Experienced Customer Service Representative 1 (Medical Bad Debt Collections) – Revenue Cycle Improvement Services

About arenaflex

At arenaflex, we empower healthcare organizations to navigate the biggest challenges in the industry: delivering quality clinical care with positive patient experiences and optimal financial results. We partner with healthcare organizations to problem-solve and deliver revenue cycle improvement services that enable their success, support their patients, and nurture their communities, all while living our values of Commitment, Authenticity, Respect, and Excellence (CARE). Our team is dedicated to making a meaningful impact in the lives of patients and healthcare professionals alike.

Job Summary

We are seeking an experienced Customer Service Representative 1 to join our team at arenaflex. As a key member of our revenue cycle improvement services team, you will be responsible for resolving patient healthcare accounts by negotiating payment with patients/guarantors while meeting or exceeding performance and quality objectives. You will act as an advocate for the customer, serving as a liaison between colleagues, clients, and State/Government agencies in a collaborative effort to facilitate coverage for current and future medical expenses. This position requires strong customer service skills, attention to detail, and the ability to work in a fast-paced environment.

Key Responsibilities

* Contact Center | Patient-Facing: + Negotiate payment with patients/guarantors by reviewing prior account payment history through both inbound and outbound calls leveraging an auto-dialer. + Respond to customer questions utilizing knowledge and expertise on insurance and healthcare. + Meet or exceed performance objectives including account resolution, collections, and quality assurance goals. + Perform routine tasks or repetitious tasks with care and attention while maintaining accurate documentation of patient/guarantor encounters. + Identify trends and determine root cause for balance discrepancies and perform actionable steps to resolve inconsistencies.

• Develop and maintain knowledge of patient access services and the overall effect on the revenue cycle.
• Analyze and interpret accounting documents and/or correspondence, requiring great attention to detail.
• Perform file maintenance for corrections and additions to patient records such as updating account balances, addresses, authorizations, correspondence information, statements, payment plans, and account status.
• Interact with both client and internal departments to ensure proper account handling.
• Interface with team members, management, and customers in reference to patient issues. Review and recommend modification to procedures and workflow as necessary to ensure efficient and effective processing of transactions.
• Process patient inquiries in a manner that ensures service level agreements (SLAs) are met or exceeded.
• Support arenaflex's Compliance Program by adhering to policies and procedures pertaining to HIPAA, FDCPA, FCRA, and other laws applicable to arenaflex's business practices.

Preferred Skills

* Bilingual in English and Spanish.

• Experience with performance metrics and goals.
• Experience with dual monitoring systems.
• Experience with utilizing a dialer system.
• Experience in a performance-based commission structure.
• Experience working in a role with a high volume of both inbound and outbound calls.
• Strong problem-solving skills to bring inquiries to effective resolution.
• Strong customer service skills with an emphasis on written and oral communication to respond to inquiries professionally.
• Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries.
• Advanced computer proficiency (including knowledge of windows-based applications).
• Excellent written and verbal communications and typing skills (30 WPM) required.

Requirements

* High school diploma or GED.

• At least 3 years of experience in a call center environment or similar role within the healthcare revenue cycle touching patient accounts.
• At least 3 years of experience working in a role with a high volume of either inbound or outbound calls.
• At least 3 years of healthcare experience working within a patient financial services office or insurance collections for all payers.
• Expert knowledge of patient access services and the overall effect on the revenue cycle.
• Payer networks, government resources, and medical terminology.
• Demonstrate ability to manage escalated calls.
• A subject matter expert with demonstrated capability to support/train/mentor other team members.
• Demonstrate experience communicating effectively with a customer and simplifying complex information. Understand medical collection terminology.
• Demonstrate ability of critical thinking skills and adhering to compliance protocols.
• Experience in a role that requires accessing multiple databases simultaneously or managing multiple open screens to gather information to discuss with a customer.
• Experience with customer interactions that require live, accurate documentation of the encounter while also communicating with members in a warm, helpful, and professional manner while simultaneously building credibility and rapport.
• Demonstrate ability to meet performance objectives.
• Demonstrate success working both individually and in a team environment.
• Be patient and compassionate while working as a team player and using all available resources to provide the best outcome to the patient.
• Ability to communicate with patients in a warm, helpful, and professional manner while simultaneously building credibility and rapport.
• Must be available to work a scheduled shift between the hours of 9:30AM ET and 9PM ET.
• Must participate in ongoing training and self-development.
• Must complete and pass mandatory educational requirements.

Compensation and Benefits

arenaflex offers a competitive salary range of $16 to $18 per hour, with specific compensation for the role varying within the above range based on many factors including but not limited to geographic location, candidate experience, applicable certifications, and skills. arenaflex is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, age, veteran status, disability, national origin, sex, sexual orientation, religion, gender identity, or any other federal, state, or local protected class.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to providing ongoing training and self-development opportunities to help you grow and succeed in your career. As a member of our team, you will have access to:

• Ongoing training and development programs to enhance your skills and knowledge.
• Opportunities for career advancement and professional growth.
• A collaborative and supportive work environment that encourages teamwork and open communication.
• A comprehensive benefits package that includes health, dental, and vision insurance, as well as 401(k) matching and paid time off.

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that requires flexibility, adaptability, and a commitment to excellence. Our team is dedicated to making a meaningful impact in the lives of patients and healthcare professionals alike. We value:

• Collaboration and teamwork.
• Open communication and transparency.
• Continuous learning and professional growth.
• Diversity and inclusion.
• Compassion and empathy for patients and colleagues alike.

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, 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