Experienced Customer Service Specialist I – Healthcare Revenue Cycle Support

As a leading provider of administrative and clinical support staff for arenaflex, a top healthcare provider network, we are seeking an experienced and customer-focused Customer Service Specialist I to join our team. This is an exciting opportunity to grow your career as part of a Revenue Cycle Career Ladder, working with a talented team of professionals who share your passion for delivering exceptional patient care and service.

About arenaflex

arenaflex is a renowned healthcare provider network, serving the needs of patients and healthcare professionals across the Northeast. With a team of over 2,800 experienced physicians, surgeons, dentists, and nurses, offering more than 240 specialties and subspecialties, we are committed to providing high-quality patient care and exceptional customer service. Our mission is to deliver innovative, patient-centered care that meets the unique needs of each individual, while fostering a collaborative and supportive work environment for our employees.

Job Summary

As a Customer Service Specialist I, you will play a critical role in handling and resolving incoming phone calls from patients, insurance carriers, and physician offices. Your primary responsibilities will include collections of outstanding patient balances, establishing payment arrangements, and updating patient and guarantor accounts with new demographic and insurance coverage information. You will be expected to exhibit professional and courteous behavior at all times during patient and/or client interaction, providing exceptional service and support to our patients and healthcare partners.

Key Responsibilities

• Handle a large volume of calls and perform work in a timely manner, ensuring that all patient and client interactions are handled efficiently and effectively.

• Attempt to collect full payment from patients or guarantors in a professional and courteous manner, while also establishing payment arrangements per guidelines and documenting terms in our billing system.
• Apply payments collected over the phone to each date of service, ensuring accurate and timely processing of payments.
• Handle customer inquiries, disputes, and complaints, escalating contentious complaints to a supervisor or higher management as needed.
• Obtain all insurance, demographic, and guarantor information, updating patient profiles and billing third-party payers as appropriate.
• Clearly document in our system a summary of work and follow-up steps after each call, ensuring seamless communication and collaboration with our team.

Essential Qualifications

• High school graduate or GED certificate is required.

• A minimum of 6 months' experience in a physician billing or third-party payer environment is preferred.
• Must demonstrate an understanding of contracts, insurance benefits, exclusions, and other billing requirements, as well as claim forms, HMOs, PPOs, Medicare, Medicaid, and compliance program regulations.
• Candidate must demonstrate the ability to understand and navigate the payer adjudication process.
• Patient financial and practice management system experience in Epic and/or other electronic billing systems is preferred.
• Knowledge of medical terminology is preferred.
• Previous call center/claims experience is preferred.
• Previous experience in an academic healthcare setting is preferred.

Preferred Qualifications

• Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines.

• Strong communication and interpersonal skills, with the ability to build rapport with patients, healthcare professionals, and internal stakeholders.
• Ability to work independently and as part of a team, with a strong commitment to collaboration and teamwork.
• Strong analytical and problem-solving skills, with the ability to navigate complex billing and insurance issues.
• Experience with electronic medical records and practice management systems.

Compensation and Benefits

We offer a competitive hourly rate range of $22.39 - $28.29, with salary offers falling within these ranges based on a variety of factors, including but not limited to experience, skill set, training, and education. Our comprehensive benefits package includes:

• Healthcare and various other benefits
• Paid Time off to promote a healthy lifestyle
• Opportunities for career growth and professional development
• Collaborative and supportive work environment

Work Environment and Culture

As a remote employee, you will have the flexibility to work from home while still being part of a dynamic and supportive team. Our office is located in the Tri-State area, and occasional visits may be required for training, meetings, and other business needs. We are committed to providing a productive environment for all employees, with a focus on collaboration, teamwork, and exceptional customer service.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and adheres to all requirements of all applicable federal, state, and local civil rights laws. We are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees.

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional patient care and service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we look forward to reviewing your qualifications and experience. Apply for this job