At arenaflex, we are dedicated to simplifying the healthcare experience and creating healthier communities. As a leading provider of innovative healthcare solutions, we are seeking an experienced Provider Customer Service Call and Chat Representative to join our team. This role plays a crucial part in supporting healthcare providers who care for our members, ensuring they receive the highest level of service and support.
**About arenaflex**
arenaflex is a dynamic and forward-thinking organization that is committed to making a positive impact on the lives of our members and the communities we serve. With a strong focus on innovation, collaboration, and customer satisfaction, we are constantly striving to improve the healthcare experience. Our team is passionate about delivering exceptional service and support to our providers, and we are seeking like-minded individuals to join our team.
**Job Summary**
As a Provider Customer Service Call and Chat Representative, you will be the advocate for healthcare providers, demonstrating accountability and ownership in resolving issues. You will engage with providers in a multi-channel environment, including calls and chats, and will be responsible for triaging contacts from healthcare professionals, understanding their needs, and providing timely resolutions to their inquiries. This role requires strong multitasking skills, as you will navigate over 30 systems to extract necessary information across various lines of business.
**Responsibilities**
* Serve as the advocate for healthcare providers by demonstrating accountability and ownership to resolve issues.
* Service healthcare providers in a multi-channel environment including call and concurrent chat as required.
* Quickly and appropriately triage contacts from healthcare professionals (i.e., physician offices, clinics, billing offices).
* Seek to understand and identify the needs of the healthcare provider, answering questions and resolving issues (e.g., benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, behavioral health).
* 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.
* Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to healthcare 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.
* Influence healthcare providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution.
**Requirements**
* 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.
* 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**
* Prior healthcare 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**
* Comprehensive benefits package
* Incentive and recognition programs
* Equity stock purchase
* 401k contribution
**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 a range of training and development opportunities, including:
* 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.
* Ongoing coaching and feedback to support your growth and development.
* Opportunities for career advancement and professional development.
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced work environment that is committed to innovation and customer satisfaction. Our team is passionate about delivering exceptional service and support to our healthcare providers, and we are seeking like-minded individuals to join our team. As a Provider Customer Service Call and Chat Representative, you will be part of a collaborative and supportive team that is dedicated to making a positive impact on the lives of our members and the communities we serve.
**Compensation, Perks, and Benefits**
arenaflex offers a comprehensive benefits package, including:
* Competitive salary and bonus structure.
* Comprehensive health insurance package.
* Incentive and recognition programs.
* Equity stock purchase.
* 401k contribution.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and support to healthcare providers, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we are proud to be an employer of choice for people from all backgrounds.
**Contact Information**
If you have any questions or would like to learn more about this opportunity, please do not hesitate to contact us. We can be reached at [insert contact information].