Job Description
At arenaflex, we're simplifying the healthcare experience, creating healthier communities, and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the healthcare system of tomorrow, making it more responsive, affordable, and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.
- *About arenaflex**
arenaflex is a leading healthcare company that's dedicated to improving the lives of millions of people. We're a dynamic and innovative organization that's committed to creating a healthier world. Our mission is to help people live healthier lives and make the healthcare system work better for everyone. We believe that everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life.
- *Job Summary**
We're seeking an experienced Provider Customer Service Call and Chat Representative to join our team. As a Provider Advocate, you'll play a crucial role in the healthcare industry by serving as the primary point of contact for healthcare providers. Your responsibilities will include resolving issues efficiently, often on the first call, and providing support through various channels like calls and chats. You'll need to navigate multiple systems, collaborate with internal partners, and promote self-service digital tools to enhance provider satisfaction.
- *Key Responsibilities**
- Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues
- Service Providers in a multi-channel environment including call, dual chats, and email 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
- Must be 18 years of age or older
- 1+ years of customer service experience 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
- This position involves handling provider calls or concurrent chats, with an expected volume of 50 - 70 calls/chats daily. It requires full attention to work duties. Employees in this role must ensure they have uninterrupted work time during their shifts, except for scheduled breaks and lunch periods
- Ability to work full-time (40 hours/week) Monday - Friday for any hours between 9:05am-5:35pm CST. It may be necessary, given the business need, to work some holidays, weekends, and/or overtime as business needs require
- *Preferred Qualifications**
- Experience in a related environment (i.e., office, call center, customer service, etc.) using phones and computers as the primary job tools
- Health care experience and knowledge of healthcare terminology
- Presently employed within arenaflex Operations & Experience. (Also known as arenaflex Benefit Operations. Use Sparq to confirm your alignment in 3 quick steps: 1) From the , click “My Profile”. 2) Click “Organization Chart”. 3) Look upward on the org chart to confirm that you report through Mike Baker)
- *Telecommuting Requirements**
- Reside within TN
- Ability to keep all company sensitive documents secure (if applicable)
- 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 a arenaflex approved high-speed internet connection or leverage an existing high-speed internet service
- *Soft Skills**
- Proficient in multi-tasking, including managing multiple conversations simultaneously
- Skilled in quickly resolving calls and messages, effectively preventing escalated complaints
- Strong time management skills
- High emotional intelligence and empathy
- Excellent active listening and comprehension abilities
- Exceptional written communication skills
- Demonstrated problem-solving, organizational, and interpersonal skills
- Proven track record of consistently achieving quality and productivity standards
- Typing Speed greater than or equal to 35-40 WPM with accuracy of 90%
- *Benefits and Compensation**
- 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 but not limited to local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable.
- In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).
- *Work Environment and Culture**
- arenaflex is a dynamic and innovative organization that's committed to creating a healthier world. Our mission is to help people live healthier lives and make the healthcare system work better for everyone.
- We believe that everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life.
- We're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.
- arenaflex is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
- *How to Apply**
If you're a motivated and experienced customer service professional who's passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below.
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