Experienced Senior Customer Service Representative – Remote Patient Support

At arenaflex, we are dedicated to providing exceptional care to our patients and their families. As a leading pediatric health system in the United States, we are committed to delivering high-quality services that exceed our patients' expectations. We are now seeking an experienced Senior Customer Service Representative to join our team and provide timely response and resolution to inquiries on account balances of the uninsured and underinsured patients, as well as other patient out-of-pocket expenses related to co-insurance and deductibles.

About arenaflex

arenaflex is one of the largest pediatric health systems in the United States and the only health system in Minnesota to provide care exclusively to children, from before birth through young adulthood. As an independent and not-for-profit system since 1924, arenaflex is proud to be recognized by U.S. News & World Report as a top children's hospital. Our mission is to provide exceptional care to our patients and their families, and we are committed to making a positive impact in our community.

Position Summary

The Senior Customer Service Representative will provide timely response and resolution to inquiries on account balances of the uninsured and underinsured patients, as well as other patient out-of-pocket expenses related to co-insurance and deductibles. The representative will respond to initial patient-family requests, provide detailed explanations of patient billing information, resolve patient-family questions, perform follow-up on outstanding concerns, and collaborate with other departments to research patient billing history. The position also supports the team by resolving complex questions and providing hands-on training.

Key Responsibilities

* Provide timely response and resolution to inquiries on account balances of the uninsured and underinsured patients, as well as other patient out-of-pocket expenses related to co-insurance and deductibles

• Respond to initial patient-family requests and provide detailed explanations of patient billing information
• Resolve patient-family questions and perform follow-up on outstanding concerns
• Collaborate with other departments to research patient billing history
• Support the team by resolving complex questions and providing hands-on training
• Consistently demonstrate excellent customer service and communication skills

Scheduled Hours

The scheduled hours for this position are 8:30am to 5pm during the training period, and 8:00 am to 4:30 pm after the training period ends. This position currently works on site at 5901 Lincoln Drive, Edina MN, but will transition back to remote after an undetermined period of time.

Essential Qualifications

* High School Diploma required

• Business related course work preferred
• 5+ years of customer service experience
• Experience working with a wide variety of PC applications
• Working knowledge of billing and follow-up processes
• Excellent customer service through oral and written communication to patients, families, and other external and internal contacts
• Knowledge of HIPAA privacy standards and PCI compliance regulations
• Proficient use of systems (computer, applications, phone systems)
• Basic knowledge of medical terminology
• Detail-oriented, good organizational skills, and ability to be self-directed
• Strong time management skills, managing multiple priorities and a heavy workload in a high-stress atmosphere
• Flexibility to perform other tasks as needed in an active work environment with changing work needs
• High-level problem solving, analytical, and investigational skills
• Ability to learn quickly and meet continuous timelines

Preferred Qualifications

* Experience working in a healthcare setting

• Knowledge of medical billing and coding
• Certification in customer service or a related field

Skills and Competencies

* Excellent communication and interpersonal skills

• Ability to work in a fast-paced environment with multiple priorities
• Strong problem-solving and analytical skills
• Ability to learn quickly and adapt to new situations
• Excellent customer service skills
• Ability to work independently and as part of a team
• Strong time management and organizational skills
• Ability to maintain confidentiality and handle sensitive information

Career Growth Opportunities and Learning Benefits

arenaflex is committed to providing our employees with opportunities for growth and development. As a Senior Customer Service Representative, you will have the opportunity to:

• Develop your skills and knowledge in customer service and patient support
• Collaborate with other departments to improve patient care and satisfaction
• Participate in training and development programs to enhance your skills and knowledge
• Take on new challenges and responsibilities as you grow in your role
• Contribute to the development of new policies and procedures to improve patient care and satisfaction

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that values teamwork, innovation, and customer satisfaction. As a Senior Customer Service Representative, you will be part of a team that is dedicated to providing exceptional care to our patients and their families. We offer a supportive and inclusive work environment that encourages collaboration, creativity, and continuous learning.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and a comprehensive benefits package that includes:

• Medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Flexible scheduling and remote work options
• Professional development and training opportunities
• Recognition and rewards for outstanding performance

How to Apply

If you are a motivated and customer-focused individual who is passionate about providing exceptional care to our patients and their families, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer that values diversity and inclusion. We are committed to creating a work environment that is free from discrimination and harassment, and where all employees feel valued, respected, and supported. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job