Join arenaflex, a leading healthcare company, in shaping the future of healthcare by delivering exceptional customer service to millions of people across the United States. As an Experienced Customer Service Representative, you will play a vital role in creating a quality experience for our members and their families, exceeding their expectations, and improving their lives.
**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 in the importance of diversity, equity, and inclusion, and we are committed to mitigating our impact on the environment and enabling equitable care that addresses health disparities and improves health outcomes.
**About the Role**
As an Experienced Customer Service Representative, you will be responsible for providing exceptional customer service to our members and their families, resolving issues, and answering questions regarding healthcare eligibility, claims, and payments. You will also spend a portion of your time reviewing, researching, and processing healthcare claims to ensure that every claim has a fair and thorough review.
**Key Responsibilities**
* Answer incoming phone calls from customers and identify the type of assistance they need
* Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
* Own problems through to resolution on behalf of the customer in real-time or through comprehensive and timely follow-up with the member
* Review and research incoming healthcare claims from members and providers by navigating multiple computer systems and platforms and verifying the data/information necessary for processing
* Ensure that the proper benefits are applied to each claim by using the appropriate processes and procedures
* Communicate and collaborate with members and providers to resolve issues, using clear, simple language to ensure understanding
* Meet performance goals established for the position in the areas of efficiency, accuracy, quality, member satisfaction, and attendance
**Required Qualifications**
* High School Diploma / GED or 10 years of equivalent work experience
* Must be 18 years of age or older
* 2 years of previous or current claims processing experience with arenaflex's claims processing system (UMR CPS)
* 1 year of customer service experience in an office or professional setting
* Ability to complete on-the-job training for this role during their normally scheduled 8-hour shift Monday - Friday between the hours of 7 am-8 pm CST
* Ability to work any of our 8-hour shift schedules during our normal business hours of 7:00am - 7:00pm CST
**Preferred Qualifications**
* Familiarity with medical terminology, health plan documents, or benefit plan design
* Prior experience utilizing multiple systems/platforms while on a call with a member
**Soft Skills**
* Demonstrated ability to use computer and Windows PC applications, including strong keyboard and navigation skills and learning new computer programs
* Demonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations
* Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member
* Flexibility to customize approach to meet all types of member communication styles and personalities
* Proficient problem-solving approach to quickly assess current state and formulate recommendations
* Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrate personal resilience
* Ability to multi-task as well as the ability to understand multiple products and multiple levels of benefits within each product
**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
**Compensation and Benefits**
* Competitive hourly rate based on experience and qualifications
* Comprehensive benefits package, including medical, dental, and vision insurance
* Incentive and recognition programs
* Equity stock purchase
* 401(k) contribution
* Paid time off and holidays
* Opportunities for career growth and professional development
**Work Environment and Culture**
* arenaflex is a dynamic and fast-paced environment that values diversity, equity, and inclusion
* We are committed to creating a healthy and inclusive work environment that supports the well-being of our employees
* Our culture is built on the principles of respect, empathy, and compassion, and we strive to make a positive impact on the communities we serve
**How to Apply**
If you are a motivated and compassionate individual who is passionate about delivering exceptional customer 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. We look forward to hearing from you!
**Equal Employment Opportunity**
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.
**Drug-Free Workplace**
arenaflex is a drug-free workplace, and candidates are required to pass a drug test before beginning employment.