Experienced Provider Customer Service Call and Chat Representative – Remote Healthcare Support Specialist

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. As a leader in the healthcare industry, we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. If you are passionate about making a difference in the lives of millions of people, we invite you to join our team and start doing your life's best work.

Job Overview

We are seeking an experienced Provider Customer Service Call and Chat Representative to join our team. As a remote healthcare support specialist, you will have the flexibility to telecommute from the comfort of your own home, working with providers to resolve issues and answer questions related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health. This is a full-time position, working 40 hours per week, Monday through Friday, with flexibility to work any of our 8-hour shift schedules during our normal business hours.

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 in a timely and efficient manner
• Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls and messages
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers
• Utilize strong multitasking skills to navigate multiple systems and extract necessary information to resolve and avoid issues
• Influence providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool

Requirements and Qualifications

To be successful in this role, you will need to have:

Essential Qualifications

• High School Diploma or equivalent work experience
• 1+ years of customer service experience, with a focus on analyzing and solving customer concerns
• Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications
• Ability to type at a speed of 35-40+ words per minute, 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, Monday through Friday, with flexibility to work occasional overtime, weekends, and holidays as needed

Preferred Qualifications

• Prior healthcare experience and knowledge of healthcare terminology
• Experience in a related environment, such as a call center or customer service role, using phones and computers as primary job tools

Telecommuting Requirements

To be eligible for this remote position, you must:

• Reside within the Eastern, Central, or Mountain Time Zone
• 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

Soft Skills

In addition to the technical requirements, we are looking for candidates with excellent soft skills, including:

• Ability to multitask, including typing 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

What We Offer

At arenaflex, we offer a comprehensive benefits package, including:

• Competitive hourly rate, with a range of $16.54 - $32.55 per hour, depending on experience and location
• 12 weeks of paid training, with virtual training sessions from the comfort of your own home
• Opportunities for career growth and development, with a focus on promoting from within
• A comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan and equity stock purchase
• Incentive and recognition programs, to recognize and reward your hard work and dedication

Our Culture

At arenaflex, we are committed to creating a diverse and inclusive work environment, where everyone feels valued and respected. We believe that diversity creates a healthier atmosphere, and we are dedicated to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

How to Apply

If you are a motivated and compassionate individual, with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to be considered for this role. We look forward to hearing from you and exploring how you can join our team and make a difference in the lives of millions of people.

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.