At arenaflex, we're dedicated to empowering patients to live their best lives by providing full-service home medical equipment products and services. As a leading healthcare company, we're passionate about making a profound impact on the quality of patients' lives. If you're a customer service enthusiast who thrives in a fast-paced environment and is committed to delivering exceptional patient care, we'd love to hear from you.
**About arenaflex**
arenaflex is a dynamic and patient-centric organization that's revolutionizing the home medical equipment industry. Our mission is to provide personalized care and support to patients, enabling them to live independently and comfortably in their own homes. With a strong focus on innovation, quality, and customer satisfaction, we're committed to making a positive difference in the lives of our patients and their families.
**Job Summary**
As an Experienced Customer Service Specialist at arenaflex, you'll play a vital role in ensuring seamless patient experiences. You'll be responsible for learning and understanding our entire front-end process, answering inbound calls, making outbound calls, and providing exceptional customer service to our patients. If you're passionate about delivering top-notch patient care, have excellent communication skills, and are comfortable working in a fast-paced environment, we encourage you to apply for this exciting opportunity.
**Key Responsibilities**
As an Experienced Customer Service Specialist, your key responsibilities will include:
* Developing and maintaining a working knowledge of our current products and services
* Answering all calls and emails in a timely manner, adhering to our service standards
* Documenting all call information according to our standard operating procedures
* Answering questions about products and services, retail stores, general service line information, and other customer needs
* Processing orders, routing calls to appropriate resources, and following up on customer calls as necessary
* Reviewing all required documentation to ensure accuracy
* Accurately processing, verifying, and/or submitting documentation and orders
* Completing insurance verification to determine patient eligibility, coverage, co-insurances, and deductibles
* Obtaining pre-authorization if required by an insurance carrier and processing physician orders to insurance carriers for approval and authorization when necessary
* Navigating through multiple online EMR systems to obtain applicable documentation
* Entering and reviewing all pertinent information in our EMR system, including authorizations and expiration dates
* Communicating with Customer Service and Management on an ongoing basis regarding any noticed trends with insurance companies
* Verifying insurance carriers are listed in our database system, if not, requesting the new carrier be entered
* Responsible for contacting patients when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process
* Meeting quality assurance requirements and other key performance metrics
* Facilitating resolution on customer complaints and problem-solving
* Paying attention to detail and having great organizational skills
* Actively listening to patients and handling stressful situations with compassion and empathy
* Flexible with actual work and hours of operation
* Utilizing company-provided tools to maintain quality, including but not limited to Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the Medicare Provider Enrollment, Chain, and Ownership System), and "How-To" documents
**Competency, Skills, and Abilities**
To succeed in this role, you'll need to possess:
* Excellent customer service skills
* Analytical and problem-solving skills with attention to detail
* Decision-making abilities
* Excellent ability to communicate both verbally and in writing
* Ability to prioritize and manage multiple tasks
* Proficient computer skills and knowledge of Microsoft Office
* Solid ability to learn new technologies and possess the technical aptitude required to understand the flow of data through systems as well as system interaction
* General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred
* Ability to work well independently and as part of a group
* Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative, and work effectively on a team
**Requirements**
To be considered for this role, you'll need to meet the following minimum job qualifications:
* High School Diploma or equivalent
* One (1) year work-related experience in healthcare administrative, financial, or insurance customer services, claims, billing, call center, or management, regardless of industry
* Senior level requires two (2) years of work-related experience and one (1) year of exact job experience
* Exact job experience is considered any of the above tasks in a Medicare-certified environment
**What We Offer**
As an Experienced Customer Service Specialist at arenaflex, you'll enjoy:
* Competitive compensation and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive training and support to ensure your success
* Flexible work arrangements to balance your work and personal life
* Access to cutting-edge technology and tools to enhance your productivity and efficiency
* A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that values and respects all employees
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional patient care, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!
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