At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a leading health insurance company, we strive to provide exceptional service to our providers, who care for our members. In this role, you will play a crucial part in supporting our providers by responding 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. This is an exciting opportunity to join our team and make a meaningful impact in the lives of our providers and members.
**About the Role**
As a Provider Customer Service Call and Chat Representative, you will serve as an advocate for our 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. Strong multitasking skills are essential, as you will navigate over 30 systems to extract necessary information across various lines of business.
**Responsibilities**
* Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues.
* Service 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 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 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 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 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**
* Comprehensive benefits package
* Incentive and recognition programs
* Equity stock purchase
* 401k contribution
**What We Offer**
At arenaflex, we are committed to providing a supportive and inclusive work environment that fosters growth and development. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to:
* Work in a dynamic and fast-paced environment with a team of dedicated professionals.
* Develop your skills and knowledge in a variety of areas, including customer service, healthcare, and technology.
* Collaborate with multiple internal partners to ensure effective communication and resolution.
* Influence providers to utilize self-service digital tools, promoting faster resolutions and enhancing their experience with our services.
* Participate in ongoing training and development programs to enhance your skills and knowledge.
**Career Growth Opportunities**
arenaflex is committed to helping our employees grow and develop their careers. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to:
* Develop your skills and knowledge in a variety of areas, including customer service, healthcare, and technology.
* Take on additional responsibilities and challenges as you grow and develop in your role.
* Participate in ongoing training and development programs to enhance your skills and knowledge.
* Consider opportunities for advancement within the company.
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced company that values innovation, collaboration, and customer satisfaction. Our work environment is supportive and inclusive, with a focus on employee growth and development. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to work in a team-oriented environment with a dedicated team of professionals.
**Compensation, Perks, and Benefits**
arenaflex offers a comprehensive benefits package, including:
* Competitive salary and bonus structure.
* Comprehensive health insurance package.
* 401k contribution and equity stock purchase.
* Incentive and recognition programs.
* Paid time off and holidays.
* Flexible work arrangements, including remote work options.
**How to Apply**
If you are a motivated and customer-focused individual with a passion for healthcare, we encourage you to apply for this exciting opportunity. Please visit our website at [arenaflex website URL] to submit your application and learn more about our company culture and benefits.
**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, regardless of their background, culture, or identity.
**Contact Us**
If you have any questions or would like to learn more about this opportunity, please contact our HR department at [arenaflex HR email address]. We look forward to hearing from you!