Experienced Provider Customer Service Call and Chat Representative for Healthcare Support - Full-Time Remote Opportunity in Houston, TX

Introduction to arenaflex

arenaflex is a leading organization in the healthcare industry, dedicated to providing exceptional support to healthcare providers and enhancing the overall provider experience. As a key player in this field, arenaflex recognizes the importance of timely and accurate communication in addressing the complex needs of healthcare professionals. To achieve this goal, arenaflex is seeking a highly skilled and compassionate Provider Customer Service Call and Chat Representative to join its team.

About the Position

The Provider Customer Service Call and Chat Representative at arenaflex plays a vital role in supporting healthcare providers by addressing their inquiries related to benefits, eligibility, billing, clinical authorizations, and behavioral health. This full-time position involves multi-channel communication, including phone calls and chat, to ensure providers receive timely and accurate information. The representative will advocate for providers, resolve issues, and promote self-service digital tools to enhance the provider experience.

Key Responsibilities

• Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues, ensuring that providers receive the support they need to deliver high-quality patient care.
• Service providers in a multi-channel environment, including call and concurrent chat, to address their inquiries and concerns in a timely and efficient manner.
• Quickly and appropriately triage contacts from healthcare professionals, such as physician offices, clinics, and billing offices, to ensure that their needs are met and their issues are resolved.
• Seek to understand and identify the needs of the provider, answering questions and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health.
• Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and 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, promoting a seamless and efficient experience.
• Demonstrate strong multi-tasking skills to effectively and efficiently navigate more than 30 systems, extracting necessary information to resolve and avoid issues across multiple lines of business, 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 and enhanced provider satisfaction.

Essential Qualifications

• High School Diploma / GED or equivalent work experience, demonstrating a strong foundation in customer service and communication.
• Must be 18 years of age or older, with a minimum of 1+ years of customer service experience in 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 greater than or equal to 35-40+ words per minute (WPM) with an accuracy of 90%, ensuring efficient and accurate communication.
• Ability to work any full-time (40 hours/week) shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday, demonstrating flexibility and adaptability.

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, demonstrating a strong understanding of the industry and its complexities.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Provider Customer Service Call and Chat Representative, you will have access to a range of training and development opportunities, including:

• 10 weeks of paid training, providing a comprehensive introduction to our systems, processes, and industry-specific knowledge.
• Ongoing coaching and mentoring, ensuring that you have the support and guidance you need to excel in your role.
• Opportunities for career advancement, recognizing and rewarding your achievements and contributions to the team.

Work Environment and Company Culture

arenaflex is dedicated to creating a positive and inclusive work environment, where employees feel valued, supported, and empowered to succeed. As a remote employee, you will be part of a dynamic and flexible team, with the opportunity to work from the comfort of your own home. Our company culture is built on the principles of:

• Respect and empathy, recognizing the importance of compassion and understanding in our interactions with providers and colleagues.
• Integrity and accountability, demonstrating a commitment to transparency, honesty, and responsibility in all our actions.
• Collaboration and teamwork, fostering a spirit of cooperation and mutual support, to achieve our goals and objectives.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a range of perks and benefits, such as:

• Flexible working arrangements, including the opportunity to work remotely, if located within a 60-mile commutable distance of Houston, TX.
• Comprehensive health insurance, recognizing the importance of your physical and mental well-being.
• Retirement savings plan, supporting your long-term financial goals and security.
• Paid time off, ensuring that you have the opportunity to rest, relax, and recharge.

Conclusion

If you are a motivated and compassionate individual, with a passion for delivering exceptional customer service, we encourage you to apply for the Provider Customer Service Call and Chat Representative role at arenaflex. As a key member of our team, you will have the opportunity to make a real difference in the lives of healthcare providers, while developing your skills and advancing your career. Join us at arenaflex, and become part of a dynamic and dedicated team, committed to excellence and customer satisfaction.