At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a key member of our team, the Provider Customer Service Call and Chat Representative plays a vital 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. The role is full-time, requiring 40 hours per week from Monday to Friday, with flexibility to work any of our 8-hour shift schedules during normal business hours of 10:35 AM to 7:05 PM CST. Given the business needs, occasional overtime, weekends, and holidays may be required. The position includes 12 weeks of paid training, conducted virtually from home, with training hours set from 8:00 AM to 4:30 PM CST, Monday through Friday.
**About arenaflex**
arenaflex is a leading health care organization committed to delivering exceptional service and support to our members and providers. Our team is passionate about creating healthier communities and simplifying the health care experience. We believe in fostering a culture of innovation, collaboration, and continuous learning, and we're excited to welcome talented individuals like you to our team.
**Responsibilities**
As a Provider Customer Service Call and Chat Representative, you will be responsible for:
* 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.
* Demonstrating 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 (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:
* A 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.
* The 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**
While not required, the following skills and experiences are highly desirable:
* 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**
As a valued member of our team, you will enjoy:
* Comprehensive benefits package
* Incentive and recognition programs
* Equity stock purchase
* 401k contribution
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we are committed to helping our team members grow and develop their careers. As a Provider Customer Service Call and Chat Representative, you will have access to:
* Ongoing training and development opportunities to enhance your skills and knowledge.
* Mentorship and coaching from experienced team members.
* Opportunities for career advancement and professional growth.
* A dynamic and supportive work environment that encourages collaboration and innovation.
**Work Environment and Company Culture**
arenaflex is a remote-friendly organization that values flexibility and work-life balance. Our team members work from the comfort of their own homes, with access to the latest technology and tools to support their success. We foster a culture of innovation, collaboration, and continuous learning, and we're committed to creating a workplace that is inclusive, diverse, and supportive of all team members.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* A salary range of $45,000 - $60,000 per year, depending on experience.
* Comprehensive benefits package, including medical, dental, and vision insurance.
* Incentive and recognition programs to reward outstanding performance.
* Equity stock purchase and 401k contribution.
* Flexible work arrangements, including remote work options.
* Access to ongoing training and development opportunities.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about creating healthier communities, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!
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