Experienced Customer Service Representative – Provider Support – Remote Opportunity in Tennessee

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.

Job Summary:

We're seeking an experienced Customer Service Representative to join our team in Tennessee. As a Provider Customer Service Call and Chat Representative, you'll be the advocate for providers, demonstrating accountability and ownership to resolve issues. You'll serve providers in a multi-channel environment, including call, concurrent chat, and research complex prior authorization and claim issues. If you're passionate about delivering exceptional customer service, have a strong problem-solving mindset, and are comfortable working in a fast-paced environment, we encourage you to apply.

Primary Responsibilities:

• Serve as the advocate for providers by demonstrating accountability and ownership to resolve issues

• Service Providers in a multi-channel environment including call, 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

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
• Ability to type at the speed of greater than or equal to 35-40 WPM with an accuracy of 90%
• Experience with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to work any full-time (40 hours/week), 8-hour shift between the hours of 9 AM – 5:35 PM CST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime, weekends, and/or some holidays based on business need.

Preferred Qualifications:

• Prior healthcare experience and knowledge of healthcare terminology

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

Telecommuting Requirements:

• Reside within the state of 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 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 consistently achieving quality and productivity standards
• All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy

About arenaflex:

At arenaflex, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are 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.

Diversity and Inclusion:

arenaflex is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Benefits and Perks:

• Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training program to ensure success in the role

How to Apply:

If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding opportunity, we encourage you to apply. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply Now! Apply for this job