Remote Customer Service Representative – RCM Behavioral Health Billing & Patient Support

About arenaflex

arenaflex is a best-in-class tele-mental health service company that uses innovative digital technology to deliver high-quality and culturally appropriate behavioral healthcare to patients across the United States. At arenaflex, we practice complete care and believe that exceptional care happens when dedicated professionals work together as one unified team. We employ a comprehensive, whole-person care approach that combines evidence-based therapy, medication management, and overall wellness promotion. We make sure our patients are supported between visits through personalized tools, curated resources, and an easy, always-accessible way to reach out for help. Our interdisciplinary team works together to provide treatment that is comprehensive, coordinated, and individually tailored to each patient’s unique needs and goals.

As a rapidly growing leader in the tele-mental health space, arenaflex is seeking compassionate, detail-oriented, and customer-focused professionals to join our Revenue Cycle Management (RCM) team. If you are passionate about helping people, thrive in a remote work environment, and want to build a meaningful career at the intersection of healthcare and customer service, we invite you to explore this exciting opportunity with us.

Position Overview

We are currently hiring a Remote RCM Customer Service Representative to join our expanding Revenue Cycle Management division. This is a 100% remote position, allowing you to work from the comfort of your home while making a tangible difference in the lives of patients seeking behavioral health support.

As an RCM Customer Service Representative at arenaflex, you will serve as a vital first point of contact for our patients, insurance partners, and referral sources. You will be responsible for providing best-in-class customer service and support, responding to a wide range of inquiries, sharing clear information about our products and services, and professionally resolving patient and provider issues. The ideal candidate will possess excellent communication skills, an empathetic demeanor, and the ability to build positive, trust-based relationships with every caller. This role reports directly to the RCM Customer Service Team Lead and works collaboratively with billing, clinical, and operational teams to ensure a seamless patient experience.

Key Responsibilities

• Answer incoming calls and respond to email inquiries from patients, providers, and insurance representatives within a strict 48-hour turnaround time, ensuring prompt and professional service at every touchpoint.
• Assist customers with a wide variety of requests, including providing information about services, addressing complaints, scheduling and confirming appointments, and resolving billing or account-related issues with empathy and efficiency.
• Collect copays, coinsurance, and deductible payments from patients in a courteous and compliant manner, accurately processing transactions and providing receipts as needed.
• Maintain, update, and verify customer and referral information in the company’s electronic health record and billing systems to ensure data integrity and continuity of care.
• Ensure all patient forms contain complete and accurate billing information, including insurance details, demographic data, and consent documentation.
• Verify insurance eligibility and benefits as needed, working with payors to confirm coverage for behavioral health services.
• Document all customer interactions, inquiries, complaints, and resolutions thoroughly in the customer relationship management (CRM) system to support continuity and quality assurance.
• Collaborate with the broader RCM, billing, and clinical teams to escalate complex issues, follow up on outstanding claims, and provide feedback on recurring patient concerns.
• Stay current on changes in medical insurance procedures, behavioral health billing practices, and company policies to deliver accurate and compliant information to customers.
• Uphold strict patient confidentiality standards in full compliance with HIPAA and all applicable federal and state regulations.

Education and Experience Requirements

This position requires a high school diploma or equivalent as the minimum educational qualification. However, arenaflex prefers candidates who have completed an associate degree or higher in healthcare administration, business, communications, or a related field. Prior customer service experience is considered a strong plus, and any prior exposure to healthcare, medical billing, insurance verification, or revenue cycle management will be highly valued.

Required Skills and Qualifications

• Strong written and verbal communication skills, with the ability to convey information clearly, professionally, and compassionately across phone, email, and chat channels.
• Calm and diplomatic communication style, with the demonstrated ability to interact effectively with patients, co-workers, providers, and visitors—particularly in emotionally sensitive situations.
• Keen attention to detail, especially when reviewing forms, documents, insurance cards, and patient records to ensure all information is accurate, complete, and properly documented.
• Working knowledge of Microsoft Office Suite (Outlook, Word, Excel, Teams) or similar productivity software.
• Proficiency in customer service best practices, with a passion for going above and beyond to deliver exceptional patient experiences.
• Knowledge of medical insurance procedures, including an understanding of copays, deductibles, coinsurance, prior authorizations, and common behavioral health payor guidelines.
• Active listening and comprehension skills, with the ability to fully understand customer needs, ask clarifying questions, and respond thoughtfully.
• Self-motivation and discipline, with the ability to thrive in a fully remote work environment and manage time effectively without direct supervision.
• Reliable high-speed internet connection and a quiet, dedicated home office space conducive to professional phone-based customer service.

Preferred Qualifications

• Excellent communication skills, both written and verbal, with the ability to tailor messaging to diverse audiences.
• Strong customer service skills, with a track record of building and maintaining positive relationships with patients, families, and providers.
• Prior experience in a healthcare, behavioral health, telehealth, or medical billing environment.
• Familiarity with electronic health record (EHR) systems, practice management software, or CRM platforms.
• Bilingual or multilingual abilities, with Spanish fluency being especially valuable to serve arenaflex’s diverse patient population.
• Demonstrated ability to handle high call volumes while maintaining quality, accuracy, and a positive attitude.

Core Competencies for Success

Beyond the technical qualifications listed above, arenaflex seeks candidates who embody the following core competencies:

• Empathy and Compassion: The ability to understand and respond to the emotional needs of patients seeking mental health support.
• Problem-Solving: A proactive mindset with the ability to identify root causes, propose solutions, and follow through to resolution.
• Adaptability: Comfort with change, learning new systems, and adjusting to evolving healthcare regulations and company priorities.
• Team Collaboration: A strong team player who actively contributes to a supportive, respectful, and inclusive remote work culture.
• Integrity and Confidentiality: A deep commitment to ethical behavior and protecting sensitive patient information at all times.

Career Growth and Learning Opportunities at arenaflex

At arenaflex, we believe that our people are our greatest asset, and we are deeply committed to investing in their professional growth and personal development. When you join our team, you gain access to a robust set of career development resources, including:

• Comprehensive paid training programs to set you up for success in your role.
• Ongoing continuing education on behavioral health, medical billing, insurance practices, and compliance topics.
• Mentorship and coaching from experienced RCM and healthcare operations leaders.
• Clear pathways for advancement into senior customer service, team lead, billing specialist, and operational management roles.
• Tuition reimbursement and support for relevant certifications, such as Certified Revenue Cycle Specialist (CRCS) or similar credentials.
• Cross-functional project opportunities that allow you to expand your skills and visibility across the organization.

Work Environment and Company Culture

arenaflex is a purpose-driven, mission-focused organization that values diversity, equity, inclusion, and belonging in everything we do. Our remote-first culture is built on trust, transparency, and collaboration. We celebrate innovation, encourage open communication, and believe that great ideas can come from anywhere. As a fully remote team member, you will enjoy the flexibility of working from home while remaining closely connected to your colleagues through regular virtual team meetings, engagement activities, and open-door leadership access. We are proud to foster a supportive environment where every team member feels valued, heard, and empowered to do their best work.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package that reflects the value of your contributions. While the specific salary will be commensurate with experience and qualifications, our comprehensive benefits package typically includes:

• Competitive base pay with performance-based incentives.
• Comprehensive medical, dental, and vision insurance plans.
• Generous paid time off (PTO), paid holidays, and sick leave.
• 401(k) retirement savings plan with company match.
• Paid training and ongoing professional development opportunities.
• Wellness programs and mental health support resources for employees and their families.
• Home office stipend to support your remote work setup.
• Life and disability insurance coverage.

How to Apply

If you are a customer service professional with a passion for healthcare and a desire to make a meaningful impact in the lives of patients seeking behavioral health support, we would love to hear from you. arenaflex is an equal opportunity employer and welcomes applicants from all backgrounds, experiences, and perspectives. Join us in our mission to expand access to high-quality, culturally appropriate mental health care—one patient interaction at a time.

Take the next step in your career and become part of the arenaflex team. Apply today and help us deliver complete care to those who need it most.