At arenaflex, we're dedicated to revolutionizing the home and community-based care industry with innovative technology solutions. As a pioneering force in this sector, we've implemented our software solution with thousands of homecare and I/DD agencies nationwide, national MCOs, and numerous state Medicaid agencies to ensure compliance with the federal mandate to implement Electronic Visit Verification (EVV). We're now seeking an experienced Tier II Customer Support Representative, I/DD to join our team and provide advanced software support to our IDD clients.
**About arenaflex**
arenaflex is a leading provider of home and community-based care solutions, committed to addressing critical challenges in the sector by expertly connecting the homecare ecosystem. Our team is passionate about delivering innovative technology solutions that empower caregivers, improve patient outcomes, and enhance the overall quality of care. We're proud to be a part of the arenaflex family, where collaboration, innovation, and customer satisfaction are at the forefront of everything we do.
**Job Summary**
As a Tier II Customer Support Representative, I/DD, you'll be responsible for providing advanced software support to our IDD clients through the courteous, efficient, accurate processing of client issues and requests in a timely and professional manner. You'll assist our IDD clients with browser support, navigating through client and staff scheduling, plan of care documentation, staff compliance, visit verification, and electronic and manual billing, including remittance review. This is a remote position, available only to candidates who currently reside in the New York City, Washington DC, and Minneapolis Metro Areas.
**Essential Job Duties**
* Use expert questioning and listening skills to identify, research, and resolve customer issues and requests.
* Investigate, reproduce, and define issues based upon ticket information, customer input, and relevant documentation.
* Deliver effective and timely resolution to a range of customer inquiries.
* Document all customer inquiries by opening a ticket and recording subsequent communications.
* Provide timely follow-up to both internal and external customers for issues not immediately resolved.
* Apply the elements of building positive rapport and proper etiquette with different types of customer personalities.
* Maintain knowledge base with the changing catalog of services and products that arenaflex provides, as well as State and Federal regulatory requirements.
* Proactively manage ticket aging and trending.
* Display flexibility towards work schedule.
* Assist in creating and presenting training materials for Tier I and Tier II representatives.
* Provide feedback to representatives regarding ticket management and workflow processes.
* Manage workload, workflow, and productivity to maximize efficiency.
* Participate in arenaflex's client outreach program.
* Support team projects as they may occur to enhance the quality or efficiency of support.
**Other Job Duties**
* Other duties as assigned by supervisor or arenaflex leader.
**Travel Requirements**
* Travel up to 10%.
**Required Education, Experience, Certifications, and Skills**
* College degree preferred (Healthcare Administration/Public Health).
* 5+ years' electronic billing experience (Medicaid/Medicare highly preferred).
* 5+ years' customer service/call center experience in software support.
* 5+ years' IT/Healthcare related experience.
* Billing and/or Accounts Receivable experience.
* Medical Coding/Billing Subject Matter Expert.
* Ability to learn and understand complex workflows related to the healthcare industry.
* Ability to move quickly from project to project with attention to detail and accuracy.
* Ability to trend data, create, and deliver training.
* Proven ability to "divide and conquer" complex problems, then document and communicate solutions.
* Superior customer service skills.
* Strong interpersonal skills with the ability to work independently and in a team environment.
* Strong analytical and problem-solving abilities.
* Above-average written, verbal, and listening communication skills.
* Strong systems navigation skills.
* Skilled in Word, Excel, Adobe, PowerPoint, TFS, and other web-based tools.
* Experience with computer hardware setup, connectivity troubleshooting, and desktop support a plus.
**Compensation and Benefits**
The base salary range for this US-based, full-time, and exempt position is $50,000 - $55,000. An employee's exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the arenaflex core values. This is a benefits-eligible position, offering competitive health plans, paid time-off, company-paid holidays, 401K retirement program with a Company elected match, and other company-sponsored programs.
**Work Environment and Company Culture**
arenaflex is an equal-opportunity employer, committed to creating a diverse and inclusive work environment. We offer employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law. Our team is passionate about delivering innovative technology solutions that empower caregivers, improve patient outcomes, and enhance the overall quality of care.
**How to Apply**
If you're a motivated and experienced professional looking to join a dynamic team that's revolutionizing the home and community-based care industry, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our commitment to excellence.
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