Experienced Virtual Customer Service Advisor – Patient Experience Specialist

At arenaflex, we are committed to caring for patients with purpose and integrity. We care like family! Jump-start your career as a Customer Service Advisor today and be part of a team that makes a difference in the lives of our patients and their families.

About arenaflex

arenaflex is a leading healthcare organization that provides comprehensive care to our patients. We are dedicated to delivering exceptional patient experiences, and our Customer Service Advisors play a vital role in achieving this goal. As a Customer Service Advisor, you will be the face of arenaflex, providing top-notch service to our patients and their families through inbound and outbound calls, digital media, and other communication channels.

Job Summary and Responsibilities

The Customer Service Advisor is responsible for handling account inquiries, resolving patient complaints, and securing payment on outstanding account balances. This role requires excellent communication skills, attention to detail, and the ability to work in multiple account systems/applications. As a Customer Service Advisor, you will:

• Communicate with patients and their families by phone or via digital media to obtain information needed to resolve inquiries in accordance with department policies and procedures
• Review patient account information in multiple systems, perform research as necessary, and take appropriate action to resolve patient inquiries and account balances
• Document patient inquiry and actions taken into the appropriate systems
• Update or add insurance information and/or patient demographic information and request rebill
• Work with patients and guarantors to secure payment on outstanding account balances using secured payment methods
• Escalate patient complaints to the appropriate individual/department based on the nature of the issue
• Create a positive patient experience through actively listening, understanding, ensuring timely resolution or escalation, communicating in a friendly manner, and handling patients with a consummately professional attitude
• Follow all arenaflex Customer Service Organization (CSO) guidelines and policies
• Meet and maintain established departmental performance metrics for production and quality
• Adhere to all compliance guidelines
• Maintain working knowledge of workflow, systems, and tools used in the department

Qualifications

* Minimum one-year customer service experience required in a customer service, healthcare office, hospitality, retail sales, or client manager role

• Previous call center experience preferably in a healthcare environment preferred
• Virtual employees are required to have high-speed internet with 25 MB download and 6 Upload Speed. (WiFi is not permitted)
• Must live within an arenaflex market area

Schedule and Location

* Monday - Friday - 8 hour shifts, no weekends. Hours of operation 7am-8pm CST.

• This is a work-from-home position, and you must live within an arenaflex market area.

Benefits

arenaflex offers a total rewards package that supports the health, life, career, and retirement of our colleagues. The available plans and programs include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance, and more.
• Free counseling services and resources for emotional, physical, and financial wellbeing
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off arenaflex stock
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for child, elder, and pet care, home and auto repair, event planning, and more
• Consumer discounts through Abenity and Consumer Discounts
• Retirement readiness, rollover assistance services, and preferred banking partnerships
• Education assistance (tuition, student loan, certification support, dependent scholarships)
• Colleague recognition program
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage, and leaves of absence)
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our colleagues. As a Customer Service Advisor, you will have opportunities to:

• Develop your communication and problem-solving skills through training and coaching
• Work with a diverse team of professionals who share your passion for delivering exceptional patient experiences
• Participate in ongoing education and training programs to stay up-to-date on industry trends and best practices
• Take on additional responsibilities and contribute to the growth and success of our organization

Work Environment and Company Culture

arenaflex is a dynamic and supportive work environment that values diversity, equity, and inclusion. As a Customer Service Advisor, you will be part of a team that is dedicated to delivering exceptional patient experiences and making a difference in the lives of our patients and their families. Our company culture is built on the principles of:

• Respect: We treat each other with respect and dignity, regardless of our differences.
• Integrity: We act with integrity and honesty in all our interactions.
• Compassion: We care for our patients and their families with compassion and empathy.
• Excellence: We strive for excellence in everything we do.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package that includes:

• Competitive hourly rate
• Opportunities for bonuses and incentives
• Comprehensive benefits package, including medical, dental, and vision coverage
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off arenaflex stock
• Family support through fertility and family building benefits with Progyny and adoption assistance.

How to Apply

If you are passionate about delivering exceptional patient experiences and making a difference in the lives of our patients and their families, we encourage you to apply for our Customer Service Advisor opening. We promptly review all applications, and highly qualified candidates will be contacted for interviews. Unlock the possibilities and apply today! We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Apply Job! Apply for this job