Introduction to arenaflex
At arenaflex, we are dedicated to transforming the healthcare experience by creating healthier communities, removing barriers to quality care, and making healthcare more responsive, affordable, and equitable. 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, regardless of their background, location, or income. As a leader in the healthcare industry, we are committed to mitigating our impact on the environment and delivering equitable care that addresses health disparities and improves health outcomes.
Job Overview
We are seeking an experienced and compassionate Provider Customer Service Call and Chat Representative to join our team. As a representative, you will play a vital role in supporting healthcare providers who care for our members. Your primary responsibility will be to provide 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 work in a multi-channel environment, handling phone calls and concurrent chats, and collaborating with internal partners to ensure timely and effective issue resolution.
Key Responsibilities
- Serve as an advocate for healthcare providers, demonstrating accountability and ownership to resolve issues and improve their experience
- Provide exceptional customer service, responding to questions and resolving issues via phone calls and concurrent chats
- Quickly and appropriately triage contacts from healthcare professionals, identifying and addressing their needs
- Research and resolve complex prior authorization and claim issues, taking steps to avoid repeat calls and escalations
- Collaborate with internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
- Effectively navigate multiple systems to extract necessary information and resolve issues across multiple lines of business
- Influence providers to utilize self-service digital tools, assisting with navigation questions and promoting the benefits of these tools
Requirements and Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- High School Diploma or equivalent work experience
- Must be 18 years of age or older
- 1 year of customer service experience, with a focus on 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 35-40 words per minute with an accuracy of 90%
- Ability to work any full-time (40 hours/week) 8-hour shift between 10:35 AM - 7:05 PM CST, Monday - Friday, with occasional overtime, weekends, and holidays as needed
Preferred Qualifications
While not required, the following qualifications are preferred:
- Prior healthcare experience and knowledge of healthcare terminology
- Experience in a related environment, such as an office, call center, or customer service role, using phones and computers as primary job tools
Soft Skills and Competencies
To excel in this role, you will need to possess the following soft skills and competencies:
- Ability to multi-task, including typing 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
Telecommuting Requirements
As a remote worker, you will need to meet the following requirements:
- Ability to keep all company-sensitive documents secure
- Required to have a dedicated work area established that is separated from other living areas and provides information privacy
- Must live in a location that can receive an arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service
Career Growth and Development
At arenaflex, we are committed to helping our employees grow and develop in their careers. As a Provider Customer Service Call and Chat Representative, you will have access to:
- Comprehensive training programs to help you develop the skills and knowledge you need to succeed
- Opportunities for advancement and career growth within the company
- A supportive and collaborative work environment that encourages innovation and creativity
- Recognition and rewards for outstanding performance and contributions to the company
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 are committed to equal employment opportunities for all qualified applicants. Our company culture is built on the values of:
- Respect and empathy for our customers, employees, and communities
- A commitment to delivering exceptional customer service and improving healthcare outcomes
- A focus on innovation and creativity, encouraging employees to think outside the box and develop new solutions
- A supportive and collaborative work environment that encourages teamwork and open communication
Compensation and Benefits
As a Provider Customer Service Call and Chat Representative at arenaflex, you will be eligible for a competitive salary and comprehensive benefits package, including:
- A hourly salary range of $16.54 - $32.55 per hour, depending on experience and location
- A comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan and equity stock purchase
- Incentive and recognition programs to reward outstanding performance and contributions to the company
- Opportunities for career growth and development, including training and education programs
Conclusion
If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service and improving healthcare outcomes, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative at arenaflex, you will have the chance to make a real difference in the lives of our customers and communities. Don't miss out on this opportunity to join our team and start doing your life's best work.
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