Experienced Provider Customer Service Call and Chat Representative – Delivering Exceptional Support to Healthcare Providers through Multi-Channel Communication

Introduction to arenaflex

arenaflex is a leading organization in the healthcare industry, dedicated to providing top-notch services to healthcare providers and their patients. We are committed to making a positive impact on the lives of individuals and communities by delivering exceptional support and resources. Our team is passionate about creating a better healthcare experience, and we are seeking a skilled and compassionate Provider Customer Service Call and Chat Representative to join our ranks.

Job Overview

The Provider Customer Service Call and Chat Representative at arenaflex plays a vital role in supporting healthcare providers by addressing their inquiries related to benefits, eligibility, billing, clinical authorizations, and behavioral health. This dynamic position involves multi-channel communication, including phone and chat, to ensure providers receive timely and accurate information. As a representative of arenaflex, you will be the advocate for providers, demonstrating accountability and ownership to resolve issues and contribute to a better healthcare experience for providers and their patients.

Key Responsibilities

• Serve as the primary point of contact for healthcare providers, addressing their inquiries and concerns in a professional and courteous manner.
• Provide exceptional customer service in a multi-channel environment, including call and concurrent chat, to ensure providers receive timely and accurate information.
• Quickly and appropriately triage contacts from healthcare professionals, prioritizing urgent matters and resolving issues efficiently.
• Seek to understand and identify the needs of the provider, answering questions and resolving issues in a timely and effective manner.
• Research and dissect complex prior authorization and claim issues to avoid repeat calls and provider dissatisfaction, collaborating with internal partners as needed.
• Influence providers to utilize self-service digital tools for faster resolution, promoting efficiency and convenience.
• Collaborate effectively with multiple internal partners, including claims, authorizations, and billing teams, to ensure timely resolution of issues and provide a seamless experience for providers.
• Stay up-to-date with industry trends, regulatory changes, and arenaflex policies, applying this knowledge to provide accurate and informed support to healthcare providers.

Essential Qualifications

• High School Diploma / GED or equivalent work experience, demonstrating a strong foundation in customer service and communication.
• Must be 18 years of age or older, with a minimum of 1+ years of customer service experience in analyzing and solving customer concerns.
• Experience with computer and Windows PC applications, including the ability to navigate and learn new systems, with a strong focus on adaptability and technical skills.
• Ability to type at a speed of 35-40+ WPM with 90% accuracy, ensuring efficient and accurate communication with healthcare providers.
• Ability to work any full-time (40 hours/week), 8-hour shift between 10:35 AM - 7:05 PM CST, with occasional overtime, weekends, and holidays, demonstrating flexibility and commitment to the role.

Preferred Qualifications

• Prior healthcare experience and knowledge of healthcare terminology, enabling you to provide informed and effective support to healthcare providers.
• Experience in a related environment using phones and computers as primary job tools, with a strong understanding of multi-channel communication and customer service principles.

Skills and Competencies

• Excellent communication and interpersonal skills, with the ability to build strong relationships with healthcare providers and internal partners.
• Strong problem-solving and analytical skills, with the ability to research and resolve complex issues efficiently and effectively.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing demands with ease and professionalism.
• Strong technical skills, with the ability to navigate and learn new systems, including computer and Windows PC applications.
• Adaptability and flexibility, with the ability to work in a dynamic environment and adjust to changing priorities and circumstances.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our team members. As a Provider Customer Service Call and Chat Representative, you will have access to comprehensive training programs, designed to enhance your skills and knowledge in customer service, healthcare, and technical applications. You will also have opportunities to advance your career, taking on new challenges and responsibilities as you grow and develop with our organization.

Work Environment and Company Culture

arenaflex is a dynamic and supportive work environment, where our team members are valued and respected. We foster a culture of collaboration, innovation, and excellence, encouraging our team members to share their ideas and perspectives. Our office is equipped with state-of-the-art technology and amenities, providing a comfortable and productive workspace for our team members.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution. We also provide a range of perks and benefits, designed to support the well-being and success of our team members. These may include flexible work arrangements, professional development opportunities, and access to exclusive discounts and services.

Conclusion

If you are a motivated and compassionate individual, with a passion for delivering exceptional customer service and supporting healthcare providers, we encourage you to apply for the Provider Customer Service Call and Chat Representative role at arenaflex. As a member of our team, you will have the opportunity to make a positive impact on the lives of individuals and communities, while growing and developing your skills and career. Apply now to join our dynamic and supportive team, and take the first step towards a rewarding and challenging career in customer service and healthcare.