team in New Mexico. As a telecommuter, you'll have the flexibility to work from home and enjoy a better work-life balance. In this role, you'll be responsible for providing exceptional customer service to our providers, answering their questions, and resolving their issues in a timely and professional manner. You'll work closely with our internal partners to ensure that issues are resolved and thoroughly communicated to providers.
**Primary Responsibilities**
As a Provider Customer Service Call and Chat Representative, you'll be responsible for:
* 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**
To be successful in this role, you'll need:
* 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 9:35 AM - 6:05 PM CST from Monday - Friday. It may be necessary, given the business need, to work some occasional overtime, weekends, and/or holidays.
**Preferred Qualifications**
While not required, we prefer candidates with:
* 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**
As a telecommuter, you'll need to:
* Reside within the state of New Mexico
* 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**
To succeed in this role, you'll need to possess:
* 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
**Benefits and Perks**
As a Provider Customer Service Call and Chat Representative at arenaflex, you'll enjoy:
* Competitive salary and benefits package
* Opportunities for career growth and professional development
* Flexible work arrangements, including telecommuting options
* Collaborative and supportive work environment
* Recognition and rewards for outstanding performance
* Access to cutting-edge technology and tools
* Opportunities to make a meaningful impact on the lives of our members
**Diversity, Equity, and Inclusion**
At arenaflex, we're committed to creating a diverse, equitable, and inclusive work environment that reflects the communities we serve. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, identity, or circumstances. We're 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.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about making a difference in the lives of our members, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex is an Equal Employment Opportunity/Affirmative Action employer. 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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