At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a Provider Customer Service Call and Chat Representative, you will play 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. You will be part of a full-time team working 40 hours a week, Monday through Friday, with shifts scheduled during our normal business hours of 11:35 AM to 8:05 PM EST. Given the nature of the business, there may be occasional overtime, weekend, and holiday work required, especially during peak seasons.
**About arenaflex**
arenaflex is a leading health care organization that is committed to simplifying the health care experience and creating healthier communities. We strive to provide our members with access to quality care, while also supporting the providers who care for them. Our team is dedicated to delivering exceptional customer service and ensuring that our members receive the care they need.
**Responsibilities**
As a Provider Customer Service Call and Chat Representative, your primary responsibilities will include:
* 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.
* 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.
* 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 possess the following 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'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 (words per minute) with an accuracy of 90%.
* Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 11:35 AM - 8:05 PM EST from Monday - Friday.
**Nice-to-haves**
While not required, the following qualifications would be beneficial in this role:
* Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.
* Prior health care experience and knowledge of healthcare terminology.
**Benefits**
arenaflex offers a comprehensive benefits package, including:
* 10 weeks of paid on-the-job training.
* Flexible telecommuting options for those within a 60-mile commutable distance.
* Opportunities for career development and advancement within the organization.
**Work Environment and Company Culture**
As a telecommuter, you will need to adhere to arenaflex's Telecommuter Policy, which includes maintaining a dedicated workspace and ensuring the security of sensitive company documents. Our company culture is built on a foundation of teamwork, collaboration, and innovation. We strive to create a work environment that is inclusive, supportive, and empowering.
**Career Growth Opportunities and Learning Benefits**
arenaflex is committed to the growth and development of our employees. We offer a range of training programs, mentorship opportunities, and career development resources to help you succeed in your role and advance in your career. Our learning benefits include:
* Comprehensive training programs to help you develop the skills and knowledge you need to succeed in your role.
* Mentorship opportunities to help you navigate your career and achieve your goals.
* Access to a range of online learning resources and training programs.
* Opportunities for career advancement and professional growth.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* A salary that reflects your experience and qualifications.
* Opportunities for bonuses and incentives.
* Comprehensive benefits package, including health, dental, and vision insurance.
* Retirement savings plan.
* Paid time off (PTO) and holidays.
* Flexible telecommuting options.
**Conclusion**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to make a significant impact on the health care system while developing your skills in a supportive environment. Apply now to join our team and start your career with arenaflex!