Experienced Provider Customer Service Call and Chat Representative – Remote in Multiple Locations

At arenaflex, we’re simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the healthcare system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us and start doing your life’s best work.

About arenaflex

arenaflex is a leading healthcare company dedicated to improving the lives of millions of people. We believe that everyone deserves access to quality healthcare, regardless of their background or circumstances. Our mission is to create a healthier world by providing innovative solutions, removing barriers to care, and promoting health equity. We're committed to making a positive impact on the communities we serve and creating a workplace that values diversity, inclusion, and social responsibility.

Job Summary

We're seeking an experienced Provider Customer Service Call and Chat Representative to join our team. As a key member of our customer service team, you'll be responsible for providing exceptional service to healthcare providers, answering their questions, and resolving their issues in a timely and professional manner. You'll work in a fast-paced, dynamic environment, using your excellent communication and problem-solving skills to navigate complex healthcare systems and resolve issues efficiently.

Primary Responsibilities

* Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues

• Service providers in a multi-channel environment, including call, concurrent chat, as required
• Quickly and appropriately triage contacts from healthcare professionals, including physician offices, clinics, and billing offices
• Seek to understand and identify the needs of the provider, answering questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health
• Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and 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

Essential Qualifications

* High School Diploma/GED or equivalent work experience

• 1 year of customer service experience with analyzing and solving customer concerns
• Experience with computer and Windows PC applications, including 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. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays based on business need.

Preferred Qualifications

* 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

Telecommuting Requirements

* Reside within Eastern, Central, or Mountain Time Zone

• Ability to keep all company-sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive an arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

* Ability to multi-task, including the ability to type in multiple conversations

• Ability to resolve calls and messages, avoiding escalated complaints
• Time management skills
• Emotional Intelligence and Empathy
• Active Listening and Comprehension
• Excellent written communication skills
• Demonstrated problem-solving, organization, and interpersonal skills
• Demonstrated experience consistently achieving quality and productivity standards

Career Growth Opportunities and Learning Benefits

* arenaflex offers a comprehensive training program to help you develop the skills and knowledge you need to succeed in your role

• Opportunities for career advancement and professional growth within the company
• Access to ongoing training and development programs to enhance your skills and knowledge
• Collaborative and supportive work environment that encourages learning and growth

Work Environment and Company Culture

* arenaflex is a remote-friendly company, offering flexible work arrangements to support work-life balance

• Collaborative and supportive work environment that encourages learning and growth
• Opportunities for social responsibility and community involvement
• Recognition and rewards for outstanding performance and contributions to the company

Compensation, Perks, and Benefits

* Competitive hourly rate: $16.54 - $32.55 per hour (based on local labor markets, education, work experience, certifications, etc.)

• Comprehensive benefits package, including medical, dental, and vision insurance
• Incentive and recognition programs to reward outstanding performance
• Equity stock purchase and 401(k) contribution (subject to eligibility requirements)
• Paid time off and holidays
• Opportunities for professional development and career advancement

How to Apply

If you're a motivated and customer-focused individual with a passion for healthcare, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Drug-Free Workplace

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Apply for this job