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. The position includes 14 weeks of paid training, conducted virtually from your home, with training hours from 8:00 AM - 4:30 PM CST, Monday through Friday.

About arenaflex

arenaflex is a leading health care company that is committed to making a positive impact on the lives of our members and providers. We believe in the importance of delivering exceptional customer service and creating a supportive environment for our employees to grow and thrive. Our company culture values innovation, collaboration, and a passion for making a difference in the health care industry.

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.
• Exhibiting 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, prior health care experience and knowledge of healthcare terminology would be beneficial in this role. Additionally, experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools would be an asset.

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 opportunities to learn and grow in your role, including:

• Paid training program to ensure you have the skills and knowledge needed to succeed in this role.
• Ongoing training and development opportunities to enhance your skills and knowledge.
• Opportunities for career advancement and professional growth within the company.

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 work from the comfort of your own home, with the flexibility to work any 8-hour shift schedule during our normal business hours. Our company culture values innovation, collaboration, and a passion for making a difference in the health care industry.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Competitive hourly rate
• 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 making a difference in the health care industry, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and learn more about our company culture and benefits. Apply Job! Apply for this job