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, simplifying the healthcare system, and removing barriers to quality care. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe that everyone deserves the opportunity to live their healthiest life, and 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 a highly skilled and compassionate Provider Customer Service Call and Chat Representative to join our team. As a Provider Customer Service Call and Chat Representative, you will play a vital role in supporting healthcare providers who care for our members. Your primary responsibility will be to provide exceptional customer service, 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 an advocate for providers, demonstrating accountability and ownership to resolve issues in a timely and professional manner
• Provide multi-channel support, including call and concurrent chat, to healthcare professionals, such as physician offices, clinics, and billing offices
• Quickly and appropriately triage contacts from healthcare professionals, identifying and addressing their needs and concerns
• Research and resolve complex prior authorization and claim issues, taking appropriate steps to avoid repeat calls, escalations, and provider dissatisfaction
• Collaborate effectively with internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Utilize strong multitasking skills to navigate multiple 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 to aid in faster resolution

Qualifications and Requirements

To be successful in this role, you will need to possess the following 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

To be eligible for this remote opportunity, you must:

• Reside within the state of Indiana
• 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 and Competencies

To excel in this role, you will need to possess the following soft skills and competencies:

• 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 and Development

At arenaflex, we are committed to helping our employees grow and develop in their careers. As a Provider Customer Service Call and Chat Representative, you will have access to:

• 10 weeks of paid training to help you develop the skills and knowledge you need to succeed in your role
• Ongoing coaching and feedback to help you continuously improve and develop your skills
• Opportunities for career advancement and professional growth within the company

Work Environment and Company Culture

At arenaflex, we are dedicated to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We believe that everyone deserves the opportunity to live their healthiest life, and we are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Compensation and Benefits

We offer a competitive compensation and benefits package, including:

• Competitive salary and bonus structure
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement savings plan with company match
• Paid time off and holidays
• Opportunities for career advancement and professional growth

Conclusion

If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service and making a difference in the lives of others, 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 work with a talented team of professionals who are dedicated to transforming the healthcare experience and creating healthier communities. Apply today and take the first step towards a rewarding and challenging career with arenaflex!