Experienced Medical Billing Customer Support Specialist – Hybrid Role

Join arenaflex, a national leader in providing home medical equipment and services, as a dedicated Customer Support Specialist. In this hybrid role, you will provide exceptional support to patients, referral sources, and employees by performing tasks related to patient care and third-party reimbursement. As a key member of our team, you will be responsible for new order intake, accuracy with clinical, billing, and care-related information, and processing. This is an exciting opportunity to join a dynamic team and make a meaningful impact in the lives of our patients.

About arenaflex

arenaflex is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions, and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. With hundreds of locations across 45 states, we provide high-quality medical products, services, and outstanding customer care.

Overview and Responsibilities

As a Customer Support Specialist, you will be the first point of contact for new customers, providing exceptional support and ensuring a seamless experience. Your primary responsibilities will include:

• Providing support to patients, referral sources, and employees through phone, email, and in-person interactions
• Processing new orders, responding to questions, resolving issues, and forwarding to appropriate personnel in a timely manner
• Collecting co-pays and deductible amounts, conducting insurance verification and eligibility for services/products, and obtaining authorization and qualification documentation
• Maintaining accuracy and quality control throughout patient contact and data input
• Developing and maintaining a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA/DOT and JCAHO guidelines
• Providing education to referral sources, patients, and employees on qualifications for service and 3rd-party billing
• Working extensively with eIntake proprietary system and performing other duties as assigned

Essential Job Duties and Responsibilities

* Brings ideas for process or efficiency improvements to supervisor

• Builds relationships with locations, field management, patients, and referral sources
• Certain functions require outbound calling and data entry
• Collects co-pays and deductible amounts
• Conducts insurance verification and eligibility for services/products
• Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns
• Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA/DOT and JCAHO guidelines
• Develops and maintains working knowledge of current products and services offered by the company and all applicable governmental regulations
• Maintains accuracy and quality control throughout patient contact and data input
• Manages all aspects of initial intake: answering the phone and receiving faxes, collecting patient and referral source information, inputting data into IMBS and eIntake, printing tickets, assembling charts, and processing paperwork
• Obtains authorization and qualification documentation
• Prepares complete and accurate files for Billing Department
• Processes new orders, responds to questions, resolves issues, or forwards to appropriate personnel in a timely manner to ensure patient, referral, and employee satisfaction
• Processes work orders to field locations and coordinates timely fulfillment of products and services ordered
• Provides education to referral sources, patients, and employees on qualifications for service and 3rd-party billing
• Provides product/service information by answering questions, offering assistance
• Provides technical assistance to customers as required
• Provides thorough review and Quality Assurance for medical necessity and documentation requirements of payors and regulatory bodies
• Works extensively with eIntake proprietary system
• Performs other duties as assigned

Qualifications

* Employment is contingent on: + Background investigation (company-wide) + Drug screen (when applicable for the position) + Valid driver's license in state of residence with a clean driving record (when applicable for the position)

Required Education and/or Experience

* High school diploma or GED equivalent, required

Preferred Education and/or Experience

* Experience with medical billing practices and of billing reimbursement, preferred

• Experience in medical field and administrative record management, preferred
• One year of related work experience, preferred

Skills and Competencies

* Accurately perform simple mathematical calculations

• Effectively communicate in English; both oral and written
• Interpret a variety of communications (verbal, non-verbal, written, listening, and visual)
• Maintain confidentiality, discretion, and caution when handling sensitive information
• Multi-task along with attention to detail
• Self-motivation, organized, time-management, and deductive problem-solving skills
• Work independently and as part of a team

Machines, Equipment, and Technical Abilities

* Email transmission and communication

• Internet navigation and research
• Microsoft applications; Outlook, Word, and Excel
• Office equipment; fax machine, copier, printer, phone, and computer and/or tablet

Physical Demands

* Lift and carry office equipment at times

• Requires sitting, walking, standing, talking, and listening
• Requires close vision to small print on computer and/or tablet and paperwork

Benefits

* Generous paid time Off and paid holidays

• Overtime pay for non-exempt hourly positions based on business needs
• Commission for Account Executives
• Fixed and variable rate car reimbursement for Area Managers and Account Executives
• Employee discount program
• Employee recognition program
• Bonus and incentive opportunities
• Mileage reimbursement (when applicable for the position)
• Telephone reimbursement (when applicable for the position)
• EAP
• 401k
• Medical, Prescription, Dental, and Vision
• HSA and FSA/Dependent Care FSA
• Life Insurance, Disability, Accidental death, Identity protection, and Legal services
• Meru Health Mental health and Mercer SmartConnect Medicare programs
• Livongo Diabetes and High Blood Pressure programs
• Healthcare Bluebook and RX Savings solutions programs
• HEPB and TB vaccinations

Why Join arenaflex?

* Join a dynamic team of professionals who are passionate about making a difference in the lives of our patients

• Enjoy a hybrid work schedule with 3 days of remote work and 2 days of in-office work
• Take advantage of our comprehensive benefits package, including paid time Off, paid holidays, overtime pay, and more
• Develop your skills and knowledge through ongoing training and professional development opportunities
• Be part of a company that values diversity, equity, and inclusion and is committed to creating a workplace that is welcoming and inclusive for all employees

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support to patients, referral sources, and employees, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! Apply for this job