Experienced Customer Care Specialist – Medical Billing Support – FULLY REMOTE IN US
At arenaflex, we're revolutionizing the way medical providers and payers manage their billing and payment processing needs. As a leader in Digital Transaction Processing, we're committed to delivering innovative solutions that streamline operations, improve payment cycles, and reduce frictional costs. With a strong focus on customer satisfaction, we're seeking an experienced Customer Care Specialist to join our World-Class Client Support Division.
About arenaflex
arenaflex is a pioneer in the medical billing and payment processing industry, with a proven track record of success. Our products and services have connected over 1,500,000+ submitters and 5,000+ Workers' Compensation, Group Health, and Auto Medical payers nationwide. Our commitment to excellence has earned us a reputation as the leading connectivity solution in the market.
Job Summary
As a Customer Care Specialist, you'll play a critical role in providing exceptional support to new and existing payers and providers. You'll be responsible for account setup, maintenance, and acceptance and delivery of medical bills, payments, and/or other insurance-related processes. This includes direct interaction with our clients' business and technical resources, as well as internal arenaflex staff.
Key Responsibilities
* Respond to customer inquiries via phone or email, providing timely and effective solutions to their issues.
- Escalate and monitor issues that require coordination and follow-up with arenaflex internal departments (development, operations, engineering) and external business partners/clients.
- Create and monitor all Code Red (escalated/critical) issues to determine the necessary communication, whether internal or external.
- Reproduce issues on behalf of customers and assist in verifying fixes, account setup, etc.
- Accurately document all communications, research documentation, and relevant information in the Client Support ticketing system (Zendesk).
- Evaluate and resolve problems in a timely, efficient manner, consistently providing customers with status updates for any outstanding inquiries and issues.
- Direct and escalate requests internally for unresolved issues.
- Obtain all relevant information with a strong level of detail to effectively handle inquiries.
- Develop and maintain rapport with customers.
- Identify trends for process improvement.
- Perform all other duties as requested by management.
Essential Qualifications
* Strong advocate of customer service principles and practices.
- 3+ years of experience in a call center or customer care environment.
- Experience with medical billing.
- Proficiency with Microsoft Office Suite Products.
- Proven technical experience.
- Demonstrated troubleshooting and analytical skills.
- Exceptional multitasking skills required.
- Verbal and written communication skills MUST be professional and polished.
Desired Competencies
* Strong sense of urgency in addressing and responding to issues.
- Excellent interpersonal and communication skills.
- Adaptive listening skills with the ability to translate layman issues to technical staff and vice versa.
- Thorough attention to detail and accuracy.
- Ability to effectively multi-task and prioritize issues and requests.
- Ability to work independently with minimal supervision but can also thrive and interoperate within a dynamic team environment with limited structure.
- Understanding of the workers' compensation and/or group health insurance industry.
- Experience with X-12 File formats a plus.
- Experience working in an online customer service ticketing system for email and phone inquiries is a plus.
- Bi-lingual (Spanish) a plus.
What We Offer
* A dynamic and supportive work environment with opportunities for growth and development.
- Competitive hourly compensation and benefits package.
- Flexible remote work options, with the ability to work from home or our Concord, CA corporate office.
- Opportunities for professional growth and development, with a focus on customer satisfaction and excellence.
- A collaborative and inclusive team environment, with a commitment to diversity and inclusion.
How to Apply
If you're a customer-focused professional with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
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