Experienced Customer Service Representative – Provider Support and Digital Engagement

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 and start doing your life's best work.

Job Summary:

We're urgently hiring for a full-time Provider Customer Service Call and Chat Representative to support our providers in delivering exceptional care to our members. As a key member of our team, you'll be responsible for providing timely and accurate responses to provider inquiries, resolving issues, and promoting self-service digital tools. If you're passionate about delivering exceptional customer service, have a strong analytical mind, and are eager to learn and grow, we encourage you to apply.

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 and concurrent chat, as required
• Quickly and appropriately triage contacts from healthcare professionals, identifying the needs of the provider and answering questions and resolving issues
• Research and dissect complex prior authorization and claim issues, taking 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

Required Qualifications:

* High School Diploma/GED or equivalent work experience

• Must be 18 years of age or older
• 1 year of customer service experience with analyzing and solving customer's 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 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. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays

Preferred Qualifications:

* Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools

• Prior healthcare experience and knowledge of healthcare terminology

Telecommuting Requirements:

* Reside within a 60-mile commutable distance of arenaflex's Dublin, OH location

• 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 an arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills:

* Ability to multi-task, including the ability to type 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 with consistently achieving quality and productivity standards

What We Offer:

* Competitive salary

• 10 weeks of paid on-the-job training
• Opportunities for career growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Access to arenaflex's employee assistance program

Why Join arenaflex?

At arenaflex, we're committed to creating a healthier atmosphere by fostering a diverse and inclusive workplace. We believe that everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. We're dedicated to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

How to Apply:

If you're ready to make a difference and join our team, apply now! We're excited to review your application and discuss how you can become a vital part of our success story. Apply To This Job

Take the Next Step:

We're looking for talented individuals who share our passion for delivering exceptional customer service and promoting healthy communities. If you're passionate about making a difference, we encourage you to apply. Join us and start doing your life's best work. Apply for this job