Experienced Provider Customer Service Call and Chat Representative – Telecommute Opportunity at arenaflex
At arenaflex, we are dedicated to revolutionizing the healthcare experience and creating healthier communities. As a Provider Customer Service Call and Chat Representative, you will play a vital 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 part of a full-time team working 40 hours a week, Monday through Friday, with shifts scheduled during our normal business hours of 11:35 AM to 8:05 PM EST. Given the nature of the business, there may be occasional overtime, weekend, and holiday work required, especially during peak seasons.
About arenaflex
arenaflex is a leading healthcare organization committed to simplifying the healthcare experience and creating healthier communities. Our mission is to provide innovative solutions that empower healthcare professionals to deliver exceptional care to our members. We believe in fostering a culture of collaboration, empathy, and continuous learning, where our employees can grow and thrive.
Job Summary
As a Provider Customer Service Call and Chat Representative, you will be the advocate for providers, demonstrating accountability and ownership to resolve issues. You will serve providers in a multi-channel environment, including call and concurrent chat, and quickly and appropriately triage contacts from healthcare professionals. You will seek to understand and identify the needs of the provider, answering questions and resolving issues, and collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
Responsibilities
* Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues.
* Service providers in a multi-channel environment including call and 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.
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, 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 (words per minute) with an accuracy of 90%.
* Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 11:35 AM - 8:05 PM EST from Monday - Friday.
Nice-to-haves
* Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.
* Prior health care experience and knowledge of healthcare terminology.
Benefits
* 10 weeks of paid on-the-job training.
* Flexible telecommuting options for those within a 60-mile commutable distance.
* Opportunities for career development and advancement within the organization.
What We Offer
At arenaflex, we offer a unique opportunity to make a significant impact on the healthcare system while developing your skills in a supportive environment. You will be recognized for your performance and provided with clear direction for success in your role, as well as opportunities for career development within the organization. Our comprehensive 10-week paid training program will equip you with the knowledge and skills necessary to excel in this role.
Work Environment and Company Culture
As a telecommuter, you will need to adhere to arenaflex's Telecommuter Policy, which includes maintaining a dedicated workspace and ensuring the security of sensitive company documents. Our company culture values collaboration, empathy, and continuous learning, and we strive to create a work environment that is inclusive, supportive, and stimulating.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including a comprehensive benefits program, flexible telecommuting options, and opportunities for career development and advancement within the organization. We also offer a range of perks and benefits, including paid time off, holidays, and a comprehensive wellness program.
How to Apply
If you are a motivated and customer-focused individual who is passionate about making a difference in the healthcare system, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about this role and to submit your application.
Contact Us
If you have any questions or would like to learn more about this opportunity, please do not hesitate to contact us. We look forward to hearing from you and exploring how you can contribute to our mission to simplify the healthcare experience and create healthier communities.