Experienced Customer Service Representative – Provider Support and Telecommuting Opportunities

At arenaflex, we're simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people... for the better. Come build the healthcare system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us and start doing your life's best work.

About arenaflex

arenaflex is a leading healthcare organization dedicated to providing innovative solutions and exceptional customer service to our members and providers. We're committed to creating a healthier atmosphere by fostering diversity, equity, and inclusion in all aspects of our business. Our mission is to help people live healthier lives and make the health system work better for everyone.

Job Summary

We're urgently hiring for a Provider Customer Service Call and Chat Representative to join our team. As a key member of our customer service team, you'll be responsible for providing exceptional support to healthcare providers, resolving issues, and promoting self-service digital tools. This is a full-time, remote position with opportunities for career growth and development.

Primary Responsibilities

- Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues - Service providers in a multi-channel environment, including call and concurrent chat, as required - Quickly and appropriately triage contacts from healthcare professionals, including physician offices, clinics, and billing offices - Seek to understand and identify the needs of the provider, answering questions and resolving issues, such as 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 - 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 providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool, including aiding in faster resolution

Required Qualifications

- High School Diploma/GED or equivalent work experience - Must be 18 years of age or older - 1 year 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 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. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays.

Preferred Qualifications

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

Telecommuting Requirements

- Reside within a 60-mile commutable distance of arenaflex's office location - 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 with consistently achieving quality and productivity standards

Benefits and Perks

- Competitive salary - Opportunities for career growth and development - Comprehensive training program - Flexible work schedule - Telecommuting opportunities - Access to arenaflex's employee assistance program - Opportunities for professional development and continuing education

Diversity, Equity, and Inclusion

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.

How to Apply

If you're ready for this challenge, apply now and let's discuss how you can become a vital part of our success story. Apply To This Job

Take the Next Step

Join arenaflex and start doing your life's best work. We're committed to creating a healthier atmosphere and making the health system work better for everyone. Apply now and let's discuss how you can become a vital part of our success story. Apply for this job