Experienced Customer Service Representative – Patient Support and Insurance Coordination
Join arenaflex, a leading provider of innovative healthcare solutions, as we seek an experienced Customer Service Representative to join our dynamic team. As a key member of our patient support and insurance coordination team, you will play a vital role in ensuring seamless communication and exceptional service to our patients and healthcare providers.
About arenaflex
arenaflex is a forward-thinking organization dedicated to revolutionizing the healthcare industry through cutting-edge technology and innovative solutions. With a strong commitment to excellence and customer satisfaction, we strive to make a positive impact on the lives of our patients and healthcare providers. Our team of passionate professionals is driven by a shared vision of delivering exceptional service and support to those who need it most.
Job Summary
We are seeking an experienced Customer Service Representative to join our patient support and insurance coordination team. As a Customer Service Representative, you will be responsible for providing exceptional service to our patients and healthcare providers, ensuring seamless communication and coordination of patient care. You will work closely with our team to resolve customer complaints, process orders, and verify insurance coverage. If you are a customer-focused individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity.
Key Responsibilities
* Develop and maintain working knowledge of current products and services offered by arenaflex
- Answer all calls and emails in a timely manner, in adherence to our service standards
- Document all call information according to standard operating procedures
- Answer questions about products and services, retail stores, general service line information, and other information as necessary based on customer call needs
- Process orders, route calls to appropriate resources, and follow up on customer calls where necessary
- Review all required documentation to ensure accuracy
- Accurately process, verify, and/or submit documentation and orders
- Complete insurance verification to determine patient's eligibility, coverage, co-insurances, and deductibles
- Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required
- Must be able to navigate through multiple online EMR systems to obtain applicable documentation
- Enter and review all pertinent information in EMR system, including authorizations and expiration dates
- Communicate with Customer Service and Management on an ongoing basis regarding any noticed trends with insurance companies
- Verify insurance carriers are listed in our database system, if not, request the new carrier is entered
- Responsible for contacting patients when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process
- Meet quality assurance requirements and other key performance metrics
- Facilitate resolution on customer complaints and problem-solving
- Pays attention to detail and has great organizational skills
- Actively listens to patients and handles stressful situations with compassion and empathy
- Flexible with the actual work and the hours of operation
- Utilize company-provided tools to maintain quality, including but not limited to Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the Medicare Provider Enrollment, Chain, and Ownership System), and "How-To" documents
Essential Qualifications
* High school diploma or equivalent required; associate's or bachelor's degree in a related field preferred
- 2+ years of experience in customer service, preferably in a healthcare setting
- Excellent communication and problem-solving skills
- Ability to work in a fast-paced environment and prioritize multiple tasks
- Strong attention to detail and organizational skills
- Ability to navigate multiple online EMR systems
- Experience with insurance verification and pre-authorization processes
- Ability to work independently and as part of a team
- Strong customer service skills and a patient-centric approach
Preferred Qualifications
* Experience working with electronic medical records (EMRs)
- Knowledge of insurance carriers and their guidelines
- Experience with customer relationship management (CRM) software
- Certification in customer service or a related field
- Bilingual or multilingual skills
Skills and Competencies
* Excellent communication and interpersonal skills
- Strong problem-solving and analytical skills
- Ability to work in a fast-paced environment and prioritize multiple tasks
- Strong attention to detail and organizational skills
- Ability to navigate multiple online EMR systems
- Experience with insurance verification and pre-authorization processes
- Ability to work independently and as part of a team
- Strong customer service skills and a patient-centric approach
- Ability to learn and adapt to new systems and processes
Career Growth Opportunities and Learning Benefits
* arenaflex is committed to the growth and development of our employees. We offer a range of training and development opportunities to help you advance your career and achieve your goals.
- Our team is passionate about delivering exceptional service and support to our patients and healthcare providers. We strive to create a positive and inclusive work environment that fosters collaboration, innovation, and growth.
- arenaflex is an equal opportunity employer and welcomes applications from diverse candidates.
Work Environment and Company Culture
* arenaflex is a dynamic and fast-paced organization that values innovation, collaboration, and customer satisfaction.
- Our team is passionate about delivering exceptional service and support to our patients and healthcare providers.
- We strive to create a positive and inclusive work environment that fosters collaboration, innovation, and growth.
- arenaflex is committed to the well-being and safety of our employees. We offer a range of benefits and programs to support your physical and mental health.
Compensation, Perks, and Benefits
* Competitive salary range: $17.00 - $18.00 per hour
- Comprehensive benefits package, including:
+ Medical, dental, and vision insurance + Critical Illness, Accident, and Hospital insurance + 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available + Life Insurance (Voluntary Life & AD&D for the employee and dependents) + Short and long-term disability + Health Spending Account (HSA) + Transportation benefits + Employee Assistance Program + Time Off/Leave (PTO, Vacation or Sick Leave)
How to Apply
If you are a customer-focused individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!
Application Deadline
This position will be accepting applications until January 28, 2025. Apply for this job