Experienced Provider Customer Service Call and Chat Representative – Remote in Multiple Locations

At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a key member of our team, the Provider Customer Services Call and Chat Representative plays 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. The role is full-time, requiring 40 hours per week from Monday to Friday, with flexibility to work any of our 8-hour shift schedules during normal business hours of 10:35 AM to 7:05 PM CST. Given the business needs, occasional overtime, weekends, and holidays may be required. The position includes 12 weeks of paid training, conducted virtually from home, with training hours set from 8:00 AM to 4:30 PM CST, Monday through Friday.

About arenaflex

arenaflex is a leading health care organization that is committed to delivering high-quality services to our members. We believe in creating a culture of excellence, where our employees are empowered to make a difference in the lives of our members. Our team is passionate about simplifying the health care experience and creating healthier communities. We are looking for talented and dedicated individuals who share our vision and values to join our team.

Responsibilities

As a Provider Customer Services Call and Chat Representative, you will be responsible for:

• 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.
• Demonstrating strong multitasking skills 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 have:

• A High School Diploma / GED OR equivalent work experience.
• 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.
• The ability to type at the speed of greater than or equal to 35 - 40+ WPM 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.

Nice-to-haves

While not required, the following skills and experiences would be beneficial:

• Prior health care experience and knowledge of healthcare terminology.
• Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.

Benefits

As a member of our team, you will enjoy a comprehensive benefits package, including:

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our employees. As a Provider Customer Services Call and Chat Representative, you will have opportunities to learn and grow in your career, including:

• Paid training and development programs
• Opportunities for advancement and career growth
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced organization that is committed to creating a culture of excellence. Our team is passionate about simplifying the health care experience and creating healthier communities. We are looking for talented and dedicated individuals who share our vision and values to join our team.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Competitive salary
• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

How to Apply

If you are a motivated and dedicated individual who is passionate about simplifying the health care experience and creating healthier communities, we encourage you to apply for this exciting opportunity. Please visit our website at [insert website URL] to learn more about arenaflex and to submit your application.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a culture of inclusion and respect, where all employees feel valued and empowered to contribute to our mission.

Contact Us

If you have any questions or would like to learn more about this opportunity, please contact our recruitment team at [insert contact email or phone number]. We look forward to hearing from you! Apply for this job