At arenaflex, we are dedicated to simplifying the healthcare experience and creating healthier communities. As a leading provider of innovative healthcare solutions, we are seeking an experienced Customer Service Representative to join our team. In this critical role, you will serve as an advocate for healthcare providers, demonstrating accountability and ownership in resolving issues and promoting a seamless experience with our services.
**About the Position**
As a Customer Service Representative, you will play a vital role in supporting healthcare 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 engage with providers in a multi-channel environment, including calls and chats, and will be responsible for triaging contacts from healthcare professionals, understanding their needs, and providing timely resolutions to their inquiries.
**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 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.
**Requirements**
* High School Diploma / GED OR equivalent work experience.
* 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 with an accuracy of 90%.
* Must be 18 years of age or older.
* Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.
**Nice-to-Haves**
* Prior healthcare experience and knowledge of healthcare terminology.
* Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.
**Benefits**
* Comprehensive benefits package
* Incentive and recognition programs
* Equity stock purchase
* 401k contribution
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we believe in investing in our employees' growth and development. As a Customer Service Representative, you will have access to:
* 12 weeks of paid training, conducted virtually from home, with training hours set from 8:00 AM to 4:30 PM CST, Monday through Friday.
* Ongoing coaching and feedback to ensure your success in the role.
* Opportunities for professional development and advancement within the company.
* Access to a comprehensive training program, including online courses and workshops.
**Work Environment and Company Culture**
At arenaflex, we pride ourselves on creating a positive and inclusive work environment. As a Customer Service Representative, you will be part of a dynamic team that is passionate about delivering exceptional customer service. Our company culture is built on the values of:
* Collaboration and teamwork
* Innovation and creativity
* Accountability and ownership
* Respect and empathy
**Compensation, Perks, and Benefits**
As a Customer Service Representative at arenaflex, you can expect a competitive compensation package, including:
* A comprehensive benefits package, including medical, dental, and vision insurance.
* Incentive and recognition programs to reward your hard work and dedication.
* Equity stock purchase to give you a stake in the company's success.
* 401k contribution to help you plan for your future.
**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, including your resume and a cover letter, to [insert contact information]. 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, regardless of their background, culture, or identity.
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