At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a leading health care organization, we are committed to providing exceptional service to our members and partners. The Provider Customer Services Call and Chat Representative plays a crucial role in supporting providers who care for our members, and we are seeking a highly motivated and customer-focused individual to join our team.
**About the Position**
As a Provider Customer Service Call and Chat Representative, you will be the advocate for providers, demonstrating accountability and ownership in resolving issues. 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. In this role, you will research and dissect complex prior authorization and claim issues, collaborating with multiple internal partners to ensure effective communication and resolution.
**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
* Serving 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
* 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
* 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 in 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 Provider Customer Service Call and Chat Representative at arenaflex, you will enjoy a comprehensive benefits package, including:
* Comprehensive benefits package
* Incentive and recognition programs
* Equity stock purchase
* 401k contribution
**Work Environment and Company Culture**
arenaflex is committed to creating a work environment that is inclusive, supportive, and empowering. Our team is dedicated to providing exceptional service to our members and partners, and we are seeking like-minded individuals to join our team. As a remote employee, you will have the flexibility to work from home and enjoy a work-life balance that suits your needs.
**Career Growth Opportunities and Learning Benefits**
arenaflex is committed to the growth and development of our employees. As a Provider Customer Service Call and Chat Representative, you will have access to training and development opportunities that will help you grow in your career. You will also have the opportunity to work with a diverse team of professionals who are passionate about delivering exceptional service.
**Compensation and Perks**
arenaflex offers a competitive compensation package, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. As a remote employee, you will also enjoy the flexibility to work from home and enjoy a work-life balance that suits your needs.
**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 visit our website to learn more about this role and to submit your application.