**Experienced Provider Customer Service Call and Chat Representative – Remote in Multiple Locations**
At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a leading health insurance provider, we strive to deliver exceptional service to our members and partners. The Provider Customer Services Call and Chat Representative plays a vital role in supporting healthcare 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.
**About the Role**
As a representative, you will serve as an advocate for 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. In this role, you will research and dissect complex prior authorization and claim issues, collaborating with multiple internal partners to ensure effective communication and resolution. Strong multitasking skills are essential, as you will navigate over 30 systems to extract necessary information across various lines of business.
**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 (i.e., physician offices, clinics, billing offices).
- Seek 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).
- 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 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.
**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 health care 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
**What We Offer**
At arenaflex, we are committed to providing a challenging environment with clear direction for success and opportunities for professional development. As a Provider Customer Services Call and Chat Representative, you will have the chance to:
- Develop your skills in a dynamic and fast-paced environment
- Work with a talented team of professionals who are passionate about delivering exceptional service
- Collaborate with multiple internal partners to ensure effective communication and resolution
- Influence providers to utilize self-service digital tools, promoting faster resolutions and enhancing their experience with our services
- Participate in ongoing training and development programs to enhance your skills and knowledge
**Work Environment and Company Culture**
arenaflex is a remote-friendly company that values flexibility and work-life balance. As a Provider Customer Services Call and Chat Representative, you will have the opportunity to work from home and enjoy a flexible schedule. Our company culture is built on a foundation of collaboration, innovation, and customer-centricity. We are committed to creating a positive and inclusive work environment that supports the growth and development of our employees.
**Compensation and Perks**
arenaflex offers a competitive compensation package, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution. Our compensation package is designed to recognize and reward your hard work and dedication to delivering exceptional service.
**How to Apply**
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. Please submit your application, including your resume and a cover letter, to . 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, regardless of their background, culture, or identity.
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