Experienced Customer Service Representative 1 – Medical Bad Debt Collections

Join arenaflex, a leading provider of revenue cycle improvement services, and be part of a dynamic team that enables healthcare organizations to navigate the biggest challenges in healthcare.

About arenaflex

At arenaflex, we empower our clients to deliver quality clinical care with positive patient experiences and optimal financial results. We partner with healthcare organizations to problem-solve and deliver revenue cycle improvement services that enable their success, support their patients, and nurture their communities. Our values of Commitment, Authenticity, Respect, and Excellence (CARE) guide everything we do, and we're committed to fostering a culture of collaboration, innovation, and growth.

Job Summary

We're seeking an experienced Customer Service Representative 1 to join our team and resolve patient healthcare accounts by negotiating payment with patients/guarantors while meeting or exceeding performance and quality objectives. As a Customer Service Representative 1, you'll not only act as an advocate for the customer but also serve as a liaison between colleagues, clients, and State/Government agencies in a collaborative effort to facilitate coverage for current and future medical expenses. This role requires strong communication, problem-solving, and customer service skills, as well as the ability to work in a fast-paced environment and meet performance objectives.

Key Responsibilities

* Contact Center | Patient-Facing: + Negotiate payment with patients/guarantors by reviewing prior account payment history and responding to customer questions utilizing knowledge and expertise on insurance and healthcare. + Answer incoming patient or client call/email requests and handle in a prompt, courteous, and professional manner. + Meet or exceed performance objectives including account resolution, collections, and quality assurance goals. + Perform routine tasks or repetitious tasks with care and attention while maintaining accurate documentation of patient/guarantor encounters. + Identify trends and determine root cause for balance discrepancies and perform actionable steps to resolve inconsistencies.

• Develop and maintain knowledge of patient access services and the overall effect on the revenue cycle.
• Analyze and interpret accounting documents and/or correspondence, requiring great attention to detail.
• Perform file maintenance for corrections and additions to patient records such as updating account balances, addresses, authorizations, correspondence information, statements, payment plans, and account status.
• Interact with both client and internal departments to ensure proper account handling.
• Interface with team members, management, and customers in reference to patient issues. Review and recommend modification to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
• Process patient inquiries in a manner that ensures service level agreements (SLAs) are met or exceeded.
• Support arenaflex's Compliance Program by adhering to policies and procedures pertaining to HIPAA, FDCPA, FCRA, and other laws applicable to arenaflex's business practices.
• Other duties as assigned or requested by Supervisory or Managerial personnel such as acting as back up in another department.

Preferred Skills

* Bilingual in English and Spanish.

• Experience with performance metrics and goals.
• Experience with dual monitoring systems.
• Experience with utilizing a dialer system.
• Experience in a performance-based commission structure.
• Experience working in a role with a high volume of both inbound and outbound calls.
• Strong problem-solving skills to bring inquiries to effective resolution.
• Strong customer service skills with an emphasis on written and oral communication to respond to inquiries professionally.
• Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries.
• Advanced computer proficiency (including knowledge of windows-based applications).
• Excellent written and verbal communications and typing skills (30 WPM) required.

Requirements

* High school diploma or GED.

• At least 3 years of experience in a call center environment or similar role within the healthcare revenue cycle touching patient accounts.
• At least 3 years of experience working in a role with a high volume of either inbound or outbound calls.
• At least 3 years of healthcare experience working within a patient financial services office or insurance collections for all payers.
• Expert knowledge of patient access services and the overall effect on the revenue cycle.
• Payer networks, government resources, and medical terminology.
• Demonstrate ability to manage escalated calls.
• A subject matter expert with demonstrated capability to support/train/mentor other team members.
• Demonstrate experience communicating effectively with a customer and simplifying complex information. Understand medical collection terminology.
• Demonstrate ability of critical thinking skills and adhering to compliance protocols.
• Experience in a role that requires accessing multiple databases simultaneously or managing multiple open screens to gather information to discuss with a customer.
• Experience with customer interactions that require live, accurate documentation of the encounter while also communicating with members in a warm, helpful, and professional manner while simultaneously building credibility and rapport.
• Demonstrate ability to meet performance objectives.
• Demonstrate success working both individually and in a team environment.
• Be patient and compassionate while working as a team player and using all available resources to provide the best outcome to the patient.
• Ability to communicate with patients in a warm, helpful, and professional manner while simultaneously building credibility and rapport.
• Must be available to work a scheduled shift between the hours of 9:30AM ET and 9PM ET.
• Must participate in ongoing training and self-development.
• Must complete and pass mandatory educational requirements.

Compensation and Benefits

arenaflex offers a competitive salary range of $16 to $18 per hour, with specific compensation for the role varying within the above range based on many factors including but not limited to geographic location, candidate experience, applicable certifications, and skills. Additionally, arenaflex offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

Why Join arenaflex?

* Opportunity to work with a leading provider of revenue cycle improvement services

• Collaborative and dynamic work environment
• Comprehensive training and development programs
• Competitive salary and benefits package
• Opportunity to make a difference in the lives of patients and healthcare organizations

How to Apply

If you're a motivated and customer-focused individual with a passion for healthcare and revenue cycle improvement, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! Apply for this job