Customer Resolution Specialist – Remote Healthcare Billing, Patient Account Management, and Service Excellence

About arenaflex – Pioneering Hope and Innovation in Healthcare

arenaflex is a nationally recognized leader in delivering world‑class patient care, cutting‑edge medical research, and compassionate service. With a legacy built on scientific discovery, technological advancement, and a deep commitment to the communities we serve, arenaflex continuously sets new standards for health‑care excellence. Our mission is to empower patients, families, and caregivers by providing seamless, respectful, and efficient experiences throughout every touchpoint of the care journey. As a remote member of the arenaflex team, you will join a vibrant network of professionals who share a common purpose: to make a meaningful difference in the lives of those we serve.

Why This Role Matters

In the complex world of health‑care finance, clear communication and diligent follow‑up are essential to both patient satisfaction and the financial health of the organization. As a Customer Resolution Specialist at arenaflex, you will be the trusted voice that guides patients through billing inquiries, resolves payment challenges, and ensures that every interaction reflects arenaflex’s core values of empathy, transparency, and accountability. Your work will directly support arenaflex’s ability to continue investing in groundbreaking treatments, state‑of‑the‑art facilities, and the talented clinicians who drive our success.

Key Responsibilities

• Patient & Guarantor Communication: Initiate outbound calls to patients and guarantors to collect outstanding balances, negotiate payment plans, and provide clear explanations of billing statements.
• Billing Adjustments & Write‑Offs: Process contractual adjustments, write‑offs, and charitable care determinations in accordance with federal, state, and local regulations.
• Eligibility & Benefit Verification: Respond to inquiries regarding insurance eligibility, benefits, and coverage details, ensuring patients understand their financial responsibilities.
• Authorization Support: Assist patients in obtaining prior authorizations for treatments, coordinating with clinical teams and third‑party payers as needed.
• Explanation of Benefits (EOB) Clarification: Translate complex EOB language into understandable terms, helping patients reconcile charges with insurance payments.
• Bad Debt Management: Identify accounts that may require bad‑debt transfer, prepare necessary documentation, and collaborate with the finance team to execute transfers.
• Productivity & Accuracy: Meet daily productivity targets for call volume, account updates, and action‑code postings while maintaining a high degree of accuracy.
• Policy Adherence: Apply arenaflex’s established billing policies, privacy standards, and compliance guidelines consistently across all interactions.
• Continuous Improvement: Contribute ideas to streamline processes, enhance patient communication scripts, and improve overall revenue‑cycle efficiency.
• Other Assigned Duties: Support additional departmental initiatives, special projects, or cross‑functional tasks as directed by leadership.

Essential Qualifications

• High school diploma or GED equivalent (required).
• Minimum of three (3) years of progressively responsible experience in health‑care customer service, billing, or collections.
• Demonstrated knowledge of government and private payer reimbursement rules, including Medicare, Medicaid, and commercial insurance.
• Familiarity with medical coding systems (CPT‑4, ICD‑9/10, HCPCS, modifiers) and how they impact reimbursement.
• Strong verbal and written communication skills, with the ability to convey complex financial information in a compassionate manner.
• Proficiency in Microsoft Office Suite (Word, Excel) and experience using electronic health record (EHR) platforms, preferably Epic Professional Billing.
• Exceptional organizational, analytical, and problem‑solving abilities, with meticulous attention to detail.
• Demonstrated telephone etiquette and a customer‑service mindset that aligns with arenaflex’s C‑I‑CARE philosophy.

Preferred Qualifications & Certifications

• HFMA Certified Revenue Cycle Representative (CRCR) or equivalent certification.
• Experience with remote work environments and virtual collaboration tools.
• Previous exposure to charitable care determination processes and bad‑debt transfer workflows.
• Advanced training in conflict resolution, negotiation, or financial counseling.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand patient concerns, demonstrate genuine care, and respond with appropriate solutions.
• Analytical Thinking: Quickly assess billing discrepancies, identify root causes, and propose corrective actions.
• Time Management: Efficiently balance multiple accounts, prioritize high‑impact tasks, and meet productivity benchmarks.
• Technical Proficiency: Navigate billing software, EHR systems, and internal databases with confidence.
• Regulatory Acumen: Stay current on evolving payer policies, compliance mandates, and industry best practices.
• Collaboration: Work seamlessly with finance, clinical, and patient‑experience teams to resolve complex issues.

Career Growth & Learning Opportunities

arenaflex is committed to the professional development of every team member. As a Customer Resolution Specialist, you will have access to:

• Structured onboarding and mentorship programs that accelerate your mastery of health‑care revenue cycle operations.
• Continuing education resources, including webinars, certification subsidies, and internal training modules.
• Clear career pathways toward senior collection roles, revenue‑cycle analysis, or supervisory positions within the finance department.
• Opportunities to cross‑train with clinical, compliance, and patient‑experience teams, broadening your organizational insight.
• Participation in arenaflex’s innovation forums, where frontline staff contribute ideas that shape future billing technologies and patient‑centric solutions.

Work Environment & Culture at arenaflex

Even though this position is remote, you will feel the pulse of arenaflex’s collaborative culture every day. Our values are built on:

• C‑I‑CARE Framework: Know Me, Show Me the Way, and Coordinate for Me—guiding principles that ensure every interaction is patient‑focused.
• Diversity & Inclusion: arenaflex celebrates a workforce that reflects the communities we serve, fostering an environment where every voice is heard.
• Innovation Mindset: We partner with leading technology firms and research institutions to continuously improve care delivery and operational efficiency.
• Work‑Life Balance: Flexible scheduling, remote‑first policies, and wellness resources support your personal and professional well‑being.
• Recognition & Rewards: Regular acknowledgment of outstanding performance through awards, peer‑recognition programs, and performance‑based incentives.

Compensation, Perks, & Benefits

arenaflex offers a competitive hourly wage range, typically starting between $38.33 and $43.17 per hour**, with final compensation determined by experience, education, and skill set. In addition to base pay, you can expect:

• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with employer matching contributions.
• Paid time off, holidays, and sick leave to support personal needs.
• Professional development stipend for certifications, conferences, and coursework.
• Employee assistance programs, mental‑health resources, and wellness initiatives.
• Technology allowance for home office setup, including laptop, headset, and ergonomic accessories.
• Opportunities to earn performance bonuses and recognition awards.

Commitment to Equal Opportunity

arenaflex is an equal‑opportunity employer. We value diversity and are dedicated to creating an inclusive environment where all employees—regardless of race, gender, sexual orientation, disability, veteran status, or any other protected characteristic—can thrive. We encourage applicants from all backgrounds to apply and will consider qualified candidates with criminal convictions on a case‑by‑case basis.

How to Apply

If you are ready to bring your expertise, compassion, and problem‑solving skills to a dynamic, purpose‑driven organization, we invite you to submit your application today. Join arenaflex and become part of a team that is shaping the future of health‑care while delivering exceptional experiences to patients and families worldwide.

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