Experienced Provider Customer Service Call and Chat Representative – Remote Healthcare Support Specialist

Introduction to arenaflex

At arenaflex, we are 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.

As a leader in the healthcare industry, arenaflex is constantly seeking innovative ways to improve the healthcare experience for our members and providers. Our team is passionate about making a difference in the lives of millions of people, and we are looking for talented and dedicated individuals to join our team. If you are ready to make a difference and start doing your life's best work, we encourage you to apply for our Provider Customer Service Call and Chat Representative position.

Job Overview

The Provider Customer Service Call and Chat Representative will be supporting providers who care for our members. This role is responsible for providing responses to questions that may include benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health, either by phone call or concurrent chat. As a representative of arenaflex, you will be the advocate for providers, demonstrating accountability and ownership to resolve issues in a timely and professional manner.

This is a full-time position, working 40 hours per week, Monday through Friday. You will be required to have 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.

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, such as physician offices, clinics, and billing offices
• Seek to understand and identify the needs of the provider, answering questions and resolving issues in a timely and professional manner
• Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls or 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
• Demonstrate 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, 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 and Qualifications

To be successful in this role, you will need to have:

• High school diploma or equivalent work experience
• Must be 18 years of age or older
• 1+ years of customer service experience with analyzing and solving customer concerns
• Experience with computer and Windows PC applications, including 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+ words per minute with an accuracy of 90%
• 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 as needed

Preferred qualifications include prior healthcare experience and knowledge of healthcare terminology, as well as experience in a related environment, such as an office, call center, or customer service role, using phones and computers as primary job tools.

Telecommuting Requirements

This position offers the flexibility to telecommute (work from home) if you are located within the Eastern, Central, or Mountain Time Zone. To be eligible for telecommuting, you will need to:

• Reside within the designated time zones
• Have a dedicated work area established that is separated from other living areas and provides information privacy
• Have a reliable high-speed internet connection or leverage an existing high-speed internet service
• Be able to keep all company-sensitive documents secure (if applicable)

Soft Skills and Competencies

To be successful in this role, you will need to demonstrate the following soft skills and competencies:

• Ability to multitask, 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 and Development

At arenaflex, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development programs, including 12 weeks of paid training for this role. You will also have access to a range of resources and tools to help you succeed in your position, including ongoing coaching and feedback, as well as opportunities for advancement and professional growth.

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 where everyone feels valued and respected. 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.

Compensation and Benefits

We offer a competitive compensation package, including a hourly range of $16.54 - $32.55 per hour, depending on location and experience. We also offer a range of benefits, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

Conclusion

If you are a motivated and dedicated individual who is passionate about making a difference in the healthcare industry, we encourage you to apply for our Provider Customer Service Call and Chat Representative position. This is a unique opportunity to join a dynamic and growing company, and to be part of a team that is committed to improving the healthcare experience for our members and providers. Apply today and start doing your life's best work!