Experienced Provider Customer Service Call and Chat Representative – Remote in Houston, TX
At arenaflex, we're dedicated to delivering exceptional healthcare experiences to our providers and patients alike. As a key member of our team, the Provider Customer Service Call and Chat Representative plays a vital role in supporting healthcare providers by addressing their inquiries related to benefits, eligibility, billing, clinical authorizations, and behavioral health. This full-time position involves multi-channel communication, including phone calls and chat, to ensure providers receive timely and accurate information. If you're passionate about delivering top-notch customer service, resolving issues, and promoting self-service digital tools, we want to hear from you!
About arenaflex
arenaflex is a leading healthcare company that's committed to improving the lives of our members and providers. With a focus on innovation, quality, and customer satisfaction, we're constantly striving to deliver exceptional experiences that exceed expectations. Our team is comprised of dedicated professionals who share a passion for making a difference in the healthcare industry.
Responsibilities
As a Provider Customer Service Call and Chat Representative at arenaflex, you'll be responsible for:
- Serving as the advocate for providers: Demonstrate accountability and ownership to resolve issues, ensuring that providers receive timely and accurate information.
- Multi-channel communication: Service providers in a multi-channel environment, including call and concurrent chat as required, to ensure seamless communication.
- Triage and issue resolution: Quickly and appropriately triage contacts from healthcare professionals, identifying the needs of the provider and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health.
- Research and issue resolution: Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls/messages, escalations, and provider dissatisfaction.
- Collaboration and communication: Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
- Multi-tasking and system navigation: Strong multi-tasking 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.
- Promoting self-service digital tools: 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
To be successful in this role, you'll need:
High School Diploma / GED or equivalent work experience
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Must be 18 years of age or older
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1+ years of customer service experience with 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 * Ability to type at a 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) shift between the hours of 10:35 AM - 7:05 PM CST 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 healthcare experience and knowledge of healthcare terminology
Benefits
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10 weeks of paid training
* Flexibility to work remotely if located within a 60-mile commutable distance of Houston, TX
Why join arenaflex?
At arenaflex, we offer a dynamic and supportive work environment that's dedicated to helping our employees grow and succeed. As a Provider Customer Service Call and Chat Representative, you'll have the opportunity to:
- Develop your skills and expertise: With comprehensive training and ongoing support, you'll be equipped to handle complex issues and provide exceptional customer service.
- Make a meaningful impact: As a key member of our team, you'll play a vital role in supporting healthcare providers and patients, making a real difference in the lives of those we serve.
- Enjoy a flexible work environment: With the option to work remotely, you'll have the flexibility to balance your work and personal life, while still being part of a dynamic and supportive team.
If you're passionate about delivering exceptional customer service and making a difference in the healthcare industry, we want to hear from you! Apply now to join our team as a Provider Customer Service Call and Chat Representative at arenaflex.
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