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 part of a full-time team working 40 hours a week, Monday through Friday, with shifts scheduled during our normal business hours of 11:35 AM to 8:05 PM EST. Given the nature of the business, there may be occasional overtime, weekend, and holiday work required, especially during peak seasons.
**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 in the importance of providing exceptional customer service and creating a supportive environment for our employees to grow and develop their skills. As a telecommuter, you will be part of a dynamic team that is dedicated to making a difference in the health care system.
**Responsibilities**
As a Provider Customer Service Call and Chat Representative, your primary responsibilities will include:
* **Advocating for Providers**: Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues.
* **Multi-Channel Service**: Service providers in a multi-channel environment including call and concurrent chat as required.
* **Triage and Issue Resolution**: Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices) and 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 Dissection**: 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.
* **Collaboration and Communication**: Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
* **Multitasking and Navigation**: 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.
* **Influencing Providers**: 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**
To be successful in this role, you will need to meet the following requirements:
* **Education**: High School Diploma / GED OR equivalent work experience.
* **Age**: Must be 18 years of age OR older.
* **Customer Service Experience**: 1+ years of customer service experience with analyzing and solving customer's concerns.
* **Computer Skills**: Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
* **Typing Speed and Accuracy**: Ability to type at the speed of greater than or equal to 35 - 40+ WPM (words per minute) with an accuracy of 90%.
* **Availability**: Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 11:35 AM - 8:05 PM EST from Monday - Friday.
**Nice-to-Haves**
While not required, the following experiences and skills are highly desirable:
* **Related Environment Experience**: Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.
* **Healthcare Experience and Knowledge**: Prior health care experience and knowledge of healthcare terminology.
**Benefits**
As a Provider Customer Service Call and Chat Representative at arenaflex, you will enjoy the following benefits:
* **Comprehensive Training**: 10 weeks of paid on-the-job training.
* **Flexible Telecommuting Options**: Flexible telecommuting options for those within a 60-mile commutable distance.
* **Career Development Opportunities**: Opportunities for career development and advancement within the organization.
**Work Environment and Company Culture**
As a telecommuter, you will be part of a dynamic team that is dedicated to making a positive impact on the health care system. You will have the opportunity to work in a supportive environment that values employee growth and development. arenaflex is committed to creating a culture that is inclusive, diverse, and respectful of all employees.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package that includes a salary, benefits, and perks. As a telecommuter, you will have the opportunity to work from the comfort of your own home and enjoy a better work-life balance. arenaflex is committed to providing a comprehensive benefits package that includes health, dental, and vision insurance, as well as a 401(k) plan and paid time off.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about making a difference in the health care system, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter that outlines your qualifications and experience.
**Conclusion**
As a Provider Customer Service Call and Chat Representative at arenaflex, you will have the opportunity to make a significant impact on the health care system while developing your skills in a supportive environment. We are committed to creating a culture that values employee growth and development, and we offer a comprehensive benefits package that includes health, dental, and vision insurance, as well as a 401(k) plan and paid time off. If you are a motivated and customer-focused individual who is passionate about making a difference in the health care system, we encourage you to apply for this exciting opportunity.
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