Experienced Provider Customer Service Call and Chat Representative - Remote Opportunity in Houston, TX

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed the expectations of our healthcare providers. As a Provider Customer Service Call and Chat Representative, you'll play a vital role in supporting our providers by addressing their inquiries related to benefits, eligibility, billing, clinical authorizations, and behavioral health. This full-time position involves multi-channel communication, including phone calls and chat, to ensure providers receive timely and accurate information.

About arenaflex

arenaflex is a leading healthcare organization that's passionate about improving the lives of our members and the communities we serve. With a commitment to innovation, quality, and customer-centricity, we're shaping the future of healthcare. Our team of dedicated professionals is driven by a shared purpose: to make a meaningful difference in the lives of our members and providers.

Responsibilities

As a Provider Customer Service Call and Chat Representative at arenaflex, you'll be responsible for:

• Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues.
• Providing exceptional service to 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.
• Demonstrating strong multi-tasking skills 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'll need:

• A 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, including the ability to navigate and learn new and complex computer system applications.
• The ability to type at a 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) shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.

Nice-to-haves

While not required, experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools, is a plus. Prior healthcare experience and knowledge of healthcare terminology are also desirable.

Benefits

As a Provider Customer Service Call and Chat Representative at arenaflex, you'll enjoy:

• 10 weeks of paid training to ensure your success in the role.
• Flexibility to work remotely if located within a 60-mile commutable distance of Houston, TX.

What We Offer

At arenaflex, we're committed to providing a supportive and inclusive work environment that fosters growth, learning, and collaboration. As a member of our team, you'll have access to:

• Comprehensive training and development programs to enhance your skills and knowledge.
• Opportunities for career growth and advancement.
• A dynamic and diverse work environment that values innovation, creativity, and teamwork.
• Competitive compensation and benefits packages.
• Recognition and rewards for outstanding performance and contributions.

Join Our Team

If you're passionate about delivering exceptional customer experiences and making a meaningful difference in the lives of our providers, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative at arenaflex, you'll be part of a talented team that's shaping the future of healthcare. Apply now and take the first step towards a rewarding career with arenaflex.

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