At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a Provider Customer Service Call and Chat Representative, you will play a crucial role in supporting providers who care for our members. This position involves responding to inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health, either through phone calls or concurrent chat. You will be part of a full-time team working 40 hours a week, Monday through Friday, with shifts scheduled during our normal business hours of 11:35 AM to 8:05 PM EST. Given the nature of the business, there may be occasional overtime, weekend, and holiday work required, especially during peak seasons.
**About arenaflex**
arenaflex is a leading health care company that is committed to making a positive impact on the lives of our members and the communities we serve. We believe in the importance of providing exceptional customer service and creating a supportive environment for our employees to grow and develop their skills. As a Provider Customer Service Call and Chat Representative, you will be part of a team that is passionate about delivering high-quality service and making a difference in the health care system.
**Responsibilities**
As a Provider Customer Service Call and Chat Representative, your primary responsibilities will include:
* Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues.
* Serving providers in a multi-channel environment including call and concurrent chat as required.
* Quickly and appropriately triaging contacts from healthcare professionals (i.e., physician offices, clinics, billing offices).
* Seeking to understand and identify the needs of the provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health).
* Researching and dissecting complex prior authorization and claim issues and taking appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction.
* Collaborating effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
* Strong multitasking to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types.
* Influencing providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution.
**Requirements**
To be successful in this role, you will need to meet the following requirements:
* High School Diploma / GED OR equivalent work experience.
* Must be 18 years of age OR older.
* 1+ years of customer service experience with analyzing and solving customer's concerns.
* Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
* Ability to type at the speed of greater than or equal to 35 - 40+ WPM (words per minute) with an accuracy of 90%.
* Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 11:35 AM - 8:05 PM EST from Monday - Friday.
**Nice-to-haves**
While not required, the following experiences and skills would be beneficial in this role:
* Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.
* Prior health care experience and knowledge of healthcare terminology.
**Benefits**
As a Provider Customer Service Call and Chat Representative at arenaflex, you will enjoy the following benefits:
* 10 weeks of paid on-the-job training.
* Flexible telecommuting options for those within a 60-mile commutable distance.
* Opportunities for career development and advancement within the organization.
**Work Environment and Company Culture**
As a remote employee, you will need to adhere to arenaflex's Telecommuter Policy, which includes maintaining a dedicated workspace and ensuring the security of sensitive company documents. Our company culture is built on the principles of teamwork, innovation, and customer service. We believe in creating a supportive environment that allows our employees to grow and develop their skills, while making a positive impact on the lives of our members and the communities we serve.
**Career Growth Opportunities and Learning Benefits**
As a Provider Customer Service Call and Chat Representative, you will have the opportunity to develop your skills and advance your career within the organization. We offer a comprehensive training program, as well as opportunities for professional development and growth. Our employees are encouraged to take ownership of their learning and development, and we provide the resources and support needed to help them succeed.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including a salary and benefits that are designed to support the well-being of our employees. Our benefits package includes health, dental, and vision insurance, as well as a 401(k) plan and paid time off. We also offer flexible telecommuting options and a comprehensive training program to support the success of our employees.
**Conclusion**
If you are a customer service professional who is passionate about making a difference in the health care system, 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 develop your skills, advance your career, and make a positive impact on the lives of our members and the communities we serve. Apply now to join our team and start your journey with arenaflex!
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