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 to start Caring. Connecting. Growing together.
**About arenaflex**
arenaflex is a leading healthcare organization dedicated to improving the lives of individuals and communities. We strive to create a healthier world by providing innovative solutions, exceptional care, and unparalleled customer service. Our mission is to empower people to live their healthiest lives, and we're committed to making a positive impact on the environment and addressing health disparities.
**Job Summary**
We're seeking an experienced Customer Service Representative to join our team in a national remote position. As a key member of our healthcare provider support team, you'll be responsible for providing exceptional service to healthcare providers, resolving issues, and promoting self-service digital tools. If you're passionate about delivering outstanding customer experiences, have a strong background in customer service, and are eager to grow with a dynamic organization, we encourage you to apply.
**Primary Responsibilities**
* Serve as the advocate for healthcare providers by demonstrating accountability and ownership to resolve issues
* Service healthcare providers in a multi-channel environment, including calls, concurrent chats, and emails
* Quickly and appropriately triage contacts from healthcare professionals, including physician offices, clinics, and billing offices
* Seek to understand and identify the needs of the healthcare providers, 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 healthcare 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 healthcare 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 or equivalent work experience
* Must be 18 years of age or older
* 1 year 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 10:35 AM - 7:05 PM CST from Monday to Friday. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays based on business need
**Preferred Qualifications**
* Prior healthcare experience and knowledge of healthcare terminology
* Experience in a related environment, such as an office, call center, customer service, or similar setting, using phones and computers as the primary job tools
**Telecommuting Requirements**
* 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 an arenaflex-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
**Compensation and Benefits**
The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors, including but not limited to local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable. In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping you grow and develop your skills. As a Customer Service Representative, you'll have access to:
* Comprehensive training programs to help you develop your skills and knowledge
* Opportunities for career advancement and professional growth
* A collaborative and supportive work environment that encourages learning and development
* Access to industry-leading tools and technologies to help you succeed
**Work Environment and Company Culture**
arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. We're committed to creating a work environment that's welcoming, supportive, and empowering. As a Customer Service Representative, you'll be part of a team that's passionate about delivering exceptional customer experiences and making a positive impact on the lives of individuals and communities.
**Application Deadline**
This job posting will be active for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
**Diversity, Equity, 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.
**Drug-Free Workplace**
arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
**Apply Now**
If you're passionate about delivering exceptional customer experiences, have a strong background in customer service, and are eager to grow with a dynamic organization, we encourage you to apply.