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.
Job Overview
We are seeking a highly skilled and compassionate Provider Customer Service Call and Chat Representative to join our team. As a representative, you will be supporting providers who care for our members, providing responses to questions, and resolving issues in a timely and professional manner. This is a full-time, remote opportunity for candidates located in Tennessee, offering the flexibility to work from home and make a meaningful difference in the lives of millions of people.
Primary Responsibilities
- Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues
- Provide service to providers in a multi-channel environment, including call and concurrent chat
- Quickly and appropriately triage contacts from healthcare professionals, such as physician offices, clinics, and billing offices
- 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
- Demonstrate strong multitasking 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
Required Qualifications
- 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 concerns
- Ability to type at a speed of greater than or equal to 35-40+ WPM with an accuracy of 90%
- Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
- Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 9 AM - 5:35 PM CST from Monday - Friday, with occasional overtime, weekends, and/or holidays based on business need
Preferred Qualifications
- Prior healthcare experience and knowledge of healthcare terminology
- Experience in a related environment, such as an office, call center, or customer service, using phones and computers as primary job tools
Telecommuting Requirements
- Reside within the state of Tennessee
- Ability to keep all company-sensitive documents secure (if applicable)
- 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
Soft Skills
- Ability to multitask, 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 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 11 weeks of paid training, to ensure your success in the role. You will also have opportunities to develop your skills and advance your career, with clear direction on what it takes to succeed in your role and beyond.
Work Environment and Company Culture
arenaflex is an Equal Employment Opportunity/Affirmative Action employer, and we value diversity and inclusion in the workplace. We believe that a diverse and inclusive environment is essential to our success, and we are committed to creating a workplace where everyone feels valued, respected, and empowered to contribute. Our company culture is built on a foundation of integrity, compassion, and excellence, and we strive to make a positive impact on the lives of our employees, customers, and communities.
Compensation, Perks, and Benefits
As a Provider Customer Service Call and Chat Representative at arenaflex, you will be rewarded with a competitive compensation package, including a comprehensive benefits program, opportunities for professional growth and development, and a dynamic work environment that is supportive and inclusive. We offer a range of perks and benefits, including flexible scheduling, remote work options, and a commitment to work-life balance.
Conclusion
If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service and making a difference in the lives of others, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative at arenaflex, you will be part of a dynamic team that is dedicated to simplifying the healthcare experience and creating healthier communities. Join us and start making a difference today!
Apply Now