Experienced Provider Customer Service Call and Chat Representative – Remote

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, and growing together.

About arenaflex

arenaflex is a leading healthcare organization that is dedicated to providing innovative solutions to improve the lives of our members. We're committed to creating a healthier environment, where everyone has access to quality care, regardless of their background or circumstances. Our mission is to help people live healthier lives and make the healthcare system work better for everyone.

Job Summary

We're seeking an experienced Provider Customer Service Call and Chat Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our healthcare providers, resolving issues, and answering questions in a timely and professional manner. This is a full-time, remote position, and you will have the flexibility to work from the comfort of your own home.

Primary 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
• Providing service to providers in a multi-channel environment, including call, concurrent chat, and email
• Quickly and appropriately triaging contacts from healthcare professionals, including physician offices, clinics, and billing offices
• Seeking to understand and identify the needs of the provider, answering questions, and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and 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
• 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
• Influencing 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

To be successful in this role, you will need:

• A high school diploma or equivalent work experience
• Must be 18 years of age or older
• 1+ years of customer service experience with analyzing and solving customer concerns
• Ability to type at the speed of greater than or equal to 35-40+ WPM with an accuracy of 90%
• Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 9 AM - 5:35 PM CST from Monday - Friday, with occasional overtime, weekends, and holidays as needed

Preferred Qualifications

While not required, we prefer candidates with:

• Prior healthcare experience and knowledge of healthcare terminology
• Experience in a related environment, such as an office, call center, customer service, etc., using phones and computers as the primary job tools

Telecommuting Requirements

As a remote employee, you will need to:

• Reside within the state of Tennessee
• Ability to keep all company-sensitive documents secure
• 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

To succeed in this role, you will need to possess:

• 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

Benefits and Perks

As an arenaflex employee, you will enjoy:

• Competitive salary
• 11 weeks of paid training
• Flexible work schedule, including remote work options
• Opportunities for career growth and professional development
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Access to cutting-edge technology and tools

Diversity, Equity, and Inclusion

At arenaflex, we believe that diversity creates a healthier atmosphere. We are 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.

How to Apply

If you're passionate about making a difference in the lives of our members and are looking for a challenging and rewarding career opportunity, apply now! We can't wait to hear from you. Apply to this job Apply for this job