Experienced Provider Customer Service Call and Chat Representative – Healthcare Advocacy and Support

At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a Provider Customer Service Call and Chat Representative, you will play a crucial 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. You will be part of a full-time team working 40 hours a week, Monday through Friday, with shifts scheduled during our normal business hours of 11:35 AM to 8:05 PM EST. Given the nature of the business, there may be occasional overtime, weekend, and holiday work required, especially during peak seasons.

About arenaflex

arenaflex is a leading health care organization that is committed to making a positive impact on the lives of our members and the communities we serve. We believe that everyone deserves access to quality health care, and we are dedicated to simplifying the health care experience through innovative solutions and exceptional customer service. Our team of passionate and dedicated professionals is working together to create a healthier future for all.

Job Summary

As a Provider Customer Service Call and Chat Representative, you will be the advocate for providers, demonstrating accountability and ownership to resolve issues. You will serve providers in a multi-channel environment, including call and concurrent chat, and quickly and appropriately triage contacts from healthcare professionals. You will also 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.

Responsibilities

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

• Service providers in a multi-channel environment including call and concurrent chat 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.

Requirements

* 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.
• Ability to type at the 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), 8-hour shift between the hours of 11:35 AM - 8:05 PM EST from Monday - Friday.

Nice-to-haves

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

• Prior health care experience and knowledge of healthcare terminology.

Benefits

* 10 weeks of paid on-the-job training.

• Flexible telecommuting options for those within a 60-mile commutable distance.
• Opportunities for career development and advancement within the organization.

What We Offer

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

• Competitive salary and bonus structure
• Comprehensive health insurance
• 401(k) retirement plan with company match
• Paid time off (PTO) and holidays
• Flexible telecommuting options
• Opportunities for career development and advancement within the organization

Why Join arenaflex?

* Make a meaningful impact on the health care system

• Develop your skills in a supportive environment
• Recognized for your performance and provided with clear direction for success in your role
• Opportunities for career development and advancement within the organization
• Competitive salary and benefits package
• Flexible telecommuting options

How to Apply

If you are a motivated and customer-focused individual who is passionate about making a difference in the health care industry, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the position. We look forward to hearing from you!

Contact Information

If you have any questions or would like to learn more about this opportunity, please contact our HR department at [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement to all qualified candidates. Apply for this job