At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a leading provider of health care services, we are seeking an experienced and skilled Provider Customer Service Call and Chat Representative to join our team. This role plays a crucial part in supporting healthcare providers who care for our members, ensuring they have the necessary information and resources to deliver high-quality care.
**About arenaflex**
arenaflex is a dynamic and innovative company that is committed to making a positive impact on the lives of our members and the healthcare professionals who serve them. We believe in creating a culture of excellence, where our employees are empowered to make a difference and grow in their careers. Our company values include a strong commitment to customer service, teamwork, and continuous learning.
**Job Summary**
As a Provider Customer Service Call and Chat Representative, you will be the advocate for healthcare providers, demonstrating accountability and ownership in resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health. 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.
**Responsibilities**
* Serve as the advocate for healthcare providers by demonstrating accountability and ownership to resolve issues.
* Service healthcare 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 healthcare 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 healthcare 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 healthcare 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 healthcare 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 supportive environment, where you can grow and develop your skills and career. We offer a range of benefits and perks, including:
* Comprehensive benefits package, including medical, dental, and vision insurance
* Incentive and recognition programs to reward your hard work and dedication
* Equity stock purchase to give you a stake in the company's success
* 401k contribution to help you plan for your future
* Opportunities for professional development and career growth
* A dynamic and supportive work environment, where you can make a real difference in the lives of our members and healthcare providers
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our online application portal. We look forward to hearing from you!
**Work Environment and Company Culture**
arenaflex is committed to creating a culture of excellence, where our employees are empowered to make a difference and grow in their careers. Our company values include a strong commitment to customer service, teamwork, and continuous learning. We believe in fostering a positive and inclusive work environment, where our employees feel valued, respected, and supported.
**Remote Work Opportunities**
As a remote worker, you will have the flexibility to work from home and enjoy a better work-life balance. Our remote work program is designed to support your productivity and well-being, with regular check-ins and virtual team meetings to keep you connected with your colleagues.
**Career Growth Opportunities**
arenaflex is committed to helping you grow and develop your skills and career. We offer a range of training and development programs, including on-the-job training, mentorship, and coaching. Our goal is to help you achieve your career aspirations and reach your full potential.
**Compensation and Perks**
arenaflex offers a competitive compensation package, including a comprehensive benefits program, incentive and recognition programs, equity stock purchase, and 401k contribution. We also offer a range of perks, including flexible work arrangements, professional development opportunities, and a dynamic and supportive work environment.
**Conclusion**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative at arenaflex, you will have the opportunity to work in a dynamic and supportive environment, where you can grow and develop your skills and career. We look forward to hearing from you!