Experienced Customer Service Specialist – Healthcare Industry

At arenaflex, we're dedicated to delivering exceptional patient care and empowering individuals to live their best lives. As a Customer Service Specialist, you'll play a vital role in ensuring our patients receive the highest level of service and support. If you're passionate about making a profound impact on people's lives and possess excellent communication and problem-solving skills, we'd love to hear from you.

About arenaflex

arenaflex is a leading provider of full-service home medical equipment products and services. Our mission is to empower patients to live their best lives, out of the hospital and in their homes. We're committed to delivering exceptional patient care and support, and we're seeking talented individuals like you to join our team.

Job Summary

As a Customer Service Specialist, you'll be responsible for learning and understanding the entire front-end process to ensure successful service for our patients. You'll work in a fast-paced environment, answering inbound calls and making outbound calls to patients, healthcare providers, and insurance companies. Your primary goal will be to educate patients about their financial responsibility, process orders, and resolve any issues that may arise.

Key Responsibilities

* Develop and maintain working knowledge of current products and services offered by arenaflex

• Answer all calls and emails in a timely manner, in adherence to our goals
• Document all call information according to standard operating procedures
• Answer questions about products and services, retail stores, general service line information, and other information as necessary based on customer call needs
• Process orders, route calls to appropriate resources, and follow up on customer calls where necessary
• Review all required documentation to ensure accuracy
• Accurately process, verify, and/or submit documentation and orders
• Complete insurance verification to determine patient's eligibility, coverage, co-insurances, and deductibles
• Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required
• Must be able to navigate through multiple online EMR systems to obtain applicable documentation
• Enter and review all pertinent information in EMR system, including authorizations and expiration dates
• Communicate with Customer Service and Management on an ongoing basis regarding any noticed trends with insurance companies
• Verify insurance carriers are listed in our database system, if not, request the new carrier is entered
• Responsible for contacting patients when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process
• Meet quality assurance requirements and other key performance metrics
• Facilitate resolution on customer complaints and problem-solving
• Pays attention to detail and has great organizational skills
• Actively listens to patients and handles stressful situations with compassion and empathy
• Flexible with actual work and the hours of operation
• Utilize company-provided tools to maintain quality, including but not limited to Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the Medicare Provider Enrollment, Chain, and Ownership System), and "How-To" documents

Competency, Skills, and Abilities

* Excellent customer service skills

• Analytical and problem-solving skills with attention to detail
• Decision-making
• Excellent ability to communicate both verbally and in writing
• Ability to prioritize and manage multiple tasks
• Proficient computer skills and knowledge of Microsoft Office
• Solid ability to learn new technologies and possess the technical aptitude required to understand the flow of data through systems as well as system interaction
• General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred
• Work well independently and as part of a group
• Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative, and work effectively on a team

Requirements

* High School Diploma or equivalent

• One (1) year work-related experience in healthcare administrative, financial, or insurance customer services, claims, billing, call center, or management, regardless of industry
• Senior level requires two (2) years of work-related experience and one (1) year of exact job experience
• Exact job experience is considered any of the above tasks in a Medicare certified environment

Work Environment and Company Culture

arenaflex is committed to creating a work environment that is inclusive, supportive, and empowering. We believe in fostering a culture that encourages collaboration, innovation, and continuous learning. As a Customer Service Specialist, you'll have the opportunity to work with a talented team of professionals who share your passion for delivering exceptional patient care.

Compensation and Benefits

arenaflex offers a competitive salary and a comprehensive benefits package, including:

• Starting at $18.00 per hour
• Opportunities for career growth and professional development
• Comprehensive health insurance
• 401(k) retirement plan
• Paid time off and holidays
• Flexible work arrangements

How to Apply

If you're a motivated and compassionate individual who is passionate about delivering exceptional patient care, we'd love to hear from you. Please submit your application without delay. We're keen to hear from talented candidates like you. Apply To This Job

Equal Opportunity Employer

arenaflex is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual's race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination. Apply for this job