Experienced Provider Customer Service Call and Chat Representative – Remote in Houston, TX
At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed the expectations of our healthcare providers. As an Experienced 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 company that's passionate about improving the lives of our members and providers. We're committed to delivering innovative solutions that make a meaningful difference in the healthcare industry. Our team is comprised of dedicated professionals who share a common goal: to provide exceptional service and support to our providers.
Responsibilities
As an Experienced Provider Customer Service Call and Chat Representative, 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, such as physician offices, clinics, and billing offices.
* Seeking 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.
* Researching and dissecting complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and 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.
* Utilizing 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.
* 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 an Experienced 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 and development. Our team is passionate about delivering exceptional customer experiences, and we're looking for like-minded individuals to join our team.
How to Apply
If you're 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 arenaflex and our available positions.
Contact Us
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you!