Welcome 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 the comfort of your own home.
Primary 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 to extract 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
Requirements and Qualifications
To be successful in this role, you will need to possess the following essential 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
- Ability to type at a speed of greater than or equal to 35-40 WPM with an accuracy of 90%
- Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
- Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 9 AM – 5:35 PM CST from Monday - Friday, with occasional overtime, weekends, and/or holidays based on business need
Preferred Qualifications
The following qualifications are preferred, but not required:
- Prior healthcare experience and knowledge of healthcare terminology
- Experience in a related environment, such as an office, call center, or customer service, using phones and computers as primary job tools
Telecommuting Requirements
To be eligible for this remote opportunity, you must:
- Reside within the state of Tennessee
- Have a dedicated work area established that is separated from other living areas and provides information privacy
- Have a reliable, high-speed internet connection
- Be able to keep all company-sensitive documents secure (if applicable)
Soft Skills
The following soft skills are essential for success in this role:
- 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 and Development
At arenaflex, we are committed to helping our employees grow and develop in their careers. We offer a range of training and development opportunities, including 11 weeks of paid training for this role. Our training program is designed to provide you with the skills and knowledge you need to succeed in your role and advance in your career.
Work Environment and Company Culture
At arenaflex, we are dedicated to creating a positive and inclusive work environment that values diversity and promotes equality. 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. Our company culture is built on a foundation of respect, empathy, and compassion, and we are committed to creating a workplace that is welcoming and inclusive to all employees.
Compensation and Benefits
We offer a competitive compensation and benefits package, including a range of perks and benefits designed to support your physical, emotional, and financial well-being. Our benefits package includes medical, dental, and vision insurance, as well as a 401(k) retirement savings plan and paid time off.
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 have the opportunity to work in a dynamic and supportive environment, develop your skills and knowledge, and advance in your career. Don't miss out on this chance to join our team and start making a difference in the lives of others. Apply today!
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