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 key member of our team, the Experienced Provider Customer Service Call and Chat Representative plays a vital role in supporting 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 passionate about transforming the way healthcare is delivered. With a strong commitment to innovation and customer satisfaction, we're constantly pushing the boundaries of what's possible in the healthcare industry. Our team is comprised of dedicated professionals who share a common goal: to make a meaningful difference in the lives of healthcare providers and their patients.
**Responsibilities**
As a Provider Customer Service Call and Chat Representative at arenaflex, you'll be responsible for:
* **Advocating for Providers**: Serve as the advocate for healthcare providers by demonstrating accountability and ownership to resolve issues. This involves actively listening to their concerns, empathizing with their challenges, and taking ownership of resolving their issues in a timely and effective manner.
* **Multi-Channel Communication**: Service healthcare providers in a multi-channel environment, including call and concurrent chat as required. This requires excellent communication skills, the ability to navigate multiple systems, and a strong focus on providing exceptional customer service.
* **Triage and Issue Resolution**: Quickly and appropriately triage contacts from healthcare professionals, including physician offices, clinics, and billing offices. Identify the needs of the provider, answer questions, and resolve issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health.
* **Research and Analysis**: Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls/messages, escalations, and provider dissatisfaction.
* **Collaboration and Communication**: Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner. This requires strong communication skills, the ability to work collaboratively with others, and a focus on providing exceptional customer service.
* **Self-Service Digital Tools**: Influence healthcare 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:
* **High School Diploma / GED or Equivalent Work Experience**: A high school diploma or equivalent work experience is required.
* **Age Requirement**: Must be 18 years of age or older.
* **Customer Service Experience**: 1+ years of customer service experience with analyzing and solving customer concerns.
* **Computer Skills**: Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications.
* **Typing Speed and Accuracy**: Ability to type at a speed of greater than or equal to 35-40+ WPM with an accuracy of 90%.
* **Availability**: 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**
While not required, experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools is a plus. Prior healthcare experience and knowledge of healthcare terminology are also desirable.
**Benefits**
As a Provider Customer Service Call and Chat Representative at arenaflex, you'll enjoy:
* **10 Weeks of Paid Training**: Comprehensive training to ensure you're equipped with the skills and knowledge needed to succeed in this role.
* **Remote Work Option**: Flexibility to work remotely if located within a 60-mile commutable distance of Houston, TX.
**Why Join arenaflex?**
At arenaflex, we're passionate about creating a work environment that's inclusive, supportive, and empowering. We believe in the importance of work-life balance, offering flexible scheduling options to ensure you have the time and energy to pursue your passions outside of work. Our team is comprised of dedicated professionals who share a common goal: to make a meaningful difference in the lives of healthcare providers and their patients.
**How to Apply**
If you're a motivated and customer-focused individual who's passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Visit our website to learn more about our company culture and values, and to submit your application.
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