Remote Customer Service Representative – Behavioral Health RCM Billing & Patient Account Support

About arenaflex

arenaflex is a forward-thinking, best-in-class tele-mental health service company that uses innovative digital technology to deliver high-quality, culturally responsive, and evidence-based behavioral healthcare to patients across the country. At arenaflex, we believe that great care happens when we work together. That is why we practice a model of complete care — combining therapy, psychiatry, and medication management with whole-person wellness promotion to ensure every patient feels supported not only during their visits, but also in between them.

Our patients are at the heart of everything we do, and our success depends on the dedicated professionals who make every interaction meaningful. From the moment a patient reaches out for help to the moment their claim is successfully processed, our team works together to provide treatment that is comprehensive, coordinated, and tailored to individual needs. We back this commitment with personalized digital tools, a robust support infrastructure, and an easy, direct way for patients to connect with their care team whenever they need it.

Now, we are expanding our Revenue Cycle Management (RCM) team and looking for a compassionate, detail-oriented, and customer-focused professional to join us as a Remote Customer Service Representative specializing in RCM Billing. This is a 100% remote opportunity that allows you to make a real difference in people's lives while building a long-term career in one of the fastest-growing sectors of healthcare.

Position Summary

The Remote Customer Service Representative – RCM Billing at arenaflex is responsible for delivering exceptional customer service and operational support to patients, families, referral sources, and internal stakeholders across our behavioral health platform. This role is the first point of contact for many of the people we serve, and as such, it plays a critical role in shaping the patient experience and protecting the financial integrity of the organization.

Reporting directly to the RCM Customer Service Team Lead, the representative will handle a high volume of incoming calls and email inquiries, provide accurate information about services and billing procedures, process payments, maintain precise records, and resolve concerns with empathy, professionalism, and efficiency. The ideal candidate is a strong communicator, a patient problem-solver, and someone who takes pride in turning potentially stressful billing conversations into positive, trust-building experiences.

Key Responsibilities

• Serve as the first point of contact for all patient and customer inquiries related to billing, insurance, payments, appointments, and general account questions, responding within a 48-hour turnaround time.
• Handle a steady volume of inbound calls and emails with professionalism, patience, and a solutions-first mindset.
• Assist customers with a wide range of requests, including obtaining account information, filing complaints, scheduling appointments, navigating the patient portal, and resolving billing disputes or service concerns.
• Collect copays, deductibles, coinsurance, and outstanding balance payments in a courteous and compliant manner, following all established protocols for payment processing and documentation.
• Maintain and update customer, patient, and referral information in the CRM and electronic health record (EHR) systems with a high degree of accuracy and confidentiality.
• Ensure all patient intake, consent, and billing forms contain complete, accurate, and compliant information; proactively follow up to collect missing details.
• Verify insurance eligibility and benefits, explain coverage details to patients in clear, plain language, and escalate complex billing issues to the appropriate RCM team members when necessary.
• Document every customer interaction thoroughly in the ticketing or case management system, ensuring a clear audit trail for quality, compliance, and training purposes.
• Collaborate cross-functionally with billing specialists, clinical staff, and the patient access team to deliver a seamless end-to-end experience for every patient.
• Identify recurring issues, patient concerns, or process gaps and provide constructive feedback to leadership to help drive continuous improvement.
• Stay up to date on changes in insurance carrier policies, billing regulations, HIPAA requirements, and internal procedures that affect patient interactions.

Essential Qualifications

• High school diploma or equivalent required.
• Prior customer service experience, preferably in a healthcare, medical billing, insurance, or call center environment.
• Strong written and verbal communication skills, with the ability to explain complex billing and insurance concepts in a clear, friendly, and easily understood manner.
• Calm, diplomatic, and professional communication style, especially when dealing with frustrated or anxious patients, coworkers, and visitors.
• Keen attention to detail, particularly when reviewing forms, insurance cards, demographic data, and financial documents for completeness and accuracy.
• Working knowledge of Microsoft Office Suite (Word, Excel, Outlook, Teams) or similar productivity software.
• Solid understanding of customer service best practices, including de-escalation techniques and active listening.
• Familiarity with medical insurance procedures, including commercial insurance, Medicaid, Medicare, copays, deductibles, and prior authorizations.
• Active listening and strong comprehension skills, with the ability to capture the full context of a customer's concern before responding.

Preferred Qualifications

• Associate degree or higher in healthcare administration, business, communications, or a related field.
• Excellent communication skills, both written and verbal, with a customer-first approach to every interaction.
• Strong customer service skills demonstrated through prior experience in patient-facing or financial-facing roles.
• Proven ability to build and maintain positive, trust-based relationships with customers, patients, and team members.
• Experience working with EHR systems, practice management software, or RCM platforms.
• Familiarity with HIPAA regulations and protected health information (PHI) handling standards.
• Bilingual or multilingual candidates are highly encouraged to apply, as we serve a diverse patient population.
• Comfort working in a fast-paced, metrics-driven, fully remote environment.

Skills and Competencies for Success

• Empathy and Compassion: The ability to recognize that billing conversations can be sensitive, especially in a behavioral health setting, and to respond with genuine care and understanding.
• Problem-Solving: A proactive approach to identifying root causes, proposing solutions, and following through until the customer's issue is fully resolved.
• Adaptability: Comfort with changing priorities, evolving technology platforms, and a rapidly growing organization.
• Time Management: Ability to manage multiple open tickets, calls, and emails simultaneously while maintaining accuracy and meeting service-level expectations.
• Technical Fluency: Quick learner with the ability to navigate multiple systems, learn new software, and become proficient in internal tools.
• Teamwork and Collaboration: A strong commitment to supporting teammates, sharing knowledge, and contributing to a positive, inclusive remote work culture.
• Integrity and Confidentiality: Unwavering commitment to patient privacy, data security, and ethical billing practices.

Career Growth and Learning Opportunities

At arenaflex, we believe our people are our greatest investment. When you join our RCM team, you are not just taking a job — you are stepping onto a career path with room to grow. We provide ongoing training in behavioral health workflows, medical billing, insurance verification, customer experience, and compliance. High-performing representatives have clear pathways to advance into senior RCM roles, team lead positions, billing specialist opportunities, and operational leadership. As we continue to scale nationally, new roles, departments, and locations are opening regularly, giving you the chance to shape your future with a company that actively promotes from within.

Work Environment and Company Culture

arenaflex is proud to be a fully remote-friendly organization. As a 100% remote employee, you will have the flexibility to do your best work from the comfort of your home, while staying closely connected to your team through virtual meetings, chat platforms, and regular one-on-one check-ins with your manager. Our culture is built on collaboration, transparency, respect, and a shared mission to make behavioral health care more accessible to everyone who needs it. We celebrate diversity, equity, and inclusion in every aspect of our work, and we are committed to creating a workplace where every team member feels valued, heard, and empowered.

Compensation, Perks, and Benefits

While the specifics of compensation will be discussed during the interview process and based on experience and location, arenaflex offers a competitive compensation package along with a comprehensive benefits program designed to support your health, well-being, and financial future. Benefits for full-time team members typically include:

• Competitive base pay with performance-based incentives
• Comprehensive medical, dental, and vision insurance
• Generous paid time off, including vacation, sick days, and holidays
• 401(k) retirement savings plan with company match
• Paid training and ongoing professional development
• Remote work setup support, including equipment and connectivity stipends
• Wellness programs and mental health resources for employees
• Employee assistance programs and access to confidential support services
• Career advancement opportunities in a growing organization

How to Apply

If you are a motivated customer service professional who thrives in a mission-driven environment, takes pride in accuracy and empathy, and wants to build a meaningful career in behavioral healthcare, we want to hear from you. Join arenaflex and become part of a team that is transforming the way mental health care is delivered, one patient interaction at a time. Apply today and help us make high-quality, culturally responsive care accessible to every patient who needs it.