Experienced Bilingual Patient Customer Advisor – Healthcare Revenue Cycle Management

Are you a customer service professional with a passion for delivering exceptional patient experiences? Do you have a strong background in handling account inquiries, resolving issues, and securing payments? If so, we invite you to join arenaflex, a leading provider of revenue cycle management services for HCA Healthcare, as a Bilingual Patient Customer Advisor. At arenaflex, we invest in our team members, providing comprehensive training, ongoing support, and opportunities for growth and development. As a Bilingual Patient Customer Advisor, you will play a vital role in delivering exceptional patient experiences, resolving account inquiries, and securing payments. If you are a motivated and customer-focused individual with a strong work ethic, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading provider of revenue cycle management services for HCA Healthcare, one of the world's largest healthcare systems. With over 17,000 colleagues and a presence in over 1,000 hospitals and 3,000 physician practices, we make a significant impact on patients, providers, and communities across the country. Our commitment to delivering exceptional patient experiences, coupled with our dedication to innovation and excellence, has earned us recognition as one of the World's Most Ethical Companies by the Ethisphere Institute.

About HCA Healthcare

HCA Healthcare is a family of 270,000 dedicated professionals who share a common goal: to deliver exceptional patient care and make a positive impact on our communities. With a commitment to investing in our team members, we have pledged up to $300 million over three years to support our colleagues' growth and development. Our dedication to excellence has earned us recognition as one of the World's Most Ethical Companies by the Ethisphere Institute.

Job Summary and Qualifications

As a Bilingual Patient Customer Advisor, you will be responsible for handling account inquiries via inbound and outbound calls from patients, guarantors, or other third parties. You will review patient account information in multiple systems, perform research as necessary, and take appropriate action to resolve patient inquiries and account balances. Your primary responsibilities will include:

• Communicating with customers by phone or via digital media to obtain information needed to resolve inquiries in accordance with department policies and procedures
• Reviewing patient account information in multiple systems, performing research as necessary, and taking appropriate action to resolve patient inquiries and account balances
• Documenting patient inquiry and actions taken into the appropriate systems
• Updating or adding insurance information and/or patient demographic information and requesting rebill
• Working with patients and guarantors to secure payment on outstanding account balances using secured payment methods
• Escalating patient complaints to the appropriate individual/department based on the nature of the issue
• Creating a positive patient experience through actively listening, understanding, ensuring timely resolution or escalation, communicating in a friendly manner, and handling patients with a consummately professional attitude
• Following all arenaflex Customer Service Organization (CSO) guidelines and policies
• Meeting and maintaining established departmental performance metrics for production and quality
• Adhering to all compliance guidelines
• Maintaining working knowledge of workflow, systems, and tools used in the department

To be successful in this role, you will need:

• Minimum one-year customer service experience required in a customer service, healthcare office, hospitality, retail sales, or client manager role
• Previous call center experience preferably in a healthcare environment preferred
• Cable or fiber internet connections with a minimum of 25 Mbps download and 15 Mbps upload speeds are necessary for acceptable performance
• Bilingual Spanish

Benefits and Perks

As an arenaflex team member, you will enjoy a comprehensive total rewards package that supports your health, life, career, and retirement. Our benefits and perks include:

• Comprehensive medical coverage that covers many common services at no cost or for a low copay
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance, and more
• Free counseling services and resources for emotional, physical, and financial wellbeing
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off HCA Healthcare stock
• Family support through fertility and family building benefits with Progyny and adoption assistance
• Referral services for child, elder, and pet care, home and auto repair, event planning, and more
• Consumer discounts through Abenity and Consumer Discounts
• Retirement readiness, rollover assistance services, and preferred banking partnerships
• Education assistance (tuition, student loan, certification support, dependent scholarships)
• Colleague recognition program
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage, and leaves of absence)
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income

Work Environment and Company Culture

As a Bilingual Patient Customer Advisor, you will work from home, enjoying the flexibility and comfort of your own workspace. Our company culture is built on a foundation of respect, empathy, and compassion, with a focus on delivering exceptional patient experiences. We value diversity, equity, and inclusion, and are committed to creating a workplace that is welcoming and inclusive for all team members.

Career Growth Opportunities and Learning Benefits

At arenaflex, we invest in our team members' growth and development, providing ongoing training, coaching, and opportunities for advancement. Our commitment to learning and development includes:

• Comprehensive training programs to ensure you have the skills and knowledge needed to succeed in your role
• Ongoing coaching and feedback to help you grow and develop in your career
• Opportunities for advancement and career growth within arenaflex
• Access to industry-leading tools and technologies to support your success

How to Apply

If you are a motivated and customer-focused individual with a strong work ethic, we encourage you to apply for this exciting opportunity. Please submit your resume today to join our community of caring. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Apply to this job Apply for this job