Experienced Customer Service Representative – Advocate for Providers in a Multi-Channel Environment

At arenaflex, we are dedicated to providing exceptional customer service to our healthcare providers, and we are seeking a highly skilled and motivated individual to join our team as a Customer Service Representative. As a key member of our customer service team, you will be responsible for serving as the advocate for providers by demonstrating accountability and ownership to resolve issues in a multi-channel environment, including call and concurrent chat. If you have a passion for delivering outstanding customer service, are highly organized, and possess excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading provider of innovative healthcare solutions, dedicated to improving the lives of our customers and their patients. Our team is passionate about delivering exceptional service, and we are committed to creating a work environment that is collaborative, inclusive, and supportive. As a remote employee, you will have the flexibility to work from the comfort of your own home, while still being part of a dynamic and growing organization.

Responsibilities

As a Customer Service Representative at arenaflex, you will be responsible for:

• Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues in a multi-channel environment, including call and concurrent chat.
• Quickly and appropriately triaging contacts from healthcare professionals, including physician offices, clinics, and billing offices.
• Seeking to understand and identify the needs of the provider, answering questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health.
• Researching and dissecting complex prior authorization and claim issues, and taking appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction.
• Collaborating effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
• Strong multi-tasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business, provider types, and call types.
• Influencing providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool, including aiding in faster resolution.

Requirements

To be successful in this role, you will need to meet the following requirements:

• 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.
• Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications.
• Ability to type at a speed of greater than or equal to 35-40+ WPM (words per minute) with an accuracy of 90%.
• Ability to work any full-time (40 hours/week) shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.

Nice-to-Haves

While not required, the following experience and skills would be beneficial in this role:

• Experience in a related environment, such as an office, call center, customer service, etc., using phones and computers as the primary job tools.
• Prior healthcare experience and knowledge of healthcare terminology.

Benefits

As a remote employee at arenaflex, you will enjoy the following benefits:

• 10 weeks of paid training to ensure your success in the role.
• Flexibility to work remotely if located within a 60-mile commutable distance of Houston, TX.

What We Offer

At arenaflex, we are committed to creating a work environment that is collaborative, inclusive, and supportive. As a remote employee, you will have the flexibility to work from the comfort of your own home, while still being part of a dynamic and growing organization. We offer a competitive salary and benefits package, as well as opportunities for career growth and development.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you! Apply to this job Apply for this job