**Experienced Customer Service Representative - Provider Support and Advocacy**

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 company that's dedicated to helping people live healthier lives and making the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. Our mission is to help people navigate the complexities of the healthcare system, providing them with the support and resources they need to make informed decisions about their health.

**Job Summary**

As an Experienced Customer Service Representative – Provider Support and Advocacy, you'll play a crucial role in the healthcare industry by serving as the primary point of contact for healthcare providers. Your responsibilities will include resolving issues efficiently, often on the first call, and providing support through various channels like 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 call, dual chats, and email as required
* Quickly and appropriately triage contacts from healthcare professionals (i.e. physician offices, clinics, billing offices)
* Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g. benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health)
* Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to 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 analyzing and solving customer's concerns
* Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
* Ability to work full-time (40 hours/week), Monday - Friday, during our normal business hours of 10:35am - 7:05pm CST, including the flexibility to work occasional overtime, weekends, and/or some holidays, based on the business need

**Preferred Qualifications**

* Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools
* Health care experience and knowledge of healthcare terminology
* Currently reside within the Central, Mountain, or Eastern Time Zone

**Telecommuting Requirements**

* Reside within the Central, Mountain, or Eastern Time Zone
* 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 arenaflex approved high-speed internet connection or leverage an existing high-speed internet service

**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
* Exceptional written communication skills
* Demonstrated problem-solving, organizational, and interpersonal skills
* Excellent active listening and comprehension abilities
* Proven track record of consistently achieving quality and productivity standards
* Typing Speed greater than OR equal to 35-40 WPM with an accuracy of 90%
* High emotional intelligence and empathy

**Career Growth Opportunities and Learning Benefits**

* arenaflex offers a comprehensive training program that will equip you with the skills and knowledge you need to succeed in this role
* Opportunities for career growth and advancement within the company
* Access to ongoing training and development programs to help you continue to grow and develop in your career
* Collaborative and supportive work environment that encourages teamwork and open communication

**Work Environment and Company Culture**

* arenaflex is a remote-friendly company that offers flexible work arrangements to support work-life balance
* Collaborative and supportive work environment that encourages teamwork and open communication
* Opportunities for socialization and connection with colleagues through virtual events and activities
* arenaflex is committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees

**Compensation, Perks, and Benefits**

* Competitive hourly rate of $16.88 to $33.22 per hour based on full-time employment
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) contribution and equity stock purchase program
* Incentive and recognition programs to reward and recognize employee performance and contributions
* Paid time off and holidays
* Flexible work arrangements to support work-life balance

**How to Apply**

If you're a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to . We look forward to hearing from you!

**Equal Employment Opportunity**

arenaflex is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

**Drug-Free Workplace**

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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