Experienced Customer Service Representative - Central Billing Office

Join arenaflex, a leading healthcare organization, as a Customer Service Representative in our Central Billing Office. As a key member of our team, you will be responsible for providing exceptional customer service to patients, answering their questions, and resolving their concerns related to billing, benefits, and insurance. If you have a passion for delivering outstanding customer experiences, are highly organized, and possess excellent communication skills, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a renowned healthcare organization dedicated to providing high-quality patient care and exceptional service. Our commitment to excellence extends beyond our patients, as we strive to create a positive and supportive work environment for our employees. With a comprehensive benefits and wellness package, we offer a robust support system for any stage of life. Our employees have access to financial security benefits, a generous time-off program, and employee resources groups for peer support. Additionally, all employees have access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care.

Job Responsibilities

As a Customer Service Representative in our Central Billing Office, you will be responsible for:

• Acting as a primary contact for patients who have questions about their balances, benefits, and insurance
• Answering phone calls and/or electronic messages and following up on issues
• Submitting bills, calling insurance, correcting information, making outbound calls to patients, and entering detailed information in the billing system as assigned by management
• Following established protocols/scripts and handling issues in prescribed timelines
• Using independent judgment to resolve patient inquiries and maintain high levels of patient satisfaction
• Establishing and maintaining effective relationships with patients and their families via active listening, empathy, rapport, courtesy, and professionalism
• Performing other related duties as assigned
• Providing input on system edits, processes, policies, and billing procedures to ensure high levels of patient satisfaction and reduced call volume
• Identifying payer and provider credentialing issues and addressing them with management
• Following workflows provided in training classes and requesting additional training, management assistance, and medical coding expertise as needed
• Utilizing CBO Pathway and Resources guide to determine the actions needed to resolve patient balances and/or questions
• Entering account notes using standard formatting in Epic CRM and/or other systems
• Reviewing unpaid balances and unresolved patient inquiries and making outbound calls to patients following established protocols
• Ensuring that items in assigned work queue(s) are resolved within required timeframes using payer website, billing systems, and CBO pathways
• Adhering to general practices, operational policies and procedures, FGP guidelines on compliance issues and patient confidentiality, and regulatory requirements
• Communicating with providers, patients, coders, collection agencies, or other responsible persons to ensure that claims are correctly processed by third-party payers
• Working closely with provider offices on patient issues
• Maintaining continuous open communication with management via chat, email, phone calls, and in person
• Attending assigned work groups, meetings, and required training classes
• Reading and applying policies and procedures to make appropriate decisions
• Cross-covering other areas in the office as assigned by management, including Accounts Receivable/Denials or Authorizations

Minimum Qualifications

To qualify for this role, you must have:

• A High School Diploma or GED
• Experience in customer service, medical billing, accounts receivable, insurance, or related duties
• English usage, grammar, and spelling skills
• Basic math skills
• 2 years of experience in a similar role
• Light, accurate keyboarding skills (candidates must receive a score of at least 35 words per minute (wpm) on the typing assessment prior to onboarding)
• Good customer service skills (candidates are required to pass a customer service scenario assessment prior to onboarding)

Preferred Qualifications

While not required, the following qualifications are preferred:

• Epic systems experience
• Microsoft Office experience
• Strong PC skills
• Recent experience in a major inbound call center
• Foreign language skills
• Some knowledge of CPT and ICD10
• Some knowledge of Healthcare/Professional Billing Revenue Cycle

Required Skills

* Excellent communication and interpersonal skills

• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong problem-solving and analytical skills
• Ability to maintain confidentiality and handle sensitive information
• Proficiency in Microsoft Office and/or other relevant software applications
• Ability to work independently and as part of a team

Work Environment and Culture

As a Customer Service Representative in our Central Billing Office, you will be working in a dynamic and supportive environment. Our team is committed to delivering exceptional patient care and service, and we strive to create a positive and inclusive work environment. You will have the opportunity to work with a diverse group of professionals, collaborate on projects, and participate in ongoing training and development programs.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive benefits and wellness package, including:

• Competitive salary and benefits package
• Generous time-off program
• Employee resources groups for peer support
• Holistic employee wellness program focusing on seven key areas of well-being
• Financial security benefits
• Access to ongoing training and development programs

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application online, and we will review your qualifications and experience. We look forward to welcoming you to our team!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online. Apply for this job