At arenaflex, we're dedicated to revolutionizing the healthcare industry by providing innovative solutions that empower healthcare providers to deliver exceptional patient care. As a Provider Customer Service Call and Chat Representative, you'll play a vital role in supporting our healthcare providers by addressing their inquiries related to benefits, eligibility, billing, clinical authorizations, and behavioral health. This full-time position involves multi-channel communication, including phone calls and chat, to ensure providers receive timely and accurate information.
**About arenaflex**
arenaflex is a leading healthcare company that's committed to improving the lives of millions of people around the world. Our mission is to provide innovative solutions that empower healthcare providers to deliver exceptional patient care. We're passionate about creating a workplace culture that's inclusive, diverse, and supportive of our employees' growth and development. At arenaflex, we believe that our employees are our greatest asset, and we're committed to providing them with the tools, resources, and opportunities they need to succeed.
**Responsibilities**
As a Provider Customer Service Call and Chat Representative, you'll 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.
* Demonstrating strong multi-tasking skills 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'll need:
* 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 a 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) shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.
**Nice-to-haves**
* Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.
* Prior healthcare experience and knowledge of healthcare terminology.
**Benefits**
As a Provider Customer Service Call and Chat Representative at arenaflex, you'll enjoy:
* 10 weeks of paid training to ensure you have the skills and knowledge you need to succeed in this role.
* Flexibility to work remotely if located within a 60-mile commutable distance of Houston, TX.
**What We Offer**
At arenaflex, we're committed to providing our employees with a comprehensive benefits package that includes:
* Competitive salary and bonus structure.
* Comprehensive health insurance, including medical, dental, and vision coverage.
* 401(k) retirement plan with company match.
* Paid time off, including vacation, sick leave, and holidays.
* Opportunities for professional growth and development, including training and education programs.
* A dynamic and inclusive work environment that's committed to diversity, equity, and inclusion.
**How to Apply**
If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding career opportunity, we encourage you to apply for this role. Please submit your resume and a cover letter explaining why you're the ideal candidate for this position. We can't wait to hear from you!
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