Experienced Customer Support Representative – Telehealth and Healthcare Navigation (REMOTE) – Part-Time
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 and start doing your life's best work.
About arenaflex
arenaflex is a leading healthcare organization dedicated to providing innovative solutions to improve patient outcomes and experiences. Our mission is to help people live healthier lives and make 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. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.
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. We believe diversity creates a healthier atmosphere, and we're committed to fostering an inclusive environment where everyone can thrive.
Job Summary
We're seeking an experienced Customer Support Representative to join our team in a remote, part-time capacity. As a key member of our customer support team, you'll be responsible for providing exceptional service to healthcare providers, answering questions, and resolving issues related to benefits, eligibility, billing, and clinical authorizations. If you're passionate about delivering top-notch customer service and have a knack for problem-solving, we want to hear from you!
Responsibilities
* Serve as the advocate for healthcare providers by demonstrating accountability and ownership to resolve issues
- Provide service to providers in a multi-channel environment, including call, concurrent chat, as required
- Quickly and appropriately triage contacts from healthcare professionals, seeking to understand and identify their needs
- Answer questions and resolve 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
Requirements
* 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
Compensation and Benefits
* Hourly range: $16.54 - $32.55 per hour (pay is based on several factors, including local labor markets, education, work experience, certifications, etc.)
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401(k) contribution (all benefits are subject to eligibility requirements)
Application Deadline
This job posting will be live 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.
How to Apply
If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we want to hear from you! Apply now and join our team at arenaflex. Apply for this job