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 for our members and providers. Our team is passionate about delivering exceptional customer service and creating a supportive environment for our providers.
**Key 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 to have:
* A 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 are highly desirable:
* 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:
* 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 remote employee, you will be expected to maintain a dedicated workspace and ensure the security of sensitive company documents. You will be part of a supportive team that is passionate about delivering exceptional customer service and creating a positive impact on the health care system. Our company culture values collaboration, innovation, and continuous learning, and we offer a range of benefits and perks to support your well-being and career growth.
**Compensation and Perks**
arenaflex offers a competitive compensation package, including a salary, benefits, and perks. Our compensation package is designed to recognize your performance and provide opportunities for career growth and advancement.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. 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 opportunities for career growth and advancement for all employees.
**Contact Us**
If you have any questions or would like to learn more about this opportunity, please contact our HR team at [insert contact information]. We look forward to hearing from you!
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