Experienced Provider Customer Service Call and Chat Representative - Remote Opportunity in Indiana for a Dynamic Healthcare Environment

Introduction to arenaflex

At arenaflex, we are dedicated to transforming the healthcare experience by creating healthier communities, removing barriers to quality care, and making the healthcare system more responsive, affordable, and equitable. Our mission is to help people live healthier lives, and we believe that everyone deserves the opportunity to live their healthiest life. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. If you are passionate about making a difference in the lives of millions of people, we invite you to join our team as a Provider Customer Service Call and Chat Representative.

Job Overview

In this role, you will be supporting providers who care for our members, providing exceptional customer service, and resolving issues in a timely and professional manner. You will be responsible for responding to questions and concerns from healthcare professionals via phone calls and concurrent chats, addressing topics such as benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health. As a key member of our team, you will serve as an advocate for providers, demonstrating accountability and ownership to resolve issues and improve the overall customer experience.

Key Responsibilities

• Serve as the primary point of contact for providers, responding to questions and concerns in a timely and professional manner
• Provide exceptional customer service, resolving issues and addressing concerns via phone calls and concurrent chats
• Quickly and appropriately triage contacts from healthcare professionals, identifying the root cause of issues and taking steps to resolve them
• Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls or messages
• Collaborate effectively with internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Utilize strong multitasking skills to navigate multiple systems, extracting necessary information to resolve and avoid issues across multiple lines of business
• Influence providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool

Requirements and Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• High School Diploma/GED or equivalent work experience
• 1 year of customer service experience 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
• Typing speed of 35-40 words per minute with accuracy of 90%
• Ability to work full-time (40 hours/week) Monday - Friday between 10:35am - 7:05pm CST, with flexibility to work occasional overtime, weekends, and holidays as business needs require
• Must be 18 years of age or older

Preferred qualifications include:

• Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as primary job tools
• Prior healthcare experience and knowledge of healthcare terminology

Telecommuting Requirements

To be eligible for this remote opportunity, you must:

• Reside within the state of Indiana
• Have a dedicated work area established that is separated from other living areas and provides information privacy
• Have a reliable high-speed internet connection

Soft Skills and Competencies

In addition to the technical requirements, we are looking for candidates who possess the following soft skills and competencies:

• 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 and Development

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 access to:

• 11 weeks of paid training, conducted virtually from your home
• Ongoing coaching and feedback to help you succeed in your role
• Opportunities for career advancement and professional growth
• A comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution

Work Environment and Company Culture

At arenaflex, we pride ourselves on our diverse and inclusive work environment. We believe that diversity creates a healthier atmosphere, and we are committed to equal employment opportunity and affirmative action. Our company culture is built on the principles of:

• Respect and empathy for our customers and colleagues
• A commitment to excellence and quality in everything we do
• A focus on innovation and continuous improvement
• A passion for making a difference in the lives of our customers and communities

Compensation and Benefits

The hourly range for this role is $16.88 to $33.22 per hour, based on full-time employment. In addition to your salary, you will be eligible for a comprehensive benefits package, including:

• Medical, dental, and vision insurance
• 401k matching and retirement savings plan
• Paid time off and holidays
• Employee assistance program and wellness initiatives

Conclusion

If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative at arenaflex, you will be part of a dynamic team that is dedicated to transforming the healthcare experience. Apply today and take the first step towards a rewarding and challenging career with a company that truly cares about its employees and customers.