Introduction to arenaflex
At arenaflex, we are dedicated to simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. 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, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. As a leader in the healthcare industry, we are seeking a talented and compassionate Provider Customer Service Call and Chat Representative to join our team and make a difference in the lives of our members and healthcare providers.
Job Overview
The Provider Customer Service Call and Chat Representative will play a critical role in supporting healthcare providers who care for our members. As a key member of our customer service team, you will be responsible for providing exceptional support to providers via phone and chat, answering questions, and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health. If you are passionate about delivering exceptional customer service, have excellent communication skills, and are comfortable working in a fast-paced environment, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Serve as an advocate for healthcare providers, demonstrating accountability and ownership to resolve issues and provide exceptional support
- Respond to provider inquiries via phone and chat, quickly and effectively triaging contacts from healthcare professionals, including physician offices, clinics, and billing offices
- Seek to understand and identify the needs of healthcare providers, answering questions, and resolving issues in a timely and professional manner
- Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls and 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 healthcare providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool to aid in faster resolution
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 a full-time schedule (40 hours/week) between the hours of 10:30 AM - 7:05 PM CST, Monday - Friday, with occasional overtime, weekends, and holidays as needed
Preferred qualifications include:
- Experience in a related environment, such as a call center or customer service role, 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 a 60-mile commutable distance of Houston, TX
- Have a dedicated work area established that is separated from other living areas and provides information privacy
- Have a reliable high-speed internet connection
- Be able to keep all company-sensitive documents secure
Soft Skills and Competencies
To excel in this role, you will need to possess the following soft skills and competencies:
- Ability to multitask, including typing in multiple conversations
- Excellent written and verbal communication skills
- Emotional intelligence and empathy
- Active listening and comprehension skills
- Demonstrated problem-solving, organization, and interpersonal skills
- Ability to work in a fast-paced environment and adapt to changing priorities
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 in your role
- Ongoing coaching and feedback to help you achieve your goals and develop your career
- Opportunities for advancement and professional growth within the company
Work Environment and Company Culture
At arenaflex, we are proud of our diverse and inclusive work environment. We believe that diversity creates a healthier atmosphere and are committed to equal employment opportunity and affirmative action. We are a drug-free workplace and require all candidates to pass a drug test before beginning employment.
Compensation and Benefits
We offer a competitive compensation and benefits package, including:
- Comprehensive health insurance
- Retirement savings plan
- Paid time off and holidays
- Opportunities for professional growth and development
Conclusion
If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative at arenaflex, you will have the opportunity to make a difference in the lives of our members and healthcare providers, while also growing and developing your career. Apply today and join our team of dedicated professionals who are committed to simplifying the healthcare experience and creating healthier communities.
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