Introduction to arenaflex
At arenaflex, we are dedicated to transforming the health care experience, creating healthier communities, and breaking down 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, regardless of their background, location, or income. As a leader in the health care 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 remote health care support specialist, you will have the flexibility to work from home and provide exceptional support to health care providers who care for our members. Your primary responsibility will be to respond to questions and concerns from providers via phone calls and concurrent chats, ensuring that their needs are met and their issues are resolved in a timely and professional manner.
Key Responsibilities
- Serve as an advocate for providers by demonstrating accountability and ownership to resolve issues and concerns
- Provide exceptional customer service to providers through multiple channels, including phone calls and concurrent chats
- Quickly and appropriately triage contacts from health care professionals, such as physician offices, clinics, and billing offices
- Seek to understand and identify the needs of providers, 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 and messages
- 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 over 30 systems and extract 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 or equivalent work experience
- 1+ years of customer service experience with 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%
- Must be 18 years of age or older
- Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday, with occasional overtime, weekends, and holidays as needed
Preferred Qualifications
While not required, the following qualifications are preferred:
- Prior health care experience and knowledge of health care terminology
- Experience in a related environment, such as an office, call center, or customer service role, using phones and computers as primary job tools
Telecommuting Requirements
To be eligible for this remote position, you must:
- Reside within the Eastern, Central, or Mountain Time Zone
- 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
- 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 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 your skills and knowledge
- Opportunities for advancement and career progression
- A supportive and collaborative work environment that encourages innovation and creativity
- Recognition and reward programs to recognize your achievements and contributions
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:
- Providing equal employment opportunities to all qualified applicants
- Creating a workplace that is free from discrimination and harassment
- Supporting the well-being and health of our employees
- Fostering a culture of innovation, creativity, and collaboration
Compensation and Benefits
As a Provider Customer Service Call and Chat Representative at arenaflex, you will be eligible for a competitive salary and benefits package, including:
- A comprehensive benefits package, including medical, dental, and vision coverage
- Incentive and recognition programs to recognize your achievements and contributions
- Equity stock purchase and 401(k) contribution
- Opportunities for career advancement and professional growth
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 have the chance to work with a talented team of professionals who are dedicated to transforming the health care experience and creating healthier communities. Apply today and take the first step towards a rewarding and challenging career with arenaflex!
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