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 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. If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we encourage you to join our team and be a part of arenaflex's mission to transform the healthcare landscape.
**About the Role**
As a Provider Customer Service Call and Chat Representative at arenaflex, you will be the advocate for healthcare providers, demonstrating accountability and ownership to resolve issues. You will serve providers in a multi-channel environment, including call and concurrent chat, to ensure timely and accurate information. Your primary responsibility will be to quickly and appropriately triage contacts from healthcare professionals, seeking to understand and identify their needs, answering questions, and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health.
**Key Responsibilities**
* Serve as the advocate for healthcare providers by demonstrating accountability and ownership to resolve issues.
* Service providers in a multi-channel environment, including call and concurrent chat 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 multi-tasking 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.
**Requirements**
* 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**
* 10 weeks of paid training.
* Flexibility to work remotely if located within a 60-mile commutable distance of Houston, TX.
**Why Join arenaflex?**
At arenaflex, we're committed to creating a work environment that fosters growth, innovation, and collaboration. As a Provider Customer Service Call and Chat Representative, you'll have the opportunity to:
* Work with a talented team of professionals who share your passion for delivering exceptional customer service.
* Develop your skills and expertise through comprehensive training and ongoing support.
* Contribute to the success of arenaflex by providing timely and accurate information to healthcare providers.
* Enjoy a flexible work schedule and the opportunity to work remotely.
* Take advantage of our comprehensive benefits package, including paid training and a competitive salary.
**How to Apply**
If you're 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, including your resume and a cover letter, through our website. We can't wait to hear from you!
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