Job Description
At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a leading health insurance provider, we are committed to delivering exceptional service to our providers, who care for our members. We are seeking an experienced and skilled Provider Customer Service Call and Chat Representative to join our team. This role plays a crucial part in supporting providers by 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 arenaflex**
arenaflex is a dynamic and innovative health insurance company that is passionate about making a positive impact on people's lives. We are committed to delivering high-quality services that meet the evolving needs of our providers and members. Our team is dedicated to creating a culture of excellence, where every individual feels valued, respected, and empowered to make a difference.
- *Job Summary**
As a Provider Customer Service Call and Chat 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.
- *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 offer a challenging and rewarding work environment that is committed to your growth and development. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to:
- Work in a dynamic and innovative health insurance company that is passionate about making a positive impact on people's lives.
- Develop your skills and expertise in a multi-channel environment, including calls and chats.
- 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 comprehensive training programs to enhance your knowledge and skills.
- Enjoy a comprehensive benefits package, including incentive and recognition programs, equity stock purchase, and 401k contribution.
- *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 cover letter, to our online portal. 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 individuals, regardless of their background, culture, or identity.
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