Experienced Customer Service Representative – Provider Support and Advocacy

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 delivering high-quality, patient-centered care. We believe that every individual deserves access to quality health care, and we are dedicated to making that a reality. Our team of passionate and dedicated professionals is working tirelessly to create healthier communities and simplify the health care experience. As a Provider Customer Service Call and Chat Representative, you will be an integral part of our team, working closely with providers to resolve issues and advocate for their needs.

Responsibilities

As a Provider Customer Service Call and Chat Representative, your primary responsibilities will include:

• Serving as the advocate 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 experiences 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, 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.

Work Environment and Company Culture

As a telecommuter, you will need to adhere to arenaflex's Telecommuter Policy, which includes maintaining a dedicated workspace and ensuring the security of sensitive company documents. Our company culture is built on a foundation of collaboration, innovation, and customer-centricity. We are committed to creating a work environment that is inclusive, supportive, and empowering. As a member of our team, you will have the opportunity to grow and develop your skills, work with a talented and dedicated team, and make a meaningful impact on the health care system.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary, benefits, and perks. Our benefits package includes medical, dental, and vision insurance, as well as a 401(k) plan and paid time off. We also offer flexible telecommuting options, opportunities for career development and advancement, and a comprehensive training program.

Conclusion

If you are a customer-focused individual with a passion for health care, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to make a significant impact on the health care system, develop your skills and knowledge, and grow your career with a leading health care organization. Apply today to join our team and start making a difference in the lives of our members and providers.

How to Apply

To apply for this position, please visit our website at [insert website URL]. We look forward to hearing from you and learning more about your qualifications and experience. Apply for this job