Experienced Bilingual English and Spanish Senior Customer Service Representative - Remote in Mainland USA

At arenaflex, we're committed to delivering exceptional care and services to millions of people worldwide. Our team is dedicated to helping individuals live healthier lives by connecting them with the care, pharmacy benefits, data, and resources they need to thrive. As a Senior Customer Service Representative, you'll play a vital role in advancing health equity and making a meaningful impact on the communities we serve.

Join Our Team and Start Caring, Connecting, and Growing Together

As a Senior Customer Service Representative at arenaflex, you'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences. Our culture is guided by diversity and inclusion, and we're committed to creating a workplace where everyone feels valued, respected, and empowered to succeed.

About the Role

As a Senior Customer Service Representative, you'll be responsible for delivering an exceptional experience to between 50 to 70 callers per day, providing support to your team members, and serving as a resource or subject matter expert. You'll have the opportunity to identify and exceed customer expectations by building strong relationships internally and externally. Your work will directly improve health outcomes, and you'll know that you've made a difference in the lives of our customers.

Primary 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 logs 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
• Bilingual fluency in English and 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 and Friday, 9:00 AM – 5:30 PM EST
• Ability to work 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

* Reside within Mainland USA

• 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

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. 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. In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

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. Today, however, there are still far too many barriers to good health, which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

Diversity and Inclusion

Diversity creates a healthier atmosphere: 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.

Join Our Team Today

If you're passionate about delivering exceptional customer experiences and making a meaningful impact on the communities we serve, we encourage you to apply for this exciting opportunity. As a Senior Customer Service Representative at arenaflex, you'll have the chance to grow your career, develop new skills, and work with a talented team of professionals who share your passion for delivering exceptional care and services.

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