At arenaflex, we're revolutionizing the way medical providers and payers manage their billing and payment processing needs. As a leader in Digital Transaction Processing, we're committed to delivering innovative solutions that streamline operations, improve payment cycles, and reduce frictional costs. With a strong focus on customer satisfaction, we're seeking an experienced Customer Care Specialist to join our World Class Client Support Division.
**About arenaflex**
arenaflex is a pioneering company that's changing the face of medical billing and payment processing. With a network of over 1,500,000+ submitters and 5,000+ Workers' Compensation, Group Health, and Auto Medical payers nationwide, we're the leading connectivity solution in the market. Our mission is to provide seamless, efficient, and secure transactions that meet the evolving needs of our clients.
**Job Summary**
As a Customer Care Specialist, you'll be the primary point of contact for new and existing payers and providers, providing exceptional support and resolving issues related to account setup, maintenance, and acceptance and delivery of medical bills, payments, and other insurance-related processes. You'll work closely with internal Jopari staff and external business partners to ensure timely and efficient resolution of customer inquiries.
**Key Responsibilities**
* Respond to customer inquiries via phone or email, providing timely and accurate solutions to their concerns.
* Escalate and monitor issues that require coordination and follow-up with Jopari Internal Departments (development, operations, engineering) and external business partners/clients.
* Create and monitor Code Red (escalated/critical) issues to determine the necessary communication, whether internal or external.
* Reproduce issues on behalf of customers and assist in verifying fixes, account setup, and other relevant tasks.
* Accurately document all communications, research documentation, and relevant information in the Client Support ticketing system (Zendesk).
**Skills and Experience Required**
* Evaluate and resolve problems in a timely, efficient manner, considering the severity of the issue, the type of inquiry/issue, and the affected parties.
* Consistently provide customers with status updates for any outstanding inquiries and issues.
* Direct and escalate requests internally for unresolved issues.
* Obtain all relevant information with a strong level of detail to effectively handle inquiries.
* Develop and maintain rapport with customers.
* Identify trends for process improvement.
* Strong advocate of customer service principles and practices.
* 3+ years of experience in a call center or customer care environment.
* Experience with medical billing.
* Proficiency with Microsoft Office Suite Products.
* Proven technical experience.
* Demonstrated troubleshooting and analytical skills.
* Exceptional multitasking skills required.
* Verbal and written communication skills MUST be professional and polished.
**Desired Competencies**
* Strong sense of urgency in addressing and responding to issues.
* Excellent interpersonal and communication skills.
* Adaptive listening skills with the ability to translate layman issues to technical staff and vice versa.
* Thorough attention to detail and accuracy.
* Ability to effectively multi-task and prioritize issues and requests.
* Ability to work independently with minimal supervision but can also thrive and interoperate within a dynamic team environment with limited structure.
* Understanding of the workers' compensation and/or group health insurance industry.
* Experience with X-12 File formats a plus.
* Experience working in an online customer service ticketing system for email and phone inquiries is a plus.
* Bi-lingual (Spanish) a plus.
**What We Offer**
* A dynamic and supportive work environment with opportunities for growth and development.
* Competitive compensation and benefits package.
* Flexible remote work options with the ability to work from home.
* Collaborative team environment with a focus on customer satisfaction.
* Opportunities for professional growth and development.
* Recognition and rewards for outstanding performance.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!
**Contact Information**
arenaflex
[arenaflex Email Address]
[arenaflex Phone Number]
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity and promotes equal opportunities for all employees.
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