At arenaflex, we're dedicated to helping people live healthier lives and making the health system work better for everyone. As a leading global organization, we're committed to delivering care, aided by technology, to millions of people worldwide. Our mission is to create a healthier world, and we're looking for talented individuals like you to join our team.
Imagine being part of a dynamic and fast-growing environment where you can put your skills, passions, and energy to work. As a Senior Customer Service Representative, you'll have the opportunity to make a real impact on the lives of our customers, while also developing your career and growing with our organization.
**About arenaflex**
arenaflex is a global organization that delivers care, aided by technology, to help millions of people live healthier lives. Our work is guided by a culture of diversity and inclusion, and we're committed to creating a healthier world for everyone. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location.
**Our Culture**
At arenaflex, we're passionate about creating a culture that's guided by diversity and inclusion. We believe that our differences are what make us stronger, and we're committed to fostering an environment that's inclusive, supportive, and empowering. Our culture is built on the principles of performance, collaboration, and opportunity, and we're always looking for talented individuals who share our values.
**Job Summary**
As a Senior Customer Service Representative, you'll be responsible for delivering exceptional customer service to our customers, while also providing support to your team members. You'll be the face of arenaflex, and your interactions with customers will be guided by our values of compassion, empathy, and respect. You'll work in a fast-paced environment, handling a high volume of calls, and resolving complex customer issues.
**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
**Requirements**
* 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**
* 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, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements)
**Why Join arenaflex?**
* Opportunity to work in a fast-growing environment with a global organization
* Chance to develop your career and grow with our organization
* Comprehensive benefits package, including health, dental, and vision insurance
* Incentive and recognition programs to reward your performance
* Equity stock purchase and 401k contribution
* Opportunity to work with a diverse and inclusive team
**How to Apply**
If you're passionate about delivering exceptional customer service and making a real impact on the lives of our customers, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our online application system. We look forward to hearing from you!
**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.
**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.
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