**Experienced Customer Service Representative - National Remote Opportunity at arenaflex**

At arenaflex, we're revolutionizing the healthcare experience, creating healthier communities, and removing barriers to quality care. As a Customer Service Representative, you'll play a critical role in delivering exceptional customer service to our members and their families. If you're passionate about helping others and have a knack for problem-solving, we invite you to join our team and start doing your life's best work. **About arenaflex** arenaflex is a leading healthcare company dedicated to simplifying the healthcare experience and improving the lives of millions of people. Our mission is to help people live healthier lives and make the healthcare system work better for everyone. We believe in creating a culture of diversity, equity, and inclusion, where everyone has the opportunity to thrive. **The Opportunity** As a Customer Service Representative, you'll be the face of arenaflex, providing accurate, professional, and compassionate support to our members and their families. You'll work in a fast-paced environment, responding to calls, resolving issues, and exceeding customer expectations. With our comprehensive training program, you'll develop the skills and knowledge needed to succeed in this role and grow your career. **Key Responsibilities** * Address and resolve customer service calls empathetically and professionally * Accurately document, research, and resolve all inquiries, ensuring documentation is clear and complete * Respond and resolve inquiries on the first call by identifying the topic and type of assistance the caller needs (benefits, eligibility, material requests, physician assignments, claims, billing, and payment, etc.) * Monitor and expeditiously close any inquiries that require follow-up based on departmental guidelines * Refer unresolved inquiries/Grievances to designated areas for investigation * Own problems through resolution on behalf of the caller in real-time or through comprehensive and timely follow-up with support resources/partner with others to resolve complex issues * Intervene with care providers (doctor's offices) on behalf of participants (assist with appointment scheduling, access to care issues, etc.) * Assist providers with all levels of requests, ability to problem-solve through resolution * Coordinate with field Care Team staff for issue elevation and resolution * Maintain up-to-date knowledge and understanding of claims policies, regulatory requirements, and guidelines * Successfully utilize all resources available to handle inquiries/multitask * Meet or exceed individual and departmental quality standards/achieve performance goals * Adhere, keep updated, and utilize all company guidelines, policies, and procedures * Prioritize and adjust individual workload to ensure departmental goals are met * Assume responsibility for ad-hoc projects or functions that promote the future success of the operation **Essential Qualifications** * High School Diploma / GED or 10+ years of equivalent working experience * 2+ years of Customer Service experience * Must be 18 years of age or older * Ability to type a minimum of 40 words per minute * Ability to work two evening shifts per week (typically 11am-8pm EST) * Ability to work three Holidays not observed by Client (Day after Thanksgiving, Christmas Eve, New Year's Day) * Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material * Ability to work any of our 8-hour shift schedules during our normal business hours of 8:00am - 8:00pm CST. It may be necessary, given the business need, to work occasional overtime. **Preferred Qualifications** * 1+ years prior experience in an automatic call distribution call center setting * Knowledge of CPT/ICD10 coding * Knowledge of Medicare/Medicaid guidelines **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 (responding in respectful, timely manner, consistently meeting commitments) * 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 * Ability to work regularly scheduled shifts within our hours of operation, including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed. **Compensation and Benefits** * Hourly range for California / Colorado / Connecticut / Nevada / New York / New Jersey / Washington / Rhode Island residents is $16.00 - $27.31 per hour. * Pay is based on several factors, including but not limited to education, work experience, certifications, etc. * In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). **Diversity, Equity, and Inclusion** At arenaflex, we believe that diversity creates a healthier atmosphere. We are 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 delivering exceptional customer service and making a difference in the lives of others, we invite you to apply for this exciting opportunity. Please visit our website to learn more and submit your application. Apply Job! Apply for this job