Join arenaflex, a leading healthcare company, in a dynamic role that combines customer service expertise with a passion for helping others. As an Experienced Customer Service Representative, you will play a critical role in creating a quality experience for arenaflex members and providers by providing accurate, professional, personalized, and compassionate help, guidance, and support.
**About arenaflex**
arenaflex is simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the healthcare system work better for everyone. We believe everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. At arenaflex, we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
**The Role**
As an Experienced Customer Service Representative, you will be responsible for addressing and resolving customer service calls empathetically and professionally. You will accurately document, research, and resolve all inquiries, ensuring that documentation is clear and complete. You will also respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs, utilizing all resources available.
**Key Responsibilities**
* Address and resolve customer service calls empathetically and professionally
* Accurately document, research, and resolve all inquiries, ensuring that documentation is clear and complete
* Respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs, utilizing all resources available
* Monitor and expeditiously close any inquiries which require follow up based on departmental guidelines
* Refer unresolved inquiries/Grievances to designated areas for investigation
* Own problem through resolution on behalf of the caller in real time or through comprehensive and timely follow up with support resources/partner with others to resolve complex issues
* Intervene with care providers (doctor's offices) on behalf of participants (assist with appointment scheduling, access to care issues, etc.)
* Assist providers with all levels of requests, ability to problem solve through resolution
* Coordinate with field Care Team staff for issue elevation and resolution
* Maintain up-to-date knowledge and understanding of claims policies, regulatory requirements, and guidelines
* Successfully utilize all resources available to handle inquiries/multitask
* Meet or exceed individual and departmental quality standards/achieve performance goals
* Adhere, keep updated, and utilize all company guidelines, policies, and procedures
* Prioritize and adjust individual workload to ensure departmental goals are met
* Assume responsibility for ad hoc projects or functions that promote the future success of the operation
**Requirements**
* High School Diploma / GED OR 10+ years of equivalent working experience
* 2+ years Customer Service experience
* Must be 18 years of age or older
* Ability to type a minimum of 40 words per minute
* Ability to work two evening shifts per week (typically 11am-8pm EST)
* Ability to work three Holidays not observed by Client (Day after Thanksgiving, Christmas Eve, New Year's Day)
* Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
* Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm CST. It may be necessary, given the business need, to work occasional overtime.
**Preferred Qualifications**
* 1+ years prior experience in an automatic call distribution call center setting
* Knowledge of CPT/ICD10 coding
* Knowledge of Medicare/Medicaid guidelines
**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 a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service.
**Soft Skills**
* Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manner, consistently meeting commitments)
* Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member
* Proficient problem-solving approach to quickly assess current state and formulate recommendations
* Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
* Flexibility to customize approach to meet all types of member communication styles and personalities
* Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
* Ability to work regularly scheduled shifts within our hours of operation, including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed
**Compensation and Benefits**
We offer a comprehensive benefits package, including:
* Competitive hourly rate ($16.00 - $27.31 per hour)
* Comprehensive benefits package
* Incentive and recognition programs
* Equity stock purchase
* 401k contribution (all benefits are subject to eligibility requirements)
**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 are a motivated and compassionate individual who is passionate about helping others, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application.