Experienced Provider Customer Service Call and Chat Representative – Remote in Houston, TX
At arenaflex, we are dedicated to simplifying the health care experience and creating healthier communities. As a key member of our team, the Provider Customer Service Call and Chat Representative plays 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. The role is full-time, requiring 40 hours of work per week, Monday through Friday, with business hours from 10:30 AM to 7:05 PM CST. Occasionally, employees may need to work overtime, weekends, or holidays based on business needs.
About arenaflex
arenaflex is a leading health care organization committed to delivering innovative solutions that improve the lives of our members. We believe in the importance of building strong relationships with our providers and are dedicated to creating a seamless experience for them. Our team is passionate about making a difference in the health care industry, and we are seeking like-minded individuals to join us on this journey.
Job Summary
As a Provider Customer Service Call and Chat Representative, you will serve as an advocate for providers, demonstrating accountability and ownership in resolving issues. You will engage with providers in a multi-channel environment, including calls and chats, and will be responsible for triaging contacts from healthcare professionals. Your ability to understand and identify the needs of providers will be essential in answering questions and resolving issues effectively. You will also research complex prior authorization and claim issues, collaborating with internal partners to ensure timely communication and resolution of issues.
Responsibilities
• Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues.
• Service providers in a multi-channel environment including call and concurrent chat 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 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 a 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) shift between the hours of 10:30 AM - 7:05 PM CST from Monday - Friday. It may be necessary, given the business need, to work some occasional overtime, weekends, and/or holidays.
Nice-to-haves
• Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.
• Prior health care experience and knowledge of healthcare terminology.
Benefits
• 10 weeks of paid training.
• Flexible telecommuting options for those within a 60-mile radius of Houston, TX.
What We Offer
At arenaflex, we are committed to providing a supportive and inclusive work environment that fosters growth and development. Our team is passionate about making a difference in the health care industry, and we are seeking like-minded individuals to join us on this journey. As a Provider Customer Service Call and Chat Representative, you will have the opportunity to:
* Work with a talented team of professionals who are dedicated to delivering exceptional service to our providers.
* Develop your skills and knowledge in a dynamic and fast-paced environment.
* Make a meaningful impact on the lives of our members and providers.
* Enjoy a comprehensive benefits package, including paid training and flexible telecommuting options.
How to Apply
If you are a motivated and customer-focused individual who is passionate about making a difference in the health care industry, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all individuals, regardless of their background, culture, or identity.
Contact Us
If you have any questions or would like to learn more about this opportunity, please do not hesitate to contact us. We look forward to hearing from you!
Join arenaflex Today!
As a Provider Customer Service Call and Chat Representative, you will have the opportunity to make a meaningful impact on the lives of our members and providers. If you are a motivated and customer-focused individual who is passionate about making a difference in the health care industry, we encourage you to apply for this exciting opportunity.
What We're Looking For
- A high school diploma or equivalent work experience.
- 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 a 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) shift between the hours of 10:30 AM - 7:05 PM CST from Monday - Friday.
What We Offer
- 10 weeks of paid training.
- Flexible telecommuting options for those within a 60-mile radius of Houston, TX.
- A comprehensive benefits package, including paid training and flexible telecommuting options.
- The opportunity to work with a talented team of professionals who are dedicated to delivering exceptional service to our providers.
- The chance to develop your skills and knowledge in a dynamic and fast-paced environment.
- The ability to make a meaningful impact on the lives of our members and providers.
How to Apply
If you are a motivated and customer-focused individual who is passionate about making a difference in the health care industry, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all individuals, regardless of their background, culture, or identity.
Contact Us
If you have any questions or would like to learn more about this opportunity, please do not hesitate to contact us. We look forward to hearing from you!
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