Experienced Provider Customer Service Call and Chat Representative – Advocate for Healthcare Providers in Remote Houston, TX

At arenaflex, we're dedicated to revolutionizing the healthcare industry by providing innovative solutions that empower healthcare providers to deliver exceptional patient care. 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.

About arenaflex

arenaflex is a leading healthcare company that's passionate about transforming the way healthcare is delivered. We're committed to providing our customers with exceptional service, innovative solutions, and a collaborative approach to healthcare. Our team is comprised of dedicated professionals who share a common goal: to make a positive impact on the lives of our customers and the communities we serve.

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 service to providers in a multi-channel environment, including call and concurrent chat as required
• Quickly and appropriately triaging contacts from healthcare professionals, including 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 year 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 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
• Opportunities for career growth and professional development in a dynamic and innovative company
• A collaborative and supportive work environment that values diversity, equity, and inclusion
• Competitive compensation and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off

What We Offer

At arenaflex, we're committed to providing our employees with a comprehensive benefits package that includes:

• Medical, dental, and vision insurance
• 401(k) matching
• Paid time off
• Flexible work arrangements, including remote work options
• Opportunities for career growth and professional development
• A collaborative and supportive work environment that values diversity, equity, and inclusion

How to Apply

If you're passionate about delivering exceptional customer service and making a positive impact on the lives of healthcare providers, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!

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