At arenaflex, we're dedicated to providing exceptional patient care and exceptional customer experiences. As a Remote Part Time Customer Service Specialist, you'll play a vital role in facilitating patient healthcare needs and delivering top-notch service to our patients, healthcare providers, and facilities. If you're passionate about delivering outstanding customer experiences, possess excellent communication skills, and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a multi-specialty physician-led organization that includes over 600 doctors and advanced practice providers affiliated with top-ranked hospitals in the Midwest region. Since 1994, we've provided access to extraordinary care in over 145 locations and 25 specialties in the greater St. Louis, mid-Missouri, and southern Illinois areas. Our providers are nationally recognized for excellent patient satisfaction, quality healthcare, and improving the health and well-being of the communities we serve.
**Job Summary**
As a Remote Part Time Customer Service Specialist, you'll be responsible for answering a high volume of inbound calls for assigned arenaflex practices. This role serves as the initial point of contact and a liaison between patients, healthcare facilities, physicians, clinical staff, and practices to facilitate patient healthcare needs. You'll utilize an electronic health record to validate and capture clinical and financial information, contributing to the coordination of patient care.
**Responsibilities**
* Navigate the electronic health record to obtain and validate historical information; capture and document demographic and financial information in the electronic health record; maintain accountability for accurate data entry in the electronic health record and maintain patient privacy and security as outlined by HIPAA.
* Manage a high volume of incoming calls from patients, healthcare providers, and facilities who are calling for a variety of reasons, to include scheduling appointments, refilling medications, obtaining insurance referrals, receiving symptom-based care, obtaining pre-certification for testing, insurance and/or billing questions, requests for medical forms and/or test results, etc.; ensure resolution to the call.
* Leverage critical thinking with speed and accuracy to identify reason for the call and take appropriate action based on caller need and acuity; research complex issues in the electronic health record and consult/escalate to clinical staff when necessary; leverage multiple job aids and resources to provide appropriate level of service.
* Schedule patient visits based on complex provider preferences; verify and update insurance and checks insurance eligibility; collect and document demographics; maintain proficiency in and shares knowledge of insurance basics, MyChart, and appointment instructions; document and sends messages to providers and clinical staff in the electronic health record for clinical-based needs; communicates directly with providers (physicians) to relay pertinent clinical information during after hours.
* Manage calls within established performance and customer service standards; achieves targeted abandoned call rate, average speed of answer, and average transaction time; provides excellent and consistent customer service in a variety of situations; communicates in a professional, positive, and respectful manner with patients, providers, arenaflex staff, and external organizations.
* arenaflex has determined this is a safety-sensitive position. The ability to work in a constant state of alertness and in a safe manner is an essential function of this job.
**Requirements**
* High School Diploma or GED
* 2-5 years of experience in customer service or a related field
* No supervisor experience required
* Ability to work in a fast-paced environment with a high volume of calls
* Excellent communication and problem-solving skills
* Ability to maintain patient confidentiality and handle sensitive information
* Proficiency in electronic health records and ability to learn new systems quickly
* Strong critical thinking and analytical skills
* Ability to work independently and as part of a team
* Strong customer service skills and ability to provide excellent service in a variety of situations
**Benefits and Perks**
At arenaflex, we're committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social, and financial well-being. Some of the benefits and perks we offer include:
* Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date
* Disability insurance paid for by arenaflex
* Pension Plan/403(b) Plan funded by arenaflex
* 401(k) plan with arenaflex match
* Tuition Assistance available on first day
* arenaflex Institute for Learning and Development
* Health Care and Dependent Care Flexible Spending Accounts
* Paid Time Off benefit combines vacation, sick days, holidays, and personal time
* Adoption assistance
**Work Environment and Culture**
As a Remote Part Time Customer Service Specialist, you'll have the opportunity to work from home and enjoy a flexible schedule. arenaflex is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. We believe in fostering a culture of collaboration, innovation, and continuous learning.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and possess the skills and qualifications we're looking for, we encourage you to apply for this exciting opportunity. Please visit our website at [insert website URL] to learn more about this role and apply online.
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