**Experienced Customer Service Representative - Provider Support - Remote Opportunity in Indiana**
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 company that's dedicated to helping people live healthier lives and making the health system work better for everyone. We believe that everyone, regardless of their background or circumstances, deserves access to quality healthcare. Our mission is to provide innovative solutions that address the complex challenges facing our healthcare system, and to create a more equitable and sustainable future for all.
**Job Summary**
We're seeking an experienced Customer Service Representative to join our team in Indiana. As a Provider Support Representative, you'll be the advocate for healthcare providers, working to resolve issues and answer questions in a timely and effective manner. You'll be responsible for providing exceptional customer service, navigating complex healthcare systems, and collaborating with internal partners to ensure issues are resolved and thoroughly communicated to providers.
**Primary Responsibilities**
* Serve as the advocate for healthcare 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, including physician offices, clinics, and billing offices
* Seek to understand and identify the needs of the provider, answering questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
* 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, 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
* 1 year of customer service experience 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
* Typing speed greater than or equal to 35-40 WPM with accuracy of 90%
* Ability to work full-time (40 hours/week) Monday - Friday between 10:35am - 7:05pm CST, with occasional overtime, weekends, and holidays as business needs require
* Must be 18 years of age or older
**Preferred Qualifications**
* Experience in a related environment, such as an office, call center, customer service, etc., using phones and computers as primary job tools
* Prior healthcare experience and knowledge of healthcare terminology
**Telecommuting Requirements**
* Reside within the state of Indiana
* 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
**Benefits and Perks**
* 10 weeks of paid training
* Opportunity to work in a dynamic and innovative 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
* Opportunities for career growth and professional development
**Diversity and Inclusion**
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.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about making a difference in the lives of healthcare providers, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex.
Apply Job!
**About arenaflex**
arenaflex is a leading healthcare company that's dedicated to helping people live healthier lives and making the health system work better for everyone. We believe that everyone, regardless of their background or circumstances, deserves access to quality healthcare. Our mission is to provide innovative solutions that address the complex challenges facing our healthcare system, and to create a more equitable and sustainable future for all.
**Job Summary**
We're seeking an experienced Customer Service Representative to join our team in Indiana. As a Provider Support Representative, you'll be the advocate for healthcare providers, working to resolve issues and answer questions in a timely and effective manner. You'll be responsible for providing exceptional customer service, navigating complex healthcare systems, and collaborating with internal partners to ensure issues are resolved and thoroughly communicated to providers.
**Primary Responsibilities**
* Serve as the advocate for healthcare 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, including physician offices, clinics, and billing offices
* Seek to understand and identify the needs of the provider, answering questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
* 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, 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
* 1 year of customer service experience 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
* Typing speed greater than or equal to 35-40 WPM with accuracy of 90%
* Ability to work full-time (40 hours/week) Monday - Friday between 10:35am - 7:05pm CST, with occasional overtime, weekends, and holidays as business needs require
* Must be 18 years of age or older
**Preferred Qualifications**
* Experience in a related environment, such as an office, call center, customer service, etc., using phones and computers as primary job tools
* Prior healthcare experience and knowledge of healthcare terminology
**Telecommuting Requirements**
* Reside within the state of Indiana
* 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
**Benefits and Perks**
* 10 weeks of paid training
* Opportunity to work in a dynamic and innovative 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
* Opportunities for career growth and professional development
**Diversity and Inclusion**
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.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about making a difference in the lives of healthcare providers, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex.
Apply Job!