Experienced Provider Customer Service Call and Chat Representative for Healthcare Support - Full-Time Remote Opportunity in Houston, TX

Introduction to arenaflex

arenaflex is a leading organization in the healthcare industry, dedicated to providing exceptional support to healthcare providers. We are committed to delivering high-quality services that enhance the provider experience, ensuring timely and accurate information to address their inquiries. As a key player in the healthcare sector, arenaflex recognizes the importance of effective communication and issue resolution, promoting self-service digital tools to streamline processes and improve overall satisfaction.

About the Position

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 full-time position involves multi-channel communication, including phone calls and chat, to ensure providers receive timely and accurate information. As a representative, you will advocate for providers, resolve issues, and promote self-service digital tools to enhance the provider experience.

Key Responsibilities

• Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues, ensuring that their concerns are addressed in a professional and courteous manner.
• Service providers in a multi-channel environment, including call and concurrent chat as required, to provide seamless support and resolve inquiries efficiently.
• Quickly and appropriately triage contacts from healthcare professionals, such as physician offices, clinics, and billing offices, to ensure that issues are addressed promptly and effectively.
• Seek to understand and identify the needs of the provider, answering questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health.
• Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and 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, promoting a culture of transparency and cooperation.
• Demonstrate strong multi-tasking skills to effectively and efficiently navigate more than 30 systems, extracting 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 and improved overall experience.

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 and complex computer system applications, with a strong focus on adaptability and technical skills.
• Ability to type at a speed of greater than or equal to 35-40+ words per minute (WPM) with an accuracy of 90%, ensuring efficient and accurate communication.
• Ability to work any full-time (40 hours/week) shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday, demonstrating flexibility and commitment to the role.

Preferred Qualifications

• Experience in a related environment, such as an office, call center, or customer service role, using phones and computers as primary job tools, with a strong understanding of the healthcare industry and its terminology.
• Prior healthcare experience and knowledge of healthcare terminology, demonstrating a deep understanding of the provider's needs and concerns.

Skills and Competencies

• Excellent communication and interpersonal skills, with the ability to effectively interact with providers, internal partners, and other stakeholders.
• Strong problem-solving and analytical skills, with the ability to research and resolve complex issues in a timely and efficient manner.
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities with ease.
• Strong technical skills, with the ability to navigate complex computer systems and learn new applications quickly.
• Ability to work independently and as part of a team, demonstrating a strong sense of accountability and ownership.

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 access to comprehensive training programs, including 10 weeks of paid training, to ensure that you have the skills and knowledge necessary to excel in your role. You will also have opportunities to advance your career, taking on new challenges and responsibilities as you grow and develop with the organization.

Work Environment and Company Culture

arenaflex is dedicated to creating a positive and supportive work environment, promoting a culture of transparency, cooperation, and respect. As a remote employee, you will have the flexibility to work from the comfort of your own home, with the opportunity to collaborate with a talented and diverse team of professionals. We prioritize work-life balance, offering flexible scheduling and a comprehensive benefits package to ensure that our employees are happy, healthy, and fulfilled.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a comprehensive benefits package, flexible scheduling, and opportunities for career advancement. As a full-time employee, you will be eligible for a range of perks and benefits, including paid time off, holidays, and a 401(k) matching program. We also offer a flexible work environment, with the opportunity to work remotely and enjoy a better work-life balance.

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional support to healthcare providers, we encourage you to apply for the Provider Customer Service Call and Chat Representative role at arenaflex. With our comprehensive training program, flexible work environment, and commitment to career growth and development, we offer a unique and rewarding opportunity for professionals looking to make a difference in the healthcare industry. Join our team today and discover a career that is both challenging and fulfilling, with opportunities for growth and advancement in a dynamic and supportive environment.