Experienced Provider Customer Service Call and Chat Representative – Telecommute Opportunity in Dublin, OH
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 in the importance of providing exceptional customer service and creating a supportive environment for our employees to grow and develop their skills. As a telecommuter, you will have the flexibility to work from the comfort of your own home while still being part of a dynamic and collaborative team.
Key Responsibilities
As a Provider Customer Service Call and Chat Representative, your primary responsibilities will include:
- Advocating for providers by demonstrating accountability and ownership to resolve issues
- Serving 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
- 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
- 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 meet the following 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
While not required, the following experience and skills would be beneficial in this role:
- 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
As a Provider Customer Service Call and Chat Representative at arenaflex, you will enjoy the following 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
Career Growth Opportunities
arenaflex is committed to helping our employees grow and develop their skills. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to:
- Develop your skills in a supportive environment
- Take on new challenges and responsibilities
- Collaborate with internal partners to ensure timely communication and resolution of provider concerns
- Influence providers to utilize self-service digital tools to enhance their experience and expedite issue resolution
Work Environment and Company Culture
As a telecommuter, you will have the flexibility to work from the comfort of your own home while still being part of a dynamic and collaborative team. arenaflex values diversity, equity, and inclusion and is committed to creating a workplace that is welcoming and inclusive for all employees.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including a salary and benefits. As a telecommuter, you will also have access to flexible telecommuting options and opportunities for career development and advancement within the organization.
How to Apply
If you are a motivated and customer-focused individual who is passionate about making a positive impact on the lives of our members and the communities we serve, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about this role and to submit your application. Apply Now! Apply for this job