Job Description
At arenaflex, we're revolutionizing the healthcare experience by creating healthier communities and removing barriers to quality care. As a Provider Advocate, you'll play a vital role in shaping the future of healthcare by serving as the primary point of contact for healthcare providers. Your exceptional customer service skills, combined with your passion for healthcare, will make a significant impact on the lives of millions of people. **About arenaflex** arenaflex is a leading healthcare organization dedicated to simplifying the healthcare experience. We're committed to creating a more responsive, affordable, and equitable healthcare system. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. **Job Summary** As a Provider Advocate, you'll be responsible for resolving issues efficiently, often on the first call, and providing support through various channels like calls and chats. You'll need to navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction. Success in this role is measured by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time. **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 (i.e., physician offices, clinics, billing offices) * Seek to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health) * Research and dissect complex prior authorization and claim issues and take 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 **Requirements** * High School Diploma / GED OR equivalent work experience * Must be 18 years of age OR older * 1+ years of customer service experience analyzing and solving customer's concerns * Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications * This position involves handling provider calls or concurrent chats, with an expected volume of 50 - 70 calls/chats daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods * Available to work full-time (40 hours/week) Monday - Friday from 9:35am - 6:05pm CST / 8:35am - 5:05pm MST. It may be necessary, given the business need, to work some holidays, weekends, and/or overtime as business needs require **Preferred Qualifications** * Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools * Health care experience and knowledge of healthcare terminology **Telecommuting Requirements** * Reside within the state of New Mexico * 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** * 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 * Typing Speed greater than or equal to 35-40 WPM with accuracy of 90% **Benefits and Compensation** * Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. * In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements) * The hourly pay for this role will range from $17.74 - $31.63 per hour based on full-time employment * We comply with all minimum wage laws as applicable **Work Environment and Culture** * arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion * We're committed to creating a work environment that's supportive, collaborative, and challenging * Our team is passionate about making a difference in the lives of millions of people, and we're looking for like-minded individuals to join us on this journey **Career Growth Opportunities and Learning Benefits** * arenaflex offers a range of career growth opportunities, including training and development programs, mentorship, and opportunities for advancement * We're committed to helping you grow and develop your skills and knowledge, and we offer a range of learning benefits, including training programs, online courses, and conferences **How to Apply** If you're passionate about healthcare and customer service, and you're looking for a challenging and rewarding career opportunity, we encourage you to apply for this role. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job