Experienced Customer Service Representative – Provider Support and Advocacy
At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a key member of our team, the Provider Customer Service Call and Chat Representative plays a vital 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. The role is full-time, requiring 40 hours per week from Monday to Friday, with flexibility to work any of our 8-hour shift schedules during normal business hours of 10:35 AM to 7:05 PM CST. Given the business needs, occasional overtime, weekends, and holidays may be required. The position includes 12 weeks of paid training, conducted virtually from home, with training hours set from 8:00 AM to 4:30 PM CST, Monday through Friday.
About arenaflex
arenaflex is a leading health care organization that is committed to providing innovative solutions to improve the health and well-being of our members. We believe in creating a culture of excellence, where our employees are empowered to make a difference in the lives of others. Our team is passionate about delivering exceptional customer service, and we are seeking a talented and dedicated individual to join our ranks as a Provider Customer Service Call and Chat Representative.
Key Responsibilities
As a Provider Customer Service Call and Chat Representative, you will be responsible for: - Serving as an advocate for providers by demonstrating accountability and ownership to resolve issues. - Providing exceptional customer 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 multitasking 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 will need to possess: - A High School Diploma / GED or equivalent work experience. - At least 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. - The 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
While not required, prior health care experience and knowledge of healthcare terminology would be beneficial in this role. Additionally, experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools, would be an asset.
Benefits
As a valued member of our team, you will enjoy a comprehensive benefits package, including: - Incentive and recognition programs - Equity stock purchase - 401k contribution
Career Growth Opportunities and Learning Benefits
arenaflex is committed to the growth and development of our employees. As a Provider Customer Service Call and Chat Representative, you will have access to: - Ongoing training and development opportunities to enhance your skills and knowledge. - Mentorship and coaching from experienced team members. - Opportunities for career advancement and professional growth within the organization.
Work Environment and Company Culture
arenaflex is a dynamic and fast-paced organization that values innovation, collaboration, and customer satisfaction. Our team is passionate about delivering exceptional service and making a positive impact on the lives of our members. As a Provider Customer Service Call and Chat Representative, you will be part of a supportive and inclusive team that is dedicated to excellence.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including a comprehensive benefits program, incentive and recognition programs, equity stock purchase, and 401k contribution. Our team members also enjoy a range of perks and benefits, including flexible work arrangements, professional development opportunities, and a supportive work environment.
Conclusion
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for the Provider Customer Service Call and Chat Representative role at arenaflex. This is an exciting opportunity to join a dynamic and innovative organization that is committed to making a positive impact on the lives of our members. Apply now to take the first step towards a rewarding and challenging career with arenaflex! Apply for this job