Experienced Provider Customer Service Call and Chat Representative – Remote in TX

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 to start Caring. Connecting. Growing together.

About arenaflex

arenaflex is a leading healthcare company dedicated to improving the lives of millions of people. We're committed to creating a healthier world by providing innovative solutions, removing barriers to quality care, and fostering a culture of empathy and understanding. Our mission is to help people live healthier lives and make the healthcare system work better for everyone.

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 play a crucial role in serving as the primary point of contact for healthcare providers. Your responsibilities will include resolving issues efficiently, often on the first call, and providing support through various channels like calls and chats. You'll need to navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction.

Key Responsibilities

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

• Service Providers in a multi-channel environment including call, dual chats, and email as required
• Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices)
• Seek 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)
• Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to 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

• 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
• This position involves handling provider calls or concurrent chats, with an expected volume of 50-70 calls/chats daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods.
• Availability to work any of our full-time (40 hours/week), 8-hour shift schedules during our normal business hours of 9:35 AM - 6:05 PM CST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays.

Preferred Qualifications

* Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools

• Healthcare experience and knowledge of healthcare terminology

Soft Skills

* Proficient in multi-tasking, including managing multiple conversations simultaneously

• Skilled in quickly resolving calls and messages, effectively preventing escalated complaints
• Strong time management skills
• High emotional intelligence and empathy
• Excellent active listening and comprehension abilities
• Exceptional written communication skills
• Demonstrated problem-solving, organizational, and interpersonal skills
• Proven track record of consistently achieving quality and productivity standards
• Ability to type at the speed of greater than or equal to 35-40+ WPM with an accuracy of 90%

Telecommuting Requirements

* Reside within the state of Texas

• 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 a arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service

Compensation and Benefits

* The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.

• arenaflex complies with all minimum wage laws as applicable.
• In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

Work Environment and Culture

* arenaflex is a dynamic and fast-paced environment that requires flexibility and adaptability.

• We're committed to creating a culture of empathy and understanding, where everyone feels valued and supported.
• Our team is passionate about making a difference in the lives of millions of people, and we're looking for like-minded individuals to join us on this journey.

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 cover letter, through our website. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Drug-Free Workplace

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

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