At arenaflex, we're on a mission to revolutionize the healthcare industry by providing exceptional customer service and innovative solutions to our members. As a Customer Service Representative, you'll play a critical role in creating a quality experience for our callers and exceeding their expectations. If you're passionate about helping others and have a knack for problem-solving, we want to hear from you!
**About arenaflex**
arenaflex is a leading healthcare company that's dedicated to making a positive impact on people's lives. With a strong commitment to diversity, equity, and inclusion, we strive to create a workplace that's welcoming and inclusive for everyone. Our team is passionate about delivering exceptional customer service and innovative solutions that meet the evolving needs of our members.
**About the Role**
As a Customer Service Representative, you'll be responsible for providing top-notch customer service to our members, answering their questions, and resolving their issues in a timely and professional manner. You'll work closely with our members and providers to ensure that they receive the best possible care and support. Your compassion, empathy, and problem-solving skills will be essential in creating a positive experience for our members.
**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 the performance goals established for the position in the areas of: efficiency, accuracy, quality, member satisfaction, and attendance
**Essential Qualifications**
* High School Diploma/GED or equivalent experience
* 1 year of prior experience in a call center setting
* 1 year of experience in a customer service role
* Experience with working in the healthcare and health insurance industry
* Experience with Medical Terminology
* Experience with working in a metric-driven work environment
* Ability to work any 8-hour shift between the hours of 8:00 AM - 4:30 PM CST from Monday - Friday, including the flexibility to work occasional overtime based on business need
* Must be 18 years of age or older
**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
**Soft Skills**
* 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
* Proficient problem-solving approach to quickly assess current state and formulate recommendations
* Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
* Flexibility to customize approach to meet all types of member communication styles and personalities
* Proficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilience
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a comprehensive training program that will equip you with the skills and knowledge you need to succeed in your role. Our training program includes:
* Weeks of paid on-the-job training
* Ongoing coaching and feedback
* Opportunities for professional development and advancement
* Access to our online learning platform, which offers a wide range of courses and training programs
**Work Environment and Company Culture**
Our work environment is fast-paced and dynamic, with a focus on collaboration and teamwork. We're committed to creating a workplace that's welcoming and inclusive for everyone, and we strive to make a positive impact on our members' lives. Our company culture is built on the following values:
* Compassion: We care about our members and strive to provide exceptional customer service.
* Integrity: We operate with honesty, transparency, and accountability.
* Excellence: We strive to deliver high-quality results and exceed our members' expectations.
* Innovation: We're committed to staying ahead of the curve and finding new and better ways to serve our members.
**Compensation, Perks, and Benefits**
We offer a competitive compensation package, including:
* Hourly pay rate: $16.00 - $28.27 per hour (based on local labor markets, education, work experience, certifications, etc.)
* Comprehensive benefits package, including medical, dental, and vision insurance
* Incentive and recognition programs
* Equity stock purchase
* 401(k) contribution
* Paid time off and holidays
* Flexible work arrangements, including telecommuting options
**Diversity, Equity, and Inclusion**
At arenaflex, we're committed to creating a workplace that's welcoming and inclusive for everyone. We believe that diversity, equity, and inclusion are essential to our success, and we strive to make a positive impact on our members' lives. We're 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.
**How to Apply**
If you're passionate about helping others and have a knack for problem-solving, we want to hear from you! To apply for this role, please visit our website and submit your application. We can't wait to hear from you!
**Application Deadline**
This job posting will be posted 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.
**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.