Join arenaflex, a global organization that delivers care, aided by technology to help millions of people live healthier lives, as a Senior Customer Service Representative - National Remote. This is a unique opportunity to work from anywhere within the U.S. and make a meaningful impact on the communities we serve.
**About arenaflex**
arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. We believe that everyone deserves the opportunity to live their healthiest life, and we're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. Our mission is to help people live healthier lives and make the health system work better for everyone.
**About the Role**
As a Senior Customer Service Representative, you'll be the face of arenaflex, delivering exceptional customer experiences to our clients. You'll be responsible for handling escalated calls, resolving complex customer issues, and providing education and support to customers navigating our websites. You'll also serve as a resource or subject matter expert for other team members, providing guidance and support to ensure seamless customer experiences.
**Key Responsibilities**
* Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers
* Handle escalated calls, resolving more complex customer issues in a one and done manner
* Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
* Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
* Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
* Assist customers in navigating arenaflex websites and encourage and reassure them to become self-sufficient
* Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
* Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
* Provide education and status on previously submitted pre-authorizations or pre-determination requests
**Requirements**
* High School Diploma / GED and/OR equivalent years of working experience
* Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
* Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
* Must be 18 years of age OR older
* Ability to work any of our 8-hour shift schedules during our normal business hours of 5:00am - 7:00pm local time Sunday - Saturday. It may be necessary, given the business need, to work occasional overtime.
**Preferred Qualifications**
* 1 years Customer Service Representative (CSR) experience OR 1 years of experience in an office setting, call center setting or phone support role
* Bilingual fluency in English / Spanish
**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**
* Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
* 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**
* Competitive salary
* Comprehensive benefits package
* Incentive and recognition programs
* Equity stock purchase
* 401k contribution
* Opportunities for career growth and development
**Diversity, Equity, and Inclusion**
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.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and making a meaningful impact on the communities we serve, we encourage you to apply. Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.