**Experienced Provider Customer Service Call and Chat Representative – Healthcare Industry Expert**

**Location:** Indianapolis, IN, USA (Remote) **Job Type:** Full-time **About arenaflex:** arenaflex is a leading healthcare organization dedicated to delivering innovative solutions that transform the lives of patients and healthcare professionals. With a strong commitment to excellence, arenaflex is shaping the future of healthcare by fostering a culture of collaboration, empathy, and continuous learning. As a Provider Customer Service Call and Chat Representative, you will play a vital role in our mission to provide exceptional service to healthcare providers, ensuring their needs are met with efficiency, compassion, and expertise. **Job Summary:** We are seeking an experienced and customer-focused Provider Customer Service Call and Chat Representative to join our team. As a key member of our customer service team, you will serve as the primary point of contact for healthcare providers, resolving issues efficiently, and providing support through various channels like calls and chats. Your expertise in navigating multiple systems, collaborating with internal partners, and promoting self-service digital tools will be essential in enhancing provider satisfaction and driving business growth. **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, including physician offices, clinics, billing offices * Seek to understand and identify the needs of the provider, answering questions and resolving issues, such as 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 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 **Qualifications:** * High School Diploma/GED or equivalent work experience * Must be 18 years of age or older * 1+ years of customer service experience with analyzing and solving customer's concerns * Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications * Availability to work any of our full-time (40 hours/week), 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST from Monday - Friday * Ability to work occasional overtime, weekends, and/or some holidays **Preferred Qualifications:** * Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools * Healthcare experience and knowledge of healthcare terminology **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 * High emotional intelligence and empathy * Excellent active listening and comprehension abilities * Exceptional written communication skills * Demonstrated problem-solving, organizational, and interpersonal skills * Proven track record of consistently achieving quality and productivity standards * Ability to type at the speed of greater than or equal to 35-40+ WPM with an accuracy of 90% **Benefits:** * Comprehensive benefits package * Incentive and recognition programs * Equity stock purchase * 401k contribution * Hourly pay range: $17.74 - $31.63 per hour based on full-time employment * Opportunities for career growth and development **Telecommuting Requirements:** * Reside within the state of Indiana * 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 **How to Apply:** If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. Join our team at arenaflex and be part of a dynamic organization that is shaping the future of healthcare. Apply to this job Apply for this job