Experienced Provider Customer Service Call and Chat Representative – Remote Opportunity in Central or Mountain Time Zone for a Dynamic Healthcare Company

Introduction to arenaflex

arenaflex is a leading healthcare company dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

At arenaflex, we are passionate about building a healthcare system that is more responsive, affordable, and equitable. We are looking for talented and dedicated professionals to join our team and help us achieve our mission. As a Provider Customer Service Call and Chat Representative, you will play a critical role in supporting providers who care for our members, providing exceptional customer service, and resolving issues in a timely and efficient manner.

Job Overview

The Provider Customer Service Call and Chat Representative will be responsible for providing responses to questions from providers, including benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health. This position is full-time (40 hours/week) and requires flexibility to work any of our 8-hour shift schedules during our normal business hours of 10:35 AM - 7:05 PM CST. Occasional overtime, weekends, and holidays may be required based on business needs.

We offer 14 weeks of paid training, which will be conducted virtually from your home. The training hours will be 8:00 AM - 4:30 PM CST, Monday - Friday. All telecommuters will be required to adhere to arenaflex's Telecommuter Policy.

Primary Responsibilities

• Serve as the advocate for 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

Required Qualifications

• High School Diploma/GED or equivalent work experience
• 1+ years of customer service experience with analyzing and solving customer 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 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, with occasional overtime, weekends, and holidays based on business needs

Preferred Qualifications

• 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

Telecommuting Requirements

• Reside within Central or Mountain Time Zone
• Ability to keep all company-sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive an arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

• Ability to multi-task, including the ability to type in multiple conversations
• Ability to resolve calls and messages, avoiding escalated complaints
• Time management skills
• Emotional Intelligence and Empathy
• Active Listening and Comprehension
• Excellent written communication skills
• Demonstrated problem-solving, organization, and interpersonal skills
• Demonstrated experience consistently achieving quality and productivity standards

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to develop your skills and knowledge in a dynamic and supportive environment. We offer a range of training and development programs, including on-the-job training, mentorship, and career advancement opportunities.

We believe in recognizing and rewarding our employees for their hard work and contributions to the company. You will have the opportunity to earn incentives and bonuses, and to participate in our comprehensive benefits package, which includes medical, dental, and vision coverage, as well as a 401(k) plan and paid time off.

Work Environment and Company Culture

At arenaflex, we are proud of our diverse and inclusive work environment. We believe that diversity creates a healthier atmosphere, and we are committed to creating a workplace that is welcoming and inclusive to all employees. We are an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

We are a drug-free workplace, and candidates are required to pass a drug test before beginning employment. We are committed to maintaining a safe and healthy work environment, and we expect all employees to adhere to our policies and procedures.

Compensation, Perks, and Benefits

We offer a competitive salary range for this position, which is based on several factors, including local labor markets, education, work experience, certifications, and other relevant factors. In addition to your salary, you will be eligible to participate in our comprehensive benefits package, which includes medical, dental, and vision coverage, as well as a 401(k) plan and paid time off.

We also offer a range of perks and incentives, including bonuses, incentives, and recognition programs. We believe in recognizing and rewarding our employees for their hard work and contributions to the company, and we are committed to creating a positive and supportive work environment.

Conclusion

If you are a motivated and dedicated professional who is passionate about delivering exceptional customer service, 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 make a real difference in the lives of our members and providers, and to contribute to the growth and success of our company.

Don't miss out on this opportunity to join a dynamic and supportive team, and to take your career to the next level. Apply today to become a part of the arenaflex team and start doing your life's best work!