Experienced Customer Service Representative 1 - Hybrid: Patient Financial Advocate at arenaflex

Join arenaflex, a leading healthcare organization in Reno, NV, as we seek an experienced Customer Service Representative 1 - Hybrid to represent the front door of our organization for patients seeking guidance on their patient financial journey. As a patient advocate, you will act as a liaison between arenaflex, patient payer sources, self-pay discounts, financial assistance programs, and patient financing options. Your primary goal will be to provide an excellent experience for our patients, resolving their requests, complaints, and concerns in a professional, expedient, and proficient manner.

About arenaflex

arenaflex is a renowned healthcare organization dedicated to providing exceptional patient care and services. With a strong commitment to excellence, we strive to make a genuine difference in the lives of our patients and their families. Our team of dedicated professionals is passionate about delivering high-quality care, and we are seeking like-minded individuals to join our ranks.

Job Summary

As a Customer Service Representative 1 - Hybrid, you will be responsible for collecting maximum, targeted dollars on assigned accounts, ensuring the highest recoverability of self-pay accounts. You will work in a fast-paced environment, utilizing multiple modes of communication, including telephone, chat, messaging, and email. Your excellent interpersonal skills will enable you to understand customer inquiries or complaints and manage through potential difficult conversations. You will also be responsible for maintaining high standards of courtesy, performance, diplomacy, and respect for our patients and their confidentiality.

Key Responsibilities

* Provide excellent service to patients, utilizing basic knowledge of all services supported by arenaflex

• Manage multiple priorities and consistently meet call and collection activity goals
• Follow established standard policies and procedures to complete pertinent tasks, meet customer needs, and work for one call resolution
• Answer and route high volumes of inbound/outbound interactions through multiple channels and computer software systems
• Communicate with customers to resolve inquiries using various platforms
• Effectively coordinate all patient self-pay balance inquiries, including telephone, mail, email, MyChart billing messages, statement vendor feedback, and questions from patients/guarantors articulated with a high level of professionalism
• Effectively negotiate payments/payment plans for patients as part of short-term and long-term payment plan options
• Work effectively with professionals across the health system, including clinical leadership and their respective team members, revenue cycle subject matter experts, insurance companies, and other third parties
• Identify accounts eligible to transfer to outside bad debt collection agencies, requiring extensive knowledge on all state regulations and guidelines pertaining to bad debt collection and allocation
• Organize and collect patient financial information with little to no errors
• Work in a call center environment with full knowledge that all calls are recorded for quality and safety purposes
• Handle inquiries related to compliance and regulatory auditing
• Work in an environment that at times can be stressful due to subject matters discussed with patients and financial obligations

Essential Qualifications

* High school diploma required; college degree or equivalent experience preferred

• Strong customer service skills, with 1 year of experience in a position involving customer service, hospital/medical billing, healthcare, or health insurance; 2 years or more of experience preferred
• Ability to speak Spanish desired
• Experience in a call center environment preferred
• Proficient with Microsoft Office Suite, including Outlook, PowerPoint, Excel, Teams, and Word
• Ability to use the computer to complete online learning requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc.
• Experience with electronic medical record systems a plus

Preferred Qualifications

* Bachelor's degree in a related field

• 2 years or more of experience in a patient financial services or customer service role
• Experience with patient financial software and systems
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment with multiple priorities and deadlines
• Excellent communication and interpersonal skills
• Ability to maintain confidentiality and handle sensitive patient information

Skills and Competencies

* Excellent customer service skills, with the ability to provide a high level of service to patients

• Strong communication and interpersonal skills, with the ability to understand customer inquiries or complaints and manage through potential difficult conversations
• Ability to work in a fast-paced environment with multiple priorities and deadlines
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues
• Ability to maintain confidentiality and handle sensitive patient information
• Strong technical skills, with proficiency in Microsoft Office Suite and experience with electronic medical record systems a plus

Career Growth Opportunities and Learning Benefits

As a Customer Service Representative 1 - Hybrid at arenaflex, you will have opportunities for career growth and professional development. We offer a comprehensive training program, which includes online learning requirements, on-the-job training, and regular feedback and coaching. You will also have access to ongoing education and training opportunities to enhance your skills and knowledge.

Work Environment and Company Culture

arenaflex is committed to creating a positive and supportive work environment that fosters collaboration, innovation, and excellence. Our team of dedicated professionals is passionate about delivering high-quality care, and we are seeking like-minded individuals to join our ranks. We offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and benefits package, including:

• Competitive salary range
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching
• Paid time off
• Opportunities for career growth and professional development
• Comprehensive training program
• Ongoing education and training opportunities
• Collaborative and supportive work environment

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional patient care, we encourage you to apply for the Customer Service Representative 1 - Hybrid position at arenaflex. Join our team of dedicated professionals and contribute to our mission of making a genuine difference in the lives of our patients and their families. Apply now and take the first step towards a rewarding career with arenaflex! Apply for this job