At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a Provider Customer Service Call and Chat Representative, you will play a crucial role in supporting 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 be the advocate for providers, demonstrating accountability and ownership to resolve their issues effectively. This full-time role requires flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST, Monday through Friday. You may also be required to work occasional overtime, weekends, and/or some holidays based on business needs. The position includes 14 weeks of paid training, conducted virtually from your home, with training hours from 8:00 AM - 4:30 PM CST, Monday through Friday.
**About arenaflex**
arenaflex is a leading health care organization that is committed to making a positive impact on the lives of our members and the communities we serve. We believe that everyone deserves access to quality health care, and we are dedicated to simplifying the health care experience through innovative solutions and exceptional customer service. Our team of passionate and dedicated professionals is driven by a shared vision of creating healthier communities, and we are excited to welcome like-minded individuals to join our team.
**Responsibilities**
As a Provider Customer Service Call and Chat Representative, you will 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
* Utilizing strong multitasking 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 will need to possess:
* A 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
* The 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**
While not required, the following qualifications would be beneficial:
* Prior health care 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**
As a member of the arenaflex team, you will enjoy a comprehensive benefits package, including:
* 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 and providing opportunities for growth and development. As a Provider Customer Service Call and Chat Representative, you will have access to:
* Ongoing training and development opportunities to enhance your skills and knowledge
* Opportunities for career advancement and professional growth
* A collaborative and supportive work environment that encourages open communication and teamwork
**Work Environment and Company Culture Highlights at arenaflex**
arenaflex is committed to creating a work environment that is inclusive, diverse, and supportive of our employees' well-being. As a Provider Customer Service Call and Chat Representative, you will be part of a team that is passionate about making a positive impact on the lives of our members and the communities we serve. Our company culture values:
* Collaboration and teamwork
* Innovation and creativity
* Customer focus and satisfaction
* Employee well-being and development
* Diversity, equity, and inclusion
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. As a remote employee, you will also enjoy the flexibility to work from the comfort of your own home, with access to the latest technology and tools to support your success.
**Conclusion**
If you are a motivated and customer-focused individual who is passionate about making a positive impact on the lives of our members and the communities we serve, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative at arenaflex, you will have the opportunity to work in a dynamic and supportive environment, with access to ongoing training and development opportunities, career growth and advancement, and a comprehensive benefits package. Apply now to join our team and start making a difference in the lives of our members and the communities we serve.
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