Experienced Customer Service Representative – Provider Support – Remote in IN
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 to start Caring. Connecting. Growing together.
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 future for everyone, regardless of their background or circumstances. Our mission is to help people live healthier lives and make the health system work better for everyone.
Job Summary
We're seeking an experienced Customer Service Representative to join our team in Indiana. As a Provider Support Representative, you'll be the advocate for healthcare providers, demonstrating accountability and ownership to resolve issues. You'll work in a multi-channel environment, including call and concurrent chat, to provide exceptional service to our providers. If you're passionate about delivering top-notch customer service and have a strong desire to make a difference in the lives of others, we encourage you to apply.
Primary Responsibilities
* Serve as the advocate for healthcare 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, including physician offices, clinics, and billing offices
- Seek to understand and identify the needs of the provider, answering questions and resolving issues, such as benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
- Research and dissect complex prior authorization and claim issues, taking 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, 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
- 1 year of customer service experience analyzing and solving customer's concerns
- Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
- Typing Speed greater than or equal to 35-40 WPM with accuracy of 90%
- Ability to work full-time (40 hours/week) Monday - Friday between 10:35am – 7:05pm CST. It may be necessary, given the business need, to work some holidays, weekends, and/or overtime as business needs require
- Must be 18 years of age or older
Preferred Qualifications
* Experience in a related environment, such as office, call center, customer service, etc., using phones and computers as the primary job tools
- Prior healthcare experience and knowledge of healthcare terminology
Telecommuting Requirements
* Reside within the state of Indiana
- 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
The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors, including but not limited to local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable. In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with arenaflex, you'll find a far-reaching choice of benefits and incentives.
Diversity, Equity, 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.
Work Environment and Culture
arenaflex is a dynamic and inclusive work environment that values diversity, equity, and inclusion. We're committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. Our culture is built on the principles of collaboration, innovation, and customer-centricity.
How to Apply
If you're passionate about delivering exceptional customer service and making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex. Apply Job! Apply for this job