Experienced Bilingual English and Spanish Senior Customer Service Representative – National Remote Opportunity

At arenaflex, we believe that everyone deserves to live their healthiest life, and we're committed to helping people achieve that goal. As a global organization, we deliver care and technology to help millions of people live healthier lives. Our team is dedicated to making a difference in the communities we serve, and we're looking for talented individuals like you to join us on this mission. Imagine being able to connect with patients and their families in their own language, providing them with the support and guidance they need to navigate the healthcare system. As a Senior Customer Service Representative, you'll have the opportunity to make a real difference in people's lives, and we're excited to offer this role to the right candidate.

About the Role

As a Senior Customer Service Representative, you'll be responsible for delivering exceptional customer service to patients and their families, answering a high volume of calls and resolving complex billing issues and customer complaints. You'll work closely with our team to ensure that our customers receive the best possible experience, and you'll have the opportunity to develop your skills and expertise in a fast-paced and dynamic environment.

Key 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 but not limited to: 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

* 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

Telecommuting Requirements

* Ability to keep all company-sensitive documents secure (if applicable)

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

* 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

* Competitive hourly rate: $16.54 to $32.55 per hour (pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc.)

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401(k) contribution
• Opportunity for career growth and development
• Flexible work schedule and telecommuting options
• Collaborative and dynamic work environment

Why Join arenaflex?

* arenaflex is a global organization that delivers care and technology to help millions of people live healthier lives

• We're committed to making a difference in the communities we serve
• Our team is dedicated to providing exceptional customer service and support to our patients and their families
• We offer a competitive compensation package and comprehensive benefits
• We're committed to diversity and inclusion, and we welcome applicants from all backgrounds

How to Apply

If you're a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this role. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. arenaflex is a drug-free workplace, and candidates are required to pass a drug test before beginning employment.

Application Deadline

This job posting will be open for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants. Apply for this job