Experienced Customer Service Representative – Provider Support and Advocacy

At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. Our team of passionate professionals is committed to delivering exceptional service and support to our providers, who care for our members. As a Provider Customer Service Call and Chat Representative, you will play a crucial role in advocating for our providers, demonstrating accountability and ownership in resolving issues, and promoting a positive experience with our services.

About arenaflex

arenaflex is a leading health care organization that is committed to making a difference in the lives of our members and providers. We believe that every individual deserves access to quality health care, and we are dedicated to creating healthier communities through our innovative solutions and exceptional service. Our team is passionate about delivering results-driven solutions that meet the evolving needs of our providers and members.

Job Summary

As a Provider Customer Service Call and Chat Representative, you will serve as an advocate for our providers, demonstrating accountability and ownership in resolving issues. You will engage with providers in a multi-channel environment, including calls and chats, and will be responsible for triaging contacts from healthcare professionals, understanding their needs, and providing timely resolutions to their inquiries. In this role, you will research and dissect complex prior authorization and claim issues, collaborating with multiple internal partners to ensure effective communication and resolution.

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.

• 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 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

* 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

* Comprehensive benefits package

• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

What We Offer

As a Provider Customer Service Call and Chat Representative at arenaflex, you will have the opportunity to work in a dynamic and challenging environment that offers clear direction for success and opportunities for professional development. Our team is passionate about delivering exceptional service and support to our providers, and we are committed to creating a positive and inclusive work environment that fosters growth and development.

Training and Development

We offer 12 weeks of paid training, conducted virtually from home, with training hours set from 8:00 AM to 4:30 PM CST, Monday through Friday. Our training program is designed to equip you with the skills and knowledge you need to succeed in this role, and we provide ongoing support and development opportunities to help you grow and advance in your career.

Work Environment

Our work environment is fast-paced and dynamic, with a focus on delivering exceptional service and support to our providers. We are committed to creating a positive and inclusive work environment that fosters growth and development, and we offer a range of benefits and perks to support your physical and mental well-being.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and support to our providers, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a positive and inclusive work environment that fosters growth and development, and we are dedicated to making a difference in the lives of our members and providers.

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 team! Apply for this job