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

At arenaflex, we're dedicated to delivering exceptional healthcare services to our members and providers. As a key member of our team, the Provider Customer Service Call and Chat Representative plays a vital role in supporting healthcare 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. The representative will advocate for providers, resolve issues, and promote self-service digital tools to enhance the provider experience.

About arenaflex

arenaflex is a leading healthcare company that's committed to improving the lives of our members and providers. We're passionate about delivering innovative solutions that make a real difference in the healthcare industry. Our team is dedicated to excellence, and we're always looking for talented individuals who share our vision.

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 customer service to healthcare 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, which includes 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%.
• The 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.

Work Environment and Company Culture

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. Our team is passionate about delivering exceptional customer service, and we're always looking for ways to improve our processes and systems. We offer a range of benefits and perks, including:

• A comprehensive training program to ensure your success in the role.
• Opportunities for career growth and professional development.
• A collaborative and supportive work environment.
• Flexible work arrangements, including remote work options.
• A range of benefits and perks, including health insurance, retirement plans, and paid time off.

Compensation and Perks

As a Provider Customer Service Call and Chat Representative at arenaflex, you'll enjoy a competitive salary and a range of benefits and perks. We're committed to recognizing and rewarding our employees for their hard work and dedication, and we offer a range of incentives and bonuses to help you achieve your goals.

How to Apply

If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We can't wait to hear from you! Apply Job! Apply for this job