At arenaflex, we're simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the healthcare system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.
**About arenaflex**
arenaflex is a leading healthcare company dedicated to improving the lives of millions of people. We're committed to creating a healthier community by removing barriers to quality care. Our mission is to help people live healthier lives and make the healthcare system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life.
**Job Summary**
As a Provider Customer Service Call and Chat Representative at arenaflex, you'll play a crucial role in the healthcare industry by serving as the primary point of contact for healthcare providers. Your responsibilities include resolving issues efficiently, often on the first call, and providing support through various channels like calls and chats. You'll need to navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction. Success in this role is measured by metrics such as first call resolution rate, provider satisfaction scores, and efficient issue resolution time.
**Key Responsibilities**
* Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues
* Service Providers in a multi-channel environment including call, dual chats, and email 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
**Essential Qualifications**
* 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
* This position involves handling provider calls or concurrent chats, with an expected volume of 50-70 calls/chats daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods.
**Preferred Qualifications**
* Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools
* Health care experience and knowledge of healthcare terminology
* Presently employed within arenaflex Operations & Experience.
**Skills and Competencies**
* Proficient in multi-tasking, including managing multiple conversations simultaneously
* Skilled in quickly resolving calls and messages, effectively preventing escalated complaints
* Strong time management skills
* High emotional intelligence and empathy
* Excellent active listening and comprehension abilities
* Exceptional written communication skills
* Demonstrated problem-solving, organizational, and interpersonal skills
* Proven track record of consistently achieving quality and productivity standards
* Ability to type at the speed of greater than or equal to 35-40+ WPM with an accuracy of 90%
**Career Growth Opportunities and Learning Benefits**
* 11 weeks of paid training
* Opportunities for career growth and development within arenaflex
* Access to training and development programs to enhance your skills and knowledge
* Collaborative and supportive work environment
**Work Environment and Company Culture**
* Full-time (40 hours/week) position, Monday-Friday
* Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 9:35 AM-6:05 PM CST
* Occasional overtime, weekends, and/or some holidays may be required
* Telecommuting option available for employees residing within the state of District of Columbia, Virginia, or Maryland
* arenaflex is an equal employment opportunity employer and welcomes diversity in the workplace
**Compensation, Perks, and Benefits**
* Hourly range: $16.88 to $33.22 per hour based on full-time employment
* Comprehensive benefits package, including medical, dental, and vision insurance
* Incentive and recognition programs
* Equity stock purchase and 401k contribution
* Paid time off and holidays
**How to Apply**
If you're passionate about making a difference in the lives of millions of people, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
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