Experienced Bilingual Senior Customer Service Representative – National Remote Opportunity

At arenaflex, we're dedicated to empowering individuals to live healthier lives and making the health system work better for everyone. As a global organization, we're committed to delivering care, aided by technology, to help millions of people around the world. We're seeking an experienced Bilingual Senior Customer Service Representative to join our team, and we're excited to offer a unique opportunity for career growth and development in a fast-paced, dynamic environment.

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 help people live healthier lives and make the health system work better for everyone. We believe that everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Our commitment to diversity, equity, and inclusion is reflected in our mission, and we're dedicated to creating a healthier atmosphere for our employees, customers, and communities.

The Role

As a Senior Customer Service Representative, you'll play a critical role in delivering exceptional customer experiences to our patients and their representatives. You'll be responsible for answering a high volume of calls, processing adjustments, refunds, and transfers, and resolving complex billing issues and customer complaints. You'll also have the opportunity to serve as a resource or subject matter expert for your team members, identifying and exceeding customer expectations by building strong relationships internally and externally.

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
• Bilingual fluency in English/Spanish
• 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
• 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 six weeks between Monday-Friday, 9:00 AM-5:30 PM EST
• Ability to work any of our 8-hour shift schedules during our normal business hours of 11:30 AM-8:00 PM EST, 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
• If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building

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

We offer a comprehensive benefits package, including a competitive salary, incentive and recognition programs, equity stock purchase, and 401(k) contribution. Our hourly range for this role is $16.54 to $32.55 per hour, and pay is based on several factors, including but not limited to local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable.

Application Deadline

This job posting will be live 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.

Why Join arenaflex?

* Opportunity to work in a fast-paced, dynamic environment with a global organization

• Chance to make a meaningful impact on the health and well-being of millions of people around the world
• Comprehensive benefits package, including a competitive salary, incentive and recognition programs, equity stock purchase, and 401(k) contribution
• Opportunity for career growth and development in a supportive and inclusive environment
• Flexible work arrangements, including telecommuting options

How to Apply

If you're a motivated and compassionate individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. 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.

Drug-Free Workplace

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Apply for this job