Experienced Full Stack Bilingual Customer Service Representative – Healthcare Industry
At arenaflex, we're dedicated to providing exceptional customer experiences that make a real difference in people's lives. As a Senior Customer Service Representative, you'll play a vital role in delivering compassionate and personalized support to our customers, helping them navigate complex healthcare-related issues with ease. If you're fluent in English and Spanish, have a passion for customer service, and are eager to grow your career in a fast-paced and dynamic environment, we want to hear from you!
About arenaflex
arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our mission is to make the health system work better for everyone, and we're committed to advancing health equity on a global scale. We believe that everyone deserves the opportunity to live their healthiest life, regardless of their background, income, or location. Our culture is guided by diversity and inclusion, and we're proud to be an Equal Employment Opportunity / Affirmative Action employer.
The Role
As a Senior Customer Service Representative, you'll be responsible for delivering exceptional customer experiences to between 50 to 70 callers per day. You'll provide support to your team members by serving as a resource or subject matter expert, and you'll have the opportunity to identify and exceed our customer expectations by building strong relationships internally and externally. This is a full-time role, Monday - Friday, with flexibility to work any shift schedules during our normal business hours of 11:30 am - 8:00 pm EST.
Primary Responsibilities
* Answer a high volume of calls from patients or their representative, 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
Required Qualifications
* High School Diploma / GED
- Must be 18 years of age or older
- 2 years of customer service experience or experience in a medical office, healthcare call-center, or office setting analyzing and solving customer problems
- Bi-Lingual English / Spanish - must be fluent in 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 8:30 AM - 5:00 PM EST from Monday - Friday
- Ability to work between the hours of 11:30 AM - 8:00 PM EST from Monday - Friday
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
- All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy
Compensation and Benefits
* Competitive salary
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution (all benefits are subject to eligibility requirements)
- No matter where or when you begin a career with arenaflex, you'll find a far-reaching choice of benefits and incentives.
Application Deadline
This job posting will be posted 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.
Join Our Team
At arenaflex, we're passionate about making a difference in people's lives. If you're ready to take on a new challenge and join a team that's dedicated to delivering exceptional customer experiences, apply now! Apply for this job