Introduction to arenaflex
At arenaflex, we are dedicated to transforming the healthcare experience by creating healthier communities, removing barriers to quality care, and simplifying the healthcare system. Our mission is to make a positive impact on the lives of millions of people, and we are committed to building a healthcare system that is more responsive, affordable, and equitable. If you are passionate about making a difference in the lives of others and are looking for a challenging and rewarding career, we invite you to join our team as a Provider Customer Service Call and Chat Representative.
Job Overview
In this role, you will have the opportunity to work from the comfort of your own home, supporting healthcare providers who care for our members. As a Provider Customer Service Call and Chat Representative, you will be responsible for providing exceptional customer service, responding to questions, and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health. You will be the advocate for providers, demonstrating accountability and ownership to resolve issues in a timely and professional manner.
Key Responsibilities
- Serve as the primary point of contact for healthcare providers, responding to questions and resolving issues via phone call or concurrent chat
- Quickly and appropriately triage contacts from healthcare professionals, identifying the needs of the provider and answering questions and resolving issues in a timely manner
- 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
- 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, including aiding in faster resolution
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 WPM 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/or 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 the ability to keep all company-sensitive documents secure (if applicable)
- Have a reliable high-speed internet connection
Skills and Competencies
To excel in this role, you will need to possess the following 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 providing our employees with opportunities for growth and development. As a Provider Customer Service Call and Chat Representative, you will have access to:
- 10 weeks of paid training, conducted virtually from your home
- Ongoing coaching and feedback to help you succeed in your role
- Opportunities for advancement and career growth within the company
- A comprehensive benefits package, including 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 dedicated to creating a work environment that is inclusive, supportive, and empowering. We believe that diversity and inclusion are essential to our success, and we are committed to creating a workplace that is welcoming and inclusive to all employees. As a Provider Customer Service Call and Chat Representative, you will be part of a team that is passionate about making a difference in the lives of others, and you will have the opportunity to work in a dynamic and fast-paced environment that is focused on delivering exceptional customer service.
Compensation and Benefits
At arenaflex, we offer a competitive compensation and benefits package that includes:
- A comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off
- A competitive salary and bonus structure
- Ongoing opportunities for growth and development
- A dynamic and supportive work environment
Conclusion
If you are a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we invite 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 work in a dynamic and fast-paced environment, delivering exceptional customer service to healthcare providers and making a positive impact on the lives of millions of people. Apply today to join our team and start doing your life's best work!
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