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 deliver care and 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 inclusive environment where you can grow your skills, passions, and energy. As a Senior Customer Service Representative, you'll have the opportunity to make a real impact on the lives of our customers, connecting them with the care, pharmacy benefits, data, and resources they need to feel their best.
**About arenaflex**
arenaflex is a global organization that delivers care and technology to millions of people worldwide. Our team is dedicated to helping people live healthier lives and making the health system work better for everyone. We believe in the power of diversity and inclusion, and we're committed to creating a healthier atmosphere where everyone can thrive.
**Job Summary**
We're seeking an experienced Bilingual Senior Customer Service Representative to join our team. As a Senior Customer Service Representative, you'll be responsible for delivering exceptional customer experiences to our customers, providing support to your team members, and identifying opportunities to exceed customer expectations. You'll work in a fast-paced environment, using your skills and knowledge to resolve complex customer complaints and billing 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 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.
**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 skills. As a Senior Customer Service Representative, you'll have access to comprehensive training and development programs, including:
- 6 weeks of paid on-the-job training
- Opportunities for career advancement and professional growth
- Access to industry-leading technology and tools
- Collaborative and inclusive work environment
**Work Environment and Company Culture**
We're proud of our inclusive and diverse work environment, where everyone is valued and respected. As a Senior Customer Service Representative, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences. You'll have the opportunity to work with talented peers, learn from experienced leaders, and contribute to a culture that's guided by diversity and inclusion.
**Compensation, Perks, and Benefits**
We offer a comprehensive benefits package, including:
- Competitive salary and bonus structure
- Comprehensive health insurance and wellness programs
- 401(k) matching and retirement savings plan
- Paid time off and holidays
- Access to industry-leading technology and tools
- Collaborative and inclusive work environment
**Application Deadline**
This job posting will be live for a minimum of 2 business days or until a sufficient candidate pool has been collected. We encourage all qualified candidates to apply.
**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.
**Application Instructions**
To apply for this exciting opportunity, please visit our website and submit your application. We look forward to hearing from you!
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