Part Time - Remote Customer Service Specialist at arenaflex
Transforming Patient Care through Exceptional Customer Service
Join arenaflex, a leading healthcare organization in the Midwest region, as a Part Time Remote Customer Service Specialist. As a key member of our team, you will play a vital role in delivering exceptional patient care and experiences through our Access Center. If you have a passion for customer service, a strong work ethic, and a commitment to excellence, we encourage you to apply for this exciting opportunity.
About arenaflex
arenaflex is the multi-specialty physician-led organization of arenaflex HealthCare, comprising over 600 doctors and advanced practice providers affiliated with top-ranked hospitals in the Midwest region. Since 1994, we have provided access to extraordinary care in over 145 locations and 25 specialties in the greater St. Louis, mid-Missouri, and southern Illinois areas. Our providers are nationally recognized for excellent patient satisfaction, quality healthcare, and improving the health and well-being of the communities we serve.
Job Summary
As a Part Time Remote Customer Service Specialist, you will be responsible for answering a high volume of inbound calls for assigned arenaflex practices. This role serves as the initial point of contact and a liaison between patients, healthcare facilities, physicians, clinical staff, and practices to facilitate patient healthcare needs. You will utilize an electronic health record to validate and capture clinical and financial information, contributing to the coordination of patient care.
Responsibilities
* Navigate the electronic health record to obtain and validate historical information; capture and document demographic and financial information in the electronic health record; maintain accountability for accurate data entry in the electronic health record and maintain patient privacy and security as outlined by HIPAA.
- Manage a high volume of incoming calls from patients, healthcare providers, and facilities who are calling for a variety of reasons, to include scheduling appointments, refilling medications, obtaining insurance referrals, receiving symptom-based care, obtaining pre-certification for testing, insurance and/or billing questions, requests for medical forms and/or test results, etc.; ensure resolution to the call.
- Leverage critical thinking with speed and accuracy to identify reason for the call and take appropriate action based on caller need and acuity; research complex issues in the electronic health record and consult/escalate to clinical staff when necessary; leverage multiple job aids and resources to provide appropriate level of service.
- Schedule patient visits based on complex provider preferences; verify and update insurance and checks insurance eligibility; collect and document demographics; maintain proficiency in and shares knowledge of insurance basics, MyChart, and appointment instructions; document and sends messages to providers and clinical staff in the electronic health record for clinical-based needs; communicates directly with providers (physicians) to relay pertinent clinical information during after hours.
- Manage calls within established performance and customer service standards; achieves targeted abandoned call rate, average speed of answer, and average transaction time; provides excellent and consistent customer service in a variety of situations; communicates in a professional, positive, and respectful manner with patients, providers, arenaflex staff, and external organizations.
- arenaflex has determined this is a safety-sensitive position. The ability to work in a constant state of alertness and in a safe manner is an essential function of this job.
Requirements
* High School Diploma or GED
- 2-5 years of experience in customer service or a related field
- No supervisor experience required
- Ability to work in a fast-paced environment with multiple priorities
- Strong communication and interpersonal skills
- Ability to maintain confidentiality and handle sensitive information
- Proficiency in electronic health records and other software applications
- Ability to work independently and as part of a team
Benefits and Perks
As a valued member of the arenaflex team, you will enjoy a comprehensive benefits package, including:
- Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date
- Disability insurance paid for by arenaflex
- Pension Plan*/403(b) Plan funded by arenaflex
- 401(k) plan with arenaflex match
- Tuition Assistance available on first day
- arenaflex Institute for Learning and Development
- Health Care and Dependent Care Flexible Spending Accounts
- Paid Time Off benefit combines vacation, sick days, holidays, and personal time
- Adoption assistance
Work Environment and Culture
arenaflex is committed to creating a work environment that is inclusive, supportive, and empowering. We believe in fostering a culture of excellence, innovation, and teamwork, where every employee has the opportunity to grow and thrive. As a remote customer service specialist, you will have the flexibility to work from home and enjoy a comfortable and quiet workspace.
How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional patient care, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience.
Equal Opportunity Employer
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.
Note
The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties, and qualifications required of employees assigned to this job. Apply for this job