Experienced Provider Customer Service Call and Chat Representative – Remote in CST or MST

At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a Provider Customer Service Call and Chat Representative, you will play a crucial role in supporting providers who care for our members. This position involves responding to inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health, either through phone calls or concurrent chat. You will be the advocate for providers, demonstrating accountability and ownership to resolve their issues effectively. This full-time role requires flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST, Monday through Friday. You may also be required to work occasional overtime, weekends, and/or some holidays based on business needs.

About arenaflex

arenaflex is a leading health care company that is committed to making a positive impact on the lives of our members and the communities we serve. Our mission is to simplify the health care experience and create healthier communities. We believe that everyone deserves access to quality health care, and we are dedicated to making that a reality. As a Provider Customer Service Call and Chat Representative, you will be part of a team that is passionate about delivering exceptional customer service and making a difference in the lives of our members.

Responsibilities

As a Provider Customer Service Call and Chat Representative, you will be responsible for:

• Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues.
• Serving providers in a multi-channel environment including call and concurrent chat as required.
• Quickly and appropriately triaging contacts from healthcare professionals (i.e., physician offices, clinics, billing offices).
• Seeking 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).
• 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.
• Demonstrating strong multitasking skills 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.
• 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:

• A High School Diploma / GED OR equivalent work experience.
• 1+ years 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.
• The ability to type at the speed of greater than or equal to 35 - 40+ WPM with an accuracy of 90%.
• Must be 18 years of age or older.
• 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.

Nice-to-haves

While not required, the following qualifications would be beneficial:

• Prior health care 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.

Benefits

As a Provider Customer Service Call and Chat Representative at arenaflex, you will enjoy a comprehensive benefits package, including:

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our employees. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to:

• Develop your skills and knowledge in a dynamic and fast-paced environment.
• Collaborate with a team of experienced professionals who are passionate about delivering exceptional customer service.
• Participate in ongoing training and development programs to enhance your skills and knowledge.
• Take on new challenges and responsibilities as you grow and develop in your career.

Work Environment and Company Culture

arenaflex is a remote-friendly company that values flexibility and work-life balance. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to work from the comfort of your own home, with the flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST, Monday through Friday. You will be part of a team that is passionate about delivering exceptional customer service and making a difference in the lives of our members.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase.
• 401k contribution.

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 visit our website to learn more about arenaflex and to submit your application. Apply Now!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement to all qualified candidates. Apply for this job