Experienced Provider Customer Service Call and Chat Representative – Remote in Houston, TX

At arenaflex, we're committed to delivering exceptional customer experiences that exceed the expectations of our healthcare providers. As a Provider Customer Service Call and Chat Representative, you'll play a vital role in supporting our providers by addressing their inquiries related to benefits, eligibility, billing, clinical authorizations, and behavioral health. This full-time position involves multi-channel communication, including phone calls and chat, to ensure providers receive timely and accurate information.

About arenaflex

arenaflex is a leading healthcare company dedicated to improving the lives of our members and providers. We're passionate about delivering innovative solutions that make a meaningful difference in the healthcare industry. Our team is comprised of talented individuals who share a common goal: to provide exceptional customer experiences that exceed expectations.

Responsibilities

As a Provider Customer Service Call and Chat Representative, you'll be responsible for:

• Advocating for Providers: Demonstrate accountability and ownership to resolve issues, ensuring that our providers receive the support they need to deliver high-quality care.
• Multi-Channel Communication: Service providers in a multi-channel environment, including call and concurrent chat as required, to ensure timely and accurate information.
• Triage and Issue Resolution: Quickly and appropriately triage contacts from healthcare professionals, identifying the needs of the provider and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health.
• Research and Analysis: 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.
• Collaboration and Communication: Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner.
• Multi-Tasking and System Navigation: Strong multi-tasking 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.
• Self-Service Digital Tools: 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

To be successful in this role, you'll need:

• High School Diploma / GED or Equivalent Work Experience: A high school diploma or equivalent work experience is required.
• Age Requirement: Must be 18 years of age or older.
• Customer Service Experience: 1+ years of customer service experience with analyzing and solving customer concerns.
• Computer and Windows PC Applications: Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications.
• Typing Speed and Accuracy: Ability to type at a speed of greater than or equal to 35-40+ WPM with an accuracy of 90%.
• Availability: Ability to work any full-time (40 hours/week) shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.

Nice-to-Haves

While not required, experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools is a plus. Prior healthcare experience and knowledge of healthcare terminology are also desirable.

Benefits

As a Provider Customer Service Call and Chat Representative at arenaflex, you'll enjoy:

• 10 Weeks of Paid Training: Comprehensive training to ensure your success in this role.
• Remote Work Option: Flexibility to work remotely if located within a 60-mile commutable distance of Houston, TX.

Why Join arenaflex?

At arenaflex, we're committed to creating a work environment that's supportive, inclusive, and rewarding. We offer a range of benefits and perks that will help you grow both personally and professionally. Join our team and discover a career that's full of purpose and opportunity.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a strong desire to make a difference in the healthcare industry, we encourage you to apply for this exciting opportunity. Visit our website to learn more about arenaflex and to submit your application. Apply for this job