Experienced Bilingual Senior Customer Service Representative – National Remote Opportunity

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a Senior Customer Service Representative, you'll play a vital role in providing compassionate and personalized support to our customers, helping them navigate complex healthcare-related issues. If you're fluent in English and Spanish, have a passion for delivering outstanding customer service, and are eager to grow your career in a dynamic and supportive environment, we encourage you to apply.

About arenaflex

arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our mission is to make the health system work better for everyone, and we're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes. We believe that diversity creates a healthier atmosphere, and we're an Equal Employment Opportunity / Affirmative Action employer, welcoming qualified applicants from all backgrounds.

About the Role

As a Senior Customer Service Representative, you'll be responsible for delivering exceptional customer experiences to between 50 to 70 callers per day, providing support to your team members, and serving as a resource or subject matter expert. You'll have the opportunity to identify and exceed our customer expectations by committing to and building strong relationships internally and externally. This is a full-time, Monday-to-Friday position, with flexibility to work any shift schedules during our normal business hours of 11:30 am - 8:00 pm EST. Occasional overtime may be required.

Primary Responsibilities

* Answer a high volume of calls from patients or their representatives, regarding patient bill balances, payment plans, credit card payments, patient pricing, re-billing insurance companies, and general customer concerns

• Process adjustments, refunds, transfer bills, mail returns, and perform manual sales
• Evaluate and respond to all aspects of written billing inquiries, including but not limited to: billing insurances, and updating invoices
• Research, troubleshoot, and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
• Maintain tracking logs of all escalated patient correspondence, providing status updates to leadership as needed
• Ability to perform all aspects of billing customer service as needed
• May be a certified Medical Coder and/or involved in medical coding
• Thorough navigation of both Quest Billing System and the web
• Maintain all Compliance and HIPAA regulations at all times

Required Qualifications

* High School Diploma/GED

• Must be 18 years of age or older
• 2 years of customer service experience or experience in a medical office, healthcare call-center, or office setting analyzing and solving customer problems
• Bi-Lingual English/Spanish - must be fluent in Spanish
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to train for the first 6 weeks between the hours of 8:30 AM - 5:00 PM EST from Monday - Friday
• Ability to work between the hours of 11:30 AM - 8:00 PM EST from Monday - Friday

Preferred Qualifications

* Prior healthcare experience

• Medical Terminology experience
• Knowledge of billing/finance and eligibility processes, practices, and concepts
• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon

Telecommuting Requirements

* 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 UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

* Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner

• Proficient conflict management skills, including the ability to resolve stressful situations
• All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy

Compensation and Benefits

* California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Washington, Rhode Island, or Washington, D.C. Residents Only: The hourly range for this position is $16.54 - $32.55 per hour. 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, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

Application Deadline

This job posting will be live for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

Why Join arenaflex?

* Opportunity to work in a dynamic and supportive environment

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution
• Career growth opportunities and learning benefits
• Work environment and company culture highlights at arenaflex

If you're passionate about delivering exceptional customer experiences and are eager to grow your career in a dynamic and supportive environment, we encourage you to apply. Apply for this job