Experienced Full Stack Customer Service Representative – Healthcare Provider Support

At arenaflex, we are dedicated to simplifying the healthcare experience and creating healthier communities. As a key member of our team, the Provider Customer Service Call and Chat Representative plays 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. The role is full-time, requiring 40 hours per week from Monday to Friday, with flexibility to work any of our 8-hour shift schedules during normal business hours of 10:35 AM to 7:05 PM CST. Given the business needs, occasional overtime, weekends, and holidays may be required. The position includes 12 weeks of paid training, conducted virtually from home, with training hours set from 8:00 AM to 4:30 PM CST, Monday through Friday.

About arenaflex

arenaflex is a leading healthcare organization that is committed to delivering high-quality services to our members. We believe in creating a positive and supportive work environment that fosters growth and development. Our team is passionate about making a difference in the lives of our members and providers, and we are seeking like-minded individuals to join our team.

Responsibilities

As a Provider Customer Service Call and Chat Representative, you will be responsible for:

• 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:

• High School Diploma / GED OR equivalent work experience
• 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 with an accuracy of 90%
• Must be 18 years of age or older
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday

Nice-to-haves

While not required, the following skills and experiences would be beneficial:

• Prior healthcare experience and knowledge of healthcare terminology
• Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools

Benefits

As a member of our team, you will enjoy a comprehensive benefits package, including:

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our team members. As a Provider Customer Service Call and Chat Representative, you will have opportunities to:

• Develop your skills and knowledge in a dynamic and fast-paced environment
• Collaborate with multiple internal partners to ensure effective communication and resolution
• Influence providers to utilize self-service digital tools, promoting faster resolutions and enhancing their experience with our services
• Participate in training and development programs to enhance your skills and knowledge

Work Environment and Company Culture

arenaflex is a supportive and inclusive work environment that values diversity and promotes a culture of excellence. As a member of our team, you will have the opportunity to:

• Work in a dynamic and fast-paced environment with a team of dedicated professionals
• Collaborate with multiple internal partners to ensure effective communication and resolution
• Participate in training and development programs to enhance your skills and knowledge
• Enjoy a comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Competitive hourly rate
• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

Conclusion

If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of our members and providers, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to develop your skills and knowledge in a dynamic and fast-paced environment, collaborate with multiple internal partners, and influence providers to utilize self-service digital tools. Apply now to join our team and be a part of creating healthier communities. Apply To This Job Apply for this job