Experienced Provider Customer Service Call and Chat Representative – Remote

At arenaflex, we're dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the healthcare system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

About the Role:

We're seeking an experienced Provider Customer Service Call and Chat Representative to join our team at arenaflex. As a key member of our customer service team, you will be responsible for providing exceptional support to healthcare providers, resolving issues, and answering questions related to benefits, eligibility, billing, clinical authorizations, and more. This is a full-time, remote position, and we're looking for someone who is passionate about delivering outstanding customer service and has a strong desire to make a difference in the lives of our members.

Primary Responsibilities:

* Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues

• Service providers in a multi-channel environment, including call, concurrent chat, 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

Required Qualifications:

* High School Diploma/GED or equivalent work experience

• Must be 18 years of age or older
• 1+ years of customer service experience with analyzing and solving customer's concerns
• Ability to type at the speed of greater than or equal to 35-40+ WPM with an accuracy of 90%
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 9 AM - 5:35 PM CST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays based on business need

Preferred Qualifications:

* Prior healthcare experience and knowledge of healthcare terminology

• Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools

Telecommuting Requirements:

* Reside within the state of TN

• 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 an arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

* Ability to multi-task, including the ability to type in multiple conversations

• Ability to resolve calls and messages, avoiding escalated complaints
• Time management skills
• Emotional Intelligence and Empathy
• Active Listening and Comprehension
• Excellent written communication skills
• Demonstrated problem-solving, organization, and interpersonal skills
• Demonstrated experience consistently achieving quality and productivity standards

About arenaflex:

arenaflex is a leading healthcare company that is dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. We believe that everyone deserves the opportunity to live their healthiest life, and we're committed to making that a reality. Our mission is to help people live healthier lives and make the health system work better for everyone.

Diversity 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.

Benefits:

* Competitive salary

• 11 weeks of paid training
• Opportunity to work in a dynamic and growing company
• Collaborative and supportive work environment
• Opportunities for career growth and development
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays

How to Apply:

If you're passionate about delivering exceptional customer service and making a difference in the lives of our members, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job