Experienced Bilingual Senior Customer Service Representative – English / Spanish – National Remote Opportunity

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our clients' expectations. As a Bilingual Senior Customer Service Representative, you'll play a vital role in helping us achieve this goal. If you're fluent in English and Spanish, have a passion for delivering top-notch customer service, and are looking for a challenging and rewarding career opportunity, we encourage you to apply.

About arenaflex

arenaflex is a global organization that delivers care, aided by 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-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

Our Culture

At arenaflex, we're proud of our culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. We're a team that values collaboration, innovation, and continuous learning. Our employees are passionate about making a difference in the lives of our clients and customers, and we're committed to creating a work environment that's inclusive, supportive, and empowering.

Job Summary

As a Senior Customer Service Representative, you'll be responsible for delivering exceptional customer experiences to our clients and customers. You'll work closely with our team to resolve complex customer complaints, provide support to our clients, and ensure that our customers receive the highest level of service. This is a full-time remote opportunity, and you'll have the flexibility to work from anywhere within the U.S.

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

Essential Qualifications

* High School Diploma/GED

• Must be 18 years of age or older
• Bilingual fluency in English/Spanish
• 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
• 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 six weeks between Monday-Friday, 9:00 AM-5:30 PM EST
• Ability to work any of our 8-hour shift schedules during our normal business hours of 11:30 AM-8:00 PM EST, 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
• If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building

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
• All employees working remotely will be required to adhere to arenaflex's Telecommuter Policy

Compensation and Benefits

We offer a competitive salary, comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401(k) contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with arenaflex, you'll find a far-reaching choice of benefits and incentives.

Application Deadline

This job posting will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

How to Apply

If you're ready for this challenge, apply now and let's discuss how you can become a vital part of our success story. Apply To This Job

Equal Employment Opportunity

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.

Drug-Free Workplace

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Apply for this job