Experienced Virtual Customer Service Advisor – Patient Experience Champion

At arenaflex, we are committed to caring for patients with purpose and integrity. We care like family! Join our team as a Customer Service Advisor today and be part of an organization that values compassion, empathy, and exceptional patient care.

About arenaflex

arenaflex is a leading healthcare organization that provides comprehensive revenue cycle management services to hospitals and healthcare systems across the country. Our team of dedicated professionals is passionate about delivering exceptional patient experiences and making a positive impact on our communities. With over 17,000 colleagues and a commitment to excellence, we strive to be the best in the industry.

Job Summary and Qualifications

We are seeking an experienced Virtual Customer Service Advisor to join our team. As a Customer Service Advisor, you will be responsible for handling account inquiries via inbound and outbound calls from patients, guarantors, or other third parties to review account information, take appropriate actions in various systems to resolve inquiries, and secure payment on outstanding account balances. This role requires the ability to learn and work in multiple account systems/applications.

Key Responsibilities:

* Communicate with customers 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

Essential 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)
• Schedule: Monday - Friday - 8 hour shifts, no weekends. Hours of operation 7am-8pm CST.
• Location: This is a work-from-home position; however, you must live within an arenaflex market area.

Preferred Qualifications:

* Experience working in a healthcare revenue cycle management environment

• Knowledge of healthcare billing and insurance processes
• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and meet productivity standards
• Proficiency in Microsoft Office and other software applications

Benefits and Perks:

At arenaflex, we offer a comprehensive total rewards package that supports the health, life, career, and retirement of our colleagues. Our benefits and perks 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:

At arenaflex, we believe in investing in our colleagues' growth and development. We offer a range of training programs, mentorship opportunities, and career advancement possibilities to help you achieve your career goals. Our colleagues have access to:

• Ongoing training and development programs to enhance their skills and knowledge
• Mentorship opportunities with experienced colleagues
• Career advancement opportunities within the organization
• Access to industry-leading conferences and events
• Opportunities to participate in special projects and initiatives

Work Environment and Company Culture:

At arenaflex, we pride ourselves on creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our colleagues enjoy:

• A dynamic and supportive work environment
• Opportunities to work with a diverse team of professionals
• Flexible work arrangements, including remote work options
• Access to state-of-the-art technology and equipment
• A commitment to work-life balance and employee well-being

Compensation and Perks:

We offer competitive compensation and benefits packages to our colleagues, including:

• Competitive hourly rate
• Overtime pay
• Bonuses and incentives for meeting performance targets
• 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

How to Apply:

If you are a motivated and customer-focused individual who is passionate about delivering exceptional patient experiences, we encourage you to apply for our Customer Service Advisor opening. Please submit your application, including your resume and cover letter, through our website. We promptly review all applications and highly qualified candidates will be contacted for interviews.

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and values 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 Now:

Apply Job! Apply for this job