Experienced Bilingual Senior Customer Service Representative – National Remote Opportunity at arenaflex

Imagine being part of a team that makes a real difference in people's lives by providing exceptional customer service and support. At arenaflex, we're committed to helping our customers navigate the complexities of healthcare, and we're looking for talented individuals like you to join our team as a Bilingual Senior Customer Service Representative.

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 everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. Our commitment to diversity and inclusion creates a healthier atmosphere, and we're proud to be an Equal Employment Opportunity / Affirmative Action employer.

The Role

As a Senior Customer Service Representative, you'll be the face of arenaflex, providing exceptional service to our customers and helping them navigate the complexities of healthcare. You'll be responsible for answering a high volume of calls from patients or their representatives, processing adjustments, refunds, and transfers, and resolving complex billing issues and customer complaints. You'll also have the opportunity to work with our team to identify and exceed customer expectations, build strong relationships, and provide support to your colleagues.

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, transfers, 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

Essential Qualifications

* 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

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Senior Customer Service Representative, you'll have the opportunity to work with a talented team, develop your skills and knowledge, and take on new challenges. We offer comprehensive training and development programs, including:

• 6 weeks of paid on-the-job training
• Opportunities for career advancement and professional growth
• Access to industry-leading training and development programs
• A comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and more

Work Environment and Company Culture

At arenaflex, we're proud of our inclusive and supportive work environment. We believe that everyone deserves the opportunity to live their healthiest life, and we're committed to creating a workplace that reflects this value. Our company culture is built on:

• Diversity and inclusion
• Compassion and empathy
• Collaboration and teamwork
• Continuous learning and development
• Recognition and reward for outstanding performance

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• Hourly range: $16.54 to $32.55 per hour (pay is based on several factors, including local labor markets, education, work experience, certifications, etc.)
• Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and more
• Incentive and recognition programs
• Equity stock purchase
• 401(k) contribution

How to Apply

If you're passionate about delivering exceptional customer service and making a difference in people's lives, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!

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.

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. Candidates are required to pass a drug test before beginning employment. Apply for this job