Experienced Customer Service Representative – Healthcare Provider Support (REMOTE) – Part-Time
At arenaflex, we're 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 and start doing your life's best work.
About arenaflex
arenaflex is a leading healthcare organization dedicated to providing innovative solutions to improve the lives of our members. We're committed to creating a healthier community by removing barriers to quality care and making healthcare more accessible and affordable. Our mission is to help people live healthier lives and make the healthcare system work better for everyone.
Job Summary
We're seeking an experienced Customer Service Representative to join our team in providing exceptional support to healthcare providers. As a Customer Service Representative, you'll be the advocate for providers, demonstrating accountability and ownership to resolve issues. You'll work in a multi-channel environment, including call and concurrent chat, to provide timely and effective support to healthcare professionals. If you're passionate about delivering exceptional customer service and have a strong background in healthcare, we encourage you to apply.
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 year of customer service experience with 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
- Ability to type at the speed of greater than or equal to 35-40 WPM with an accuracy of 90%
- Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 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
* 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
Compensation and Benefits
* Hourly rate: $16.54 - $32.55 per hour (based on location and experience)
- Comprehensive benefits package, including medical, dental, and vision insurance
- Incentive and recognition programs
- Equity stock purchase and 401(k) contribution (subject to eligibility requirements)
Application Deadline
This job posting will be active for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
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.
Join Our Team
If you're passionate about delivering exceptional customer service and have a strong background in healthcare, we encourage you to apply. Join our team and start doing your life's best work. Apply Job! Apply for this job