Experienced Provider Customer Service Call and Chat Representative – Remote in Dublin, OH
At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a Provider Customer Service Call and Chat Representative, you will play a crucial role in supporting providers who care for our members. This position involves responding to inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health, either through phone calls or concurrent chat. You will be part of a full-time team working 40 hours a week, Monday through Friday, with shifts scheduled during our normal business hours of 11:35 AM to 8:05 PM EST. Given the nature of the business, there may be occasional overtime, weekend, and holiday work required, especially during peak seasons.
About arenaflex
arenaflex is a leading health care company that is committed to making a positive impact on the lives of our members and providers. We believe that everyone deserves access to quality health care, and we are dedicated to providing innovative solutions that simplify the health care experience. Our team is passionate about delivering exceptional service and creating healthier communities.
Responsibilities
As a Provider Customer Service Call and Chat Representative, you will be responsible for:
* Serving as the advocate for providers by demonstrating accountability and ownership to resolve issues.
* Serving providers in a multi-channel environment including call and concurrent chat as required.
* Quickly and appropriately triaging contacts from healthcare professionals (i.e., physician offices, clinics, billing offices).
* Seeking 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).
* Researching and dissecting complex prior authorization and claim issues and taking appropriate steps to resolve identified issues to avoid repeat calls/messages, escalations, and provider dissatisfaction.
* Collaborating 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.
* Influencing providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution.
Requirements
To be successful in this role, you will need to have:
* A High School Diploma / GED OR equivalent work experience.
* Must be 18 years of age OR older.
* 1+ years of customer service experience with 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.
* Ability to type at the speed of greater than or equal to 35 - 40+ WPM (words per minute) with an accuracy of 90%.
* Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 11:35 AM - 8:05 PM EST from Monday - Friday.
Nice-to-haves
While not required, experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools, is a plus. Prior health care experience and knowledge of healthcare terminology is also highly valued.
Benefits
As a Provider Customer Service Call and Chat Representative, you will enjoy:
* 10 weeks of paid on-the-job training.
* Flexible telecommuting options for those within a 60-mile commutable distance.
* Opportunities for career development and advancement within the organization.
Work Environment and Company Culture
As a remote employee, you will have the flexibility to work from the comfort of your own home. arenaflex is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our team is passionate about delivering exceptional service and creating healthier communities.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including a salary, benefits, and perks. As a remote employee, you will have the flexibility to work from home and enjoy a better work-life balance. Our benefits package includes:
* Comprehensive health insurance
* 401(k) retirement plan
* Paid time off (PTO)
* Flexible telecommuting options
* Opportunities for career development and advancement within the organization
How to Apply
If you are passionate about delivering exceptional service and creating healthier communities, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter that highlights your experience and qualifications.
Conclusion
As a Provider Customer Service Call and Chat Representative, you will play a crucial role in supporting providers who care for our members. If you are passionate about delivering exceptional service and creating healthier communities, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a dynamic and innovative organization that is committed to making a positive impact on the lives of our members and providers.