Experienced Customer Service Representative – Remote Opportunity in Pacific Standard Time Zone for Compassionate and Results-Driven Professionals

Welcome to arenaflex

arenaflex is a global organization dedicated to delivering care, aided by technology, to help millions of people live healthier lives. Our team's work directly improves health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. At arenaflex, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. We invite you to join us in making an impact on the communities we serve as we advance health equity on a global scale.

Job Overview

As a Customer Service Representative at arenaflex, you will compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You will also provide support to your team members by serving as a resource or subject matter expert. This position is full-time, Monday - Friday, and requires flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30AM – 5:00PM PST. Occasional overtime may be necessary, given the business need.

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 log 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

Requirements and Qualifications

To be successful in this role, you will need to meet the following requirements:

Essential Qualifications

• High School Diploma/GED
• Must be 18 years of age or older
• 1+ years of customer service experience OR experience in a medical office, healthcare call-center, or office setting analyzing and solving customer problems
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to work full-time, Monday - Friday, with flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30AM – 5:00PM PST

Preferred Qualifications

• Prior healthcare experience
• Bilingual English/Spanish – must be fluent in Spanish, including medical terminology
• 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

To work remotely with arenaflex, you will need to:

• Reside within the Pacific Time Zone
• Have the ability to keep all company-sensitive documents secure (if applicable)
• Establish a dedicated work area that is separated from other living areas and provides information privacy
• Have a location that can receive an arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

To excel in this role, you will need to demonstrate the following 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

arenaflex offers a competitive compensation package, including a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). The hourly range for this role is $16.00 to $28.27 per hour, based on several factors, including local labor markets, education, work experience, certifications, etc.

Career Growth and Development

At arenaflex, we are committed to helping our employees grow and develop in their careers. You will have access to training and development programs, as well as opportunities to advance within the company. We believe in promoting from within and providing our employees with the tools and resources they need to succeed.

Work Environment and Company Culture

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. We are committed to creating a diverse and inclusive work environment that values and respects all employees.

Conclusion

If you are a compassionate and results-driven professional looking for a challenging and rewarding role, we encourage you to apply for this Customer Service Representative position at arenaflex. With our comprehensive training program, competitive compensation package, and opportunities for career growth and development, you will have the tools and resources you need to succeed. Join our team and make a difference in the lives of our customers and communities.