Experienced Bilingual English and Spanish Senior Customer Service Representative – National Remote Opportunity for Career Growth and Development in Healthcare

Welcome to arenaflex

Imagine being part of a team that makes a real difference in people's lives by providing exceptional customer service and support. At arenaflex, we believe that everyone deserves to have their health plan questions answered in a language they understand. As a global organization, we deliver care aided by technology to help millions of people live healthier lives. Our team is guided by a culture of diversity and inclusion, and we're committed to advancing health equity on a global scale. If you're fluent in English and Spanish and have a passion for helping others, we invite you to join our team as a Senior Customer Service Representative.

About the Role

As a Senior Customer Service Representative, you will be the voice of arenaflex, providing compassionate and exceptional service to our customers. You will be responsible for answering a high volume of calls, responding to written inquiries, and resolving complex billing issues. You will also serve as a resource and subject matter expert for your team members, helping to identify and exceed customer expectations. This is a full-time, national remote opportunity that offers flexibility and the chance to work from anywhere in the U.S.

Primary 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 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 log 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

Requirements and Qualifications

To be successful in this role, you will need to have:

Required 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

Soft Skills and Competencies

To excel in this role, you will need to have:

• 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

What We Offer

At arenaflex, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). We also provide a flexible and supportive work environment that allows you to grow and develop your skills. You will have the opportunity to work with a talented team of professionals who are passionate about making a difference in people's lives.

Telecommuting Requirements

To work remotely, you will need to:

• Have a dedicated work area established that is separated from other living areas and provides information privacy
• Live in a location that can receive an arenaflex-approved high-speed internet connection or leverage an existing high-speed internet service
• Ability to keep all company-sensitive documents secure (if applicable)

Compensation and Benefits

The hourly range for this role is $16.54 to $32.55 per hour. Pay is based on several factors, including local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable. In addition to your salary, we offer a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

Conclusion

If you're passionate about delivering exceptional customer service and making a difference in people's lives, we invite you to join our team at arenaflex. As a Senior Customer Service Representative, you will have the opportunity to work with a talented team of professionals who are dedicated to advancing health equity on a global scale. Apply now to start your career with arenaflex and take the first step towards a rewarding and challenging role that will allow you to grow and develop your skills.

How to Apply

To apply for this role, please click on the "Apply Job" link and follow the instructions to submit your application. We look forward to hearing from you!