Experienced Provider Customer Service Call and Chat Representative – Remote in Houston, TX

At arenaflex, we're committed to delivering exceptional customer experiences that exceed the expectations of our healthcare providers. As a Provider Customer Service Call and Chat Representative, you'll play a vital role in supporting our providers by addressing their inquiries related to benefits, eligibility, billing, clinical authorizations, and behavioral health. This is a full-time, remote opportunity that requires multi-channel communication, including phone calls and chat, to ensure providers receive timely and accurate information.

About arenaflex

arenaflex is a leading healthcare company dedicated to improving the lives of our members and providers. We're passionate about delivering innovative solutions that make a meaningful difference in the healthcare industry. Our team is comprised of talented professionals who share a common goal: to provide exceptional customer experiences that exceed expectations.

Responsibilities

As a Provider Customer Service Call and Chat Representative, you'll be responsible for:

• Advocating for Providers: Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues.
• Multi-Channel Communication: Service providers in a multi-channel environment, including call and concurrent chat as required.
• Triage and Issue Resolution: Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices) and seek to understand and identify the needs of the provider, answering questions and resolving issues.
• Research and Analysis: Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction.
• Collaboration and Communication: Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
• Multi-Tasking and System Navigation: Strong multi-tasking 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.
• Self-Service Digital Tools: 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

To be successful in this role, you'll need:

• Education: High School Diploma / GED OR equivalent work experience.
• Age: Must be 18 years of age OR older.
• Customer Service Experience: 1+ years of customer service experience with analyzing and solving customer's concerns.
• Computer Skills: Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
• Typing Speed and Accuracy: Ability to type at a speed of greater than OR equal to 35 - 40+ WPM (words per minute) with an accuracy of 90%.
• Availability: Ability to work any full-time (40 hours / week) shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.

Nice-to-Haves

While not required, experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools, is a plus. Prior health care experience and knowledge of healthcare terminology are also highly valued.

Benefits

As a Provider Customer Service Call and Chat Representative at arenaflex, you'll enjoy:

• 10 weeks of paid training: Comprehensive training to ensure your success in this role.
• Flexibility to work remotely: The opportunity to work from home if located within a 60-mile commutable distance of Houston, TX.

Why arenaflex?

At arenaflex, we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe in the importance of work-life balance and offer a range of benefits to support your physical, emotional, and financial well-being. Join our team and discover a career that's fulfilling, challenging, and rewarding.

How to Apply

If you're passionate about delivering exceptional customer experiences and are looking for a new challenge, apply now to become a Provider Customer Service Call and Chat Representative at arenaflex. Apply for this job