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.
Key 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
Essential 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
- 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 greater than or equal to 35-40+ WPM with an accuracy of 90%
- Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 9AM - 5:30 PM CST from Monday - Friday, with occasional overtime, weekends, and/or holidays based on business need
Preferred Qualifications
- Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as primary job tools
- Prior healthcare experience and knowledge of healthcare terminology
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 multi-task, 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 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 and development programs, including 12 weeks of paid training. You will also have opportunities to work with experienced professionals, learn new skills, and take on new challenges. Our goal is to provide a supportive and inclusive work environment that fosters growth, innovation, and success.
Work Environment and Company Culture
arenaflex is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. We believe that diversity creates a healthier atmosphere and are committed to creating an inclusive work environment that values and respects the contributions of all employees.
Compensation, Perks, and Benefits
As a Provider Customer Service Call and Chat Representative at arenaflex, you will be eligible for a comprehensive compensation package, including competitive pay, benefits, and perks. Our benefits package includes medical, dental, and vision coverage, as well as retirement savings plans and paid time off. We also offer a range of perks, including flexible work arrangements, professional development opportunities, and a supportive work environment.
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. Apply today and take the first step towards a rewarding and challenging career with arenaflex!
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