**Experienced Full Stack Customer Service Representative – Healthcare Provider Support**

At arenaflex, we're committed to delivering exceptional customer experiences that exceed the expectations of our healthcare providers. As a key member of our team, you'll play a vital role in ensuring the seamless delivery of our services, providing top-notch support to our valued clients. If you're passionate about delivering outstanding customer service, possess a deep understanding of the healthcare industry, and thrive in a dynamic, fast-paced environment, we encourage you to apply for this exciting opportunity. **About arenaflex** arenaflex is a leading provider of innovative healthcare solutions, dedicated to empowering healthcare professionals with the tools and support they need to deliver exceptional patient care. Our team is comprised of passionate individuals who share a common goal: to make a meaningful difference in the lives of our clients and their patients. As a remote employee, you'll have the flexibility to work from the comfort of your own home, while still being an integral part of our dynamic team. **Job Summary** As an Experienced Full Stack Customer Service Representative – Healthcare Provider Support, you'll serve as the primary point of contact for healthcare providers, resolving issues efficiently and providing support 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. Success in this role is measured by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time. **Key Responsibilities** * Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues * Service Providers in a multi-channel environment, including calls, dual chats, and email 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 (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 **Essential 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 * Availability to work any of our full-time (40 hours/week), 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST from Monday - Friday * Ability to work occasional overtime, weekends, and/or some 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 * Healthcare experience and knowledge of healthcare terminology **Soft Skills** * Proficient in multi-tasking, including managing multiple conversations simultaneously * Skilled in quickly resolving calls and messages, effectively preventing escalated complaints * Strong time management skills * High emotional intelligence and empathy * Excellent active listening and comprehension abilities * Exceptional written communication skills * Demonstrated problem-solving, organizational, and interpersonal skills * Proven track record of consistently achieving quality and productivity standards * Ability to type at the speed of greater than or equal to 35-40+ WPM with an accuracy of 90% **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 **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping you grow and develop your skills. As a remote employee, you'll have access to a range of training programs, including: * 11 weeks of paid training, with 100% attendance required during the training period * Ongoing coaching and feedback to help you achieve your goals * Opportunities for career advancement and professional development * Access to a range of online learning resources and training programs **Work Environment and Company Culture** As a remote employee, you'll have the flexibility to work from the comfort of your own home, while still being an integral part of our dynamic team. Our company culture is built on the values of: * Collaboration and teamwork * Innovation and creativity * Customer-centricity and excellence * Diversity, equity, and inclusion * Continuous learning and growth **Compensation, Perks, and Benefits** We offer a comprehensive benefits package, including: * Competitive hourly pay, ranging from $17.74 - $31.63 per hour based on full-time employment * Comprehensive benefits package, including medical, dental, and vision insurance * Incentive and recognition programs to reward your hard work and dedication * Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements) **How to Apply** If you're passionate about delivering exceptional customer service and possess a deep understanding of the healthcare industry, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! 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