Experienced Virtual Customer Service Advisor – Patient Experience Specialist

At arenaflex, we are committed to caring for patients with purpose and integrity. We care like family! Jump-start your career as a Customer Service Advisor today and join our team of dedicated professionals who share a passion for delivering exceptional patient experiences.

About arenaflex

arenaflex is a leading healthcare organization that provides comprehensive revenue cycle management services to hospitals and healthcare systems across the country. Our team of experts is dedicated to delivering high-quality patient care and exceptional customer service. With a strong commitment to our core values of compassion, integrity, and excellence, we strive to make a positive impact on the lives of our patients, families, and communities.

Job Summary and Responsibilities

As a Virtual Customer Service Advisor, you will play a critical role in delivering exceptional patient experiences by handling account inquiries via inbound and outbound calls from patients, guarantors, or other third parties. 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

Qualifications and Requirements

To be successful in this role, you will need to possess the following qualifications and requirements:

• 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
• Virtual employees are required to have high-speed internet with 25 MB download and 6 Upload Speed (WiFi is not permitted)
• Strong communication and interpersonal skills, with the ability to effectively communicate with patients, guarantors, and other stakeholders
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Strong problem-solving and analytical skills, with the ability to resolve complex patient inquiries and account balances
• Proficiency in multiple software systems and applications, with the ability to learn new systems and tools quickly
• High school diploma or equivalent required; associate's or bachelor's degree preferred

Benefits and Perks

As a Virtual Customer Service Advisor at arenaflex, you will enjoy a comprehensive benefits package that includes:

• 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 arenaflex 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

Schedule and Location

This is a work-from-home position, and you must live within an arenaflex market area. The schedule is Monday-Friday, 8-hour shifts, with no weekends. Hours of operation are 7am-8pm CST.

Career Growth Opportunities and Learning Benefits

As a Virtual Customer Service Advisor at arenaflex, you will have opportunities for career growth and professional development, including:

• Training and development programs to enhance your skills and knowledge
• Opportunities for advancement to leadership roles or specialized positions
• Collaborative and supportive work environment that encourages teamwork and open communication
• Recognition and rewards for outstanding performance and contributions to the team

Work Environment and Company Culture

arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. We strive to create a work environment that is welcoming, respectful, and supportive of all colleagues. Our company culture is built on a foundation of compassion, integrity, and excellence, and we are committed to making a positive impact on the lives of our patients, families, and communities.

Compensation and Perks

arenaflex offers a competitive compensation package, including a salary range of $40,000-$60,000 per year, depending on experience and qualifications. You will also enjoy a comprehensive benefits package, including medical, dental, and vision coverage, as well as paid time off, holidays, and sick leave.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional patient experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to our online application portal. We promptly review all applications and contact highly qualified candidates for interviews.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Apply for this job