At arenaflex, we're dedicated to delivering exceptional customer experiences that make a real difference in people's lives. As a Senior Customer Service Representative, you'll play a vital role in helping us achieve this mission by providing compassionate and personalized support to our customers. If you're fluent in English and Spanish, have a passion for helping others, and are looking for a challenging and rewarding career opportunity, we want to hear from you!
**About arenaflex**
arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our team is committed to advancing health equity on a global scale, and we're looking for talented individuals like you to join us on this journey. With a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities, arenaflex is the perfect place to grow your career and make a meaningful impact.
**Job Summary**
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 identifying opportunities to exceed customer expectations. You'll work in a fast-paced, dynamic environment that requires strong communication skills, empathy, and problem-solving abilities. If you're up for the challenge and want to make a real difference in people's lives, we encourage you to apply.
**Key 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
**Essential Qualifications**
* High School Diploma/GED
* Must be 18 years of age or older
* 2 years of customer service experience or 2 years of experience in a medical office, call center in healthcare, or office setting in healthcare while analyzing and solving customer problems
* Bilingual fluency in English and 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 9:00 AM - 5:30 PM EST from Monday - Friday
* Ability to work any of our full-time, 8-hour shift schedules during our normal business hours of 11:30 AM - 8:00 PM EST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime.
**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
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Senior Customer Service Representative, you'll have access to:
* Comprehensive training programs to help you develop your skills and knowledge
* Opportunities for career advancement and professional growth
* A supportive and inclusive work environment that encourages collaboration and teamwork
* A competitive salary and benefits package, including health insurance, retirement savings, and paid time off
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced organization that values diversity, inclusion, and employee well-being. Our team is committed to creating a work environment that is inclusive, respectful, and supportive of all employees. We believe that a diverse and inclusive workplace is essential to delivering exceptional customer experiences and achieving our mission.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive salary and benefits package, including:
* A comprehensive benefits package, including health insurance, retirement savings, and paid time off
* Incentive and recognition programs to reward your hard work and dedication
* Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements)
**Application Deadline**
This job posting will be posted 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.
**Equal Employment Opportunity**
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.
**Drug-Free Workplace**
arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.
**Apply Now**
If you're a motivated and compassionate individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Don't miss out on the chance to join our team and make a real difference in people's lives. Apply now and take the first step towards a rewarding career with arenaflex!
Apply Now