Experienced Bilingual Senior Customer Service Representative - National Remote Opportunity

At arenaflex, we're dedicated to helping people live healthier lives and making the health system work better for everyone. As a leading global organization, we deliver care and technology to millions of people worldwide. Our team is passionate about creating a culture of diversity and inclusion, where talented individuals can grow and thrive. We're now seeking an experienced Bilingual Senior Customer Service Representative to join our remote team and make a meaningful impact on the communities we serve.

About arenaflex

arenaflex is a global organization that delivers care and technology to help millions of people live healthier lives. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our team is committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

About the Role

As a Senior Customer Service Representative, you'll play a critical role in delivering exceptional customer experiences to our patients and their representatives. You'll be the first point of contact for many of our customers, and your compassion, empathy, and problem-solving skills will make all the difference. You'll be responsible for answering a high volume of calls, processing adjustments, refunds, and transfers, and resolving complex billing issues and customer complaints.

Key Responsibilities

* Answer a high volume of calls from patients or their representatives, regarding patient bill balances, payment plans, credit card payments, patient pricing, re-billing insurance companies, and general customer concerns

• Process adjustments, refunds, transfer bills, mail returns, and perform manual sales
• Evaluate and respond to all aspects of written billing inquiries, including but not limited to: billing insurances, and updating invoices
• Research, troubleshoot, and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
• Maintain tracking log of all escalated patient correspondence, providing status updates to leadership as needed
• Ability to perform all aspects of billing customer service as needed
• May be a certified Medical Coder and/or involved in medical coding
• Thorough navigation of both Quest Billing System and the web
• Maintain all Compliance and HIPAA regulations at all times

Requirements

* High School Diploma/GED

• Must be 18 years of age or older
• 2+ years of customer service experience or 2+ years of experience in a medical office, call center in healthcare, or office setting in healthcare while analyzing and solving customer problems
• Bilingual fluency in English and Spanish
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Ability to train for the first 6 weeks between the hours of 9:00 AM - 5:30 PM EST from Monday - Friday
• Ability to work any of our full-time, 8-hour shift schedules during our normal business hours of 11:30 AM - 8:00 PM EST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications

* Prior healthcare experience

• Medical terminology experience
• Knowledge of billing/finance and eligibility processes, practices, and concepts
• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon

Telecommuting Requirements

* Ability to keep all company-sensitive documents secure (if applicable)

• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service

Soft Skills

* Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner

• Proficient conflict management skills, including the ability to resolve stressful situations

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Senior Customer Service Representative, you'll have access to:

• Comprehensive training and development programs
• Opportunities for career advancement and professional growth
• Collaborative and supportive team environment
• Recognition and rewards for outstanding performance

Work Environment and Company Culture

arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. We're committed to creating a workplace culture that's welcoming, supportive, and empowering. As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a global team that's passionate about making a difference.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Hourly rate: $16.54 to $32.55 per hour (dependent on location, experience, and qualifications)
• Comprehensive benefits package, including medical, dental, and vision coverage
• Incentive and recognition programs
• Equity stock purchase and 401(k) contribution
• Paid time off and holidays
• Flexible work arrangements and remote work options

Application Deadline

This job posting will be live for a minimum of 2 business days or until a sufficient candidate pool has been collected. We encourage all qualified candidates to apply.

Diversity, Equity, and Inclusion

arenaflex is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

How to Apply

If you're passionate about delivering exceptional customer experiences and making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team of dedicated professionals who are committed to helping people live healthier lives. Apply for this job