Experienced Bilingual Customer Service Representative (Remote) – Medical Debt Collection

At arenaflex, we're dedicated to providing exceptional customer service to our clients while fostering a positive and inclusive work environment for our team members. As a 100% employee-owned accounts receivable company established in 1915, we're committed to delivering top-notch service and support to our clients and patients. We're seeking a highly skilled and motivated Bilingual Customer Service Representative to join our remote team, working from the comfort of your own home.

About arenaflex

arenaflex is a leading accounts receivable company that has been serving the medical industry for over a century. Our team of dedicated professionals is passionate about delivering exceptional customer service and support to our clients and patients. As a 100% employee-owned company, we're committed to fostering a positive and inclusive work environment that encourages collaboration, innovation, and growth.

Job Summary

As a Bilingual Customer Service Representative, you will be responsible for providing exceptional customer service to our clients and patients, handling high volumes of inbound and outbound calls, and navigating complex medical terminology and policies. You will work closely with our team to ensure seamless customer experiences, resolve issues efficiently, and maintain accurate records of patient interactions and transactions.

Key Responsibilities

* Handle high volumes of inbound and outbound calls to/from members and providers, including queue callbacks, return voicemails, and leaving messages for patients when not available during a queued call back.

• Work in client's IVR (CX1/Nice) & CRM (EPIC Tapestry) systems, as well as any other systems dictated by the client.
• Successfully learn and reference Project Scripts and FAQs for proper call handling.
• Adhere to all requirements to be compliant with the client and achieve a 5-star rating.
• Attend and pass all required training (classroom, in-house, virtual).
• Provide empathetic and knowledgeable assistance, navigate policy details, assist with billing issues, and ensure a seamless customer experience.
• Review and respond to emails per management expectations, meeting KPIs and Service Level Agreements.
• Maintain an average 6-minute handle call time, first call resolution, and accurate records of patient interactions and transactions.
• Demonstrate attention to detail, achieve determined production, quality, and work performance expectations.
• Perform special projects as assigned.
• Maintain compliance with CMS, FDCPA, FCRA, HIPAA, and local, state, and federal laws.
• Adhere to all company policies, procedures, and standards.

Knowledge, Skill, and Ability Requirements

* Minimum of 6 months' Customer Service experience.

• Excellent oral and written communication skills, with excellent organizational and follow-up skills.
• Professional telephone demeanor and customer-centric attitude to maintain a pleasant interaction.
• Knowledge of medical terminology, standard hospital operations, and financial services preferred but not required.
• Ability to navigate computer systems, applications/software, telephone, fax scanner, and copier.
• Analytical skills to identify and address underlying issues.
• Interact successfully with all levels of staff and management, responding positively to direction and supervision.
• Collaborate with colleagues and contribute to a positive team environment.
• Ability to work in a fast-paced environment, efficiently manage multiple tasks and customer inquiries.
• Keyboarding speed of 40 wpm, proficiency in Word, Excel, and Outlook.
• Physical ability to sit at a workstation for 2 hours without interruption.
• High school diploma or equivalent.
• Successful completion of a criminal history screening.

Benefits and Perks

* Hourly pay rate: $16.00 per hour (dependent on experience)

• Comprehensive benefits package, including:

+ 401(k) with company match + Dental insurance + Health insurance + Paid time off + Vision insurance + Work from home flexibility

• 8-hour shift, day shift
• Remote work environment

Requirements for Remote Work

* High-speed internet connection (no Wi-Fi)

• Private and quiet workspace in your home
• Laptop with an extra monitor or desktop computer with dual monitors (no MacBooks or Chromebooks)
• Basic headset or earbuds
• Webcam for trainings and meetings

Why Join arenaflex?

At arenaflex, we're committed to providing a positive and inclusive work environment that encourages collaboration, innovation, and growth. As a 100% employee-owned company, we're passionate about delivering exceptional customer service and support to our clients and patients. We offer a comprehensive benefits package, flexible work arrangements, and opportunities for career growth and development.

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and free from discrimination. Apply for this job