At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a Provider Customer Service Call and Chat Representative, you will play a crucial role in supporting providers who care for our members. This position involves 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. You will be part of a full-time team working 40 hours a week, Monday through Friday, with shifts scheduled during our normal business hours of 11:35 AM to 8:05 PM EST. Given the nature of the business, there may be occasional overtime, weekend, and holiday work required, especially during peak seasons.
**About arenaflex**
arenaflex is a leading health care organization that is committed to making a positive impact on the lives of our members and the communities we serve. We believe in the importance of providing exceptional customer service and creating a supportive environment for our employees to grow and develop their skills. As a telecommuter, you will have the flexibility to work from the comfort of your own home, while still being part of a dynamic and collaborative team.
**Responsibilities**
As a Provider Customer Service Call and Chat Representative, your primary 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 meet the following requirements:
* High School Diploma / GED OR equivalent work experience.
* Must be 18 years of age OR older.
* 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 (words per minute) with an accuracy of 90%.
* Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 11:35 AM - 8:05 PM EST from Monday - Friday.
**Nice-to-haves**
While not required, the following experiences and skills would be beneficial in this role:
* Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.
* Prior health care experience and knowledge of healthcare terminology.
**Benefits**
As a Provider Customer Service Call and Chat Representative at arenaflex, you will enjoy the following benefits:
* 10 weeks of paid on-the-job training.
* Flexible telecommuting options for those within a 60-mile commutable distance.
* Opportunities for career development and advancement within the organization.
**Work Environment and Company Culture**
As a telecommuter, you will be working from the comfort of your own home, but you will still be part of a dynamic and collaborative team. arenaflex values its employees and provides a supportive environment for growth and development. You will have the opportunity to work with a talented team of professionals who are passionate about making a positive impact on the health care system.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including a salary and benefits. As a telecommuter, you will also have the flexibility to work from the comfort of your own home, which can help reduce commuting time and expenses. Additionally, you will have access to a range of benefits, including health insurance, retirement plans, and paid time off.
**Career Growth Opportunities and Learning Benefits**
arenaflex is committed to providing opportunities for career growth and development. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to develop your skills and knowledge in a supportive environment. You will also have access to a range of training and development programs, including on-the-job training, online courses, and mentorship opportunities.
**Conclusion**
If you are a motivated and customer-focused individual who is passionate about making a positive impact on the health care system, 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 with a talented team of professionals, develop your skills and knowledge, and make a real difference in the lives of our members and the communities we serve.
**How to Apply**
If you are interested in this opportunity, please submit your application through our website. We look forward to hearing from you and learning more about your qualifications and experience.