Experienced Provider Customer Service Call and Chat Representative – Remote Opportunity in Indiana for Delivering Exceptional Support to Healthcare Providers

Introduction to arenaflex

At arenaflex, we are dedicated to transforming the healthcare experience by creating healthier communities, removing barriers to quality care, and making the healthcare system more responsive, affordable, and equitable. Our mission is to help people live healthier lives, and we believe that everyone deserves the opportunity to live their healthiest life. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Job Overview

We are seeking an experienced and compassionate Provider Customer Service Call and Chat Representative to join our team. As a representative, you will be the advocate for providers, demonstrating accountability and ownership to resolve issues and provide exceptional support to healthcare professionals. You will be responsible for responding to questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health via phone calls and concurrent chats.

Key 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 calls and concurrent chats
• 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 over 30 systems, extracting necessary information to resolve and avoid issues across multiple lines of business
• Influence providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool

Essential Qualifications

• High School Diploma/GED or equivalent work experience
• 1 year of customer service experience 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
• Typing speed of 35-40 words per minute with accuracy of 90%
• Ability to work full-time (40 hours/week) Monday - Friday between 10:35am – 7:05pm CST, with flexibility to work occasional overtime, weekends, and holidays as business needs require
• Must be 18 years of age or older

Preferred Qualifications

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

Telecommuting Requirements

• Reside within the state of Indiana
• Ability to keep all company-sensitive documents secure
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive an arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

• 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
• Demonstrated experience consistently achieving quality and productivity standards

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to providing our employees with opportunities for growth and development. You will have access to comprehensive training programs, including 11 weeks of paid training, to help you succeed in your role. Our training programs are designed to provide you with the skills and knowledge you need to excel in your position and advance in your career.

In addition to our training programs, we offer a range of learning benefits, including online courses, workshops, and conferences. These benefits are designed to help you stay up-to-date with the latest industry trends and developments, and to provide you with the skills and knowledge you need to succeed in your role.

Work Environment and Company Culture

At arenaflex, we are committed to creating a positive and inclusive work environment that values diversity and promotes equality. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to making a positive impact on the communities we serve.

Our company culture is built on a foundation of respect, empathy, and compassion. We believe in treating our employees with dignity and respect, and we are committed to providing a safe and supportive work environment that allows our employees to thrive.

Compensation, Perks, and Benefits

The hourly range for this role is $16.88 to $33.22 per hour, based on full-time employment. Pay is based on several factors, including local labor markets, education, work experience, certifications, and more. arenaflex offers a comprehensive benefits package, including medical, dental, and vision coverage, as well as incentive and recognition programs, equity stock purchase, and 401k contribution.

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Provider Customer Service Call and Chat Representative at arenaflex, you will have the opportunity to make a positive impact on the lives of healthcare providers and their patients. Don't miss out on this chance to join a dynamic and growing team and take your career to the next level. Apply today!