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.
**Job Summary:**
We're seeking an experienced and compassionate Full Stack Customer Service Representative to join our team at arenaflex. As a key member of our Provider Customer Services team, you'll be responsible for providing exceptional support to healthcare providers, resolving complex issues, and promoting self-service digital tools. If you're passionate about delivering outstanding customer experiences, have a knack for problem-solving, and thrive in a dynamic, remote work environment, we encourage you to apply.
**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 calls, concurrent chats, and emails, 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
**Required Qualifications:**
* 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 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 - 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 (i.e., office, call center, customer service, etc.), 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
* All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy
**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:**
* arenaflex is committed to providing ongoing training and development opportunities to help you grow in your career
* Our comprehensive training program will equip you with the skills and knowledge needed to succeed in this role
* Opportunities for career advancement and professional growth are available within the company
**Work Environment and Company Culture:**
* arenaflex is a dynamic and fast-paced work environment that values innovation, collaboration, and customer satisfaction
* Our team is passionate about delivering exceptional customer experiences and making a positive impact on the lives of our customers
* We offer a flexible and remote work environment that allows you to work from anywhere in the United States
**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
* We believe that diversity creates a healthier atmosphere and are committed to creating an inclusive work environment that values and respects the differences of all employees
**Application Deadline:**
This job posting will be open 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.
If you're passionate about delivering exceptional customer experiences, have a knack for problem-solving, and thrive in a dynamic, remote work environment, we encourage you to apply for this exciting opportunity to join the arenaflex team.