Experienced Provider Customer Service Call and Chat Representative – Remote in Multiple Locations
At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a leading health care organization, we strive to provide exceptional service to our providers, empowering them to deliver the best possible care to our members. We are seeking an experienced Provider Customer Service Call and Chat Representative to join our team, working remotely in multiple locations. This role is a crucial part of our organization, and we are looking for a highly skilled and motivated individual to serve as an advocate for our providers.
About the Position
As a Provider Customer Service Call and Chat Representative, you will play a vital role in supporting providers who care for our members. Your primary responsibility will be to respond 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 serve as an advocate for providers, demonstrating accountability and ownership in resolving issues. Your exceptional communication and problem-solving skills will enable you to engage with providers in a multi-channel environment, including calls and chats, and provide timely resolutions to their inquiries.
Responsibilities
As a Provider Customer Service Call and Chat Representative, your key responsibilities will include:
- Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues.
- Providing exceptional service to 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.
- Demonstrating 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 to possess the following qualifications:
- 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
While not required, the following qualifications would be beneficial for this role:
- 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
As a valued member of the arenaflex team, you will enjoy a comprehensive benefits package, including:
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
What We Offer
At arenaflex, we are committed to providing a challenging and rewarding work environment that fosters growth and development. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to:
- Work remotely in multiple locations, providing flexibility and work-life balance.
- Develop your skills and expertise in a dynamic and fast-paced environment.
- Collaborate with a talented and dedicated team of professionals.
- Enjoy a comprehensive benefits package and competitive compensation.
- Participate in incentive and recognition programs.
- Contribute to the success of a leading health care organization.
How to Apply
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. 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 workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement. Apply for this job