Experienced Customer Service Representative - Remote Healthcare Support

At arenaflex, we're committed to delivering exceptional patient care and support to our clients across the nation. As a key member of our remote customer service team, you'll play a vital role in ensuring our patients receive the highest level of service and support. If you're passionate about delivering outstanding customer experiences and have a knack for problem-solving, we want to hear from you!

About arenaflex

arenaflex is a leading healthcare solutions provider, dedicated to helping our clients strengthen their financial and clinical performance, serve their communities, and succeed in the business of healthcare. With over 30 years of industry expertise, we've established a reputation for delivering innovative solutions that improve quality, cost, and access to healthcare. As a member of our team, you'll have access to a competitive benefits package, leadership opportunities, and the resources you need to redefine healthcare services.

Job Summary

We're seeking an experienced Customer Service Representative to join our remote team, providing exceptional support to patients and families across the nation. As a Customer Service Representative, you'll be responsible for answering inbound customer service calls related to patient accounting questions, making outbound follow-up calls on outstanding AR accounts, and providing timely and effective resolutions to customer concerns. If you're a customer-focused individual with a passion for delivering outstanding service, we encourage you to apply!

Essential Duties and Responsibilities

As a Customer Service Representative, you'll be responsible for:

• Answering inbound customer service calls and making some outbound follow-up calls in a professional, service-oriented manner, ensuring timely resolution of customer concerns
• Ascertain the reason for the call and assist the caller with their questions, concerns, or problems, with a focus on first call resolution
• Facilitate resolution by referring the matter to the issue/content expert, escalating the matter to a supervisor, requesting the appropriate information, or taking appropriate action to ensure effective resolution
• Other duties as assigned by management

Knowledge, Skills, Abilities

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Exceptional customer service skills, including effective and efficient problem-solving and analyzing skills
• Professional and calming tone of voice, with complete command of the English language, free of use of inappropriate grammar
• Ability to facilitate conversations with others and establish an understanding of the customer's issue/reason for contact
• Ability to perform essential job functions with a high degree of independence, flexibility, and creative problem-solving techniques
• Ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found
• Ability to function effectively under stress, conflicting demands on time and attention, and sometimes, under duress from difficult personalities
• Ability to interpret and apply reimbursement aspects of managed healthcare contracts
• Attentive listening skills
• Ability to clearly articulate a response to the customer using appropriate voice modulation

Education/Experience

To be considered for this role, you should have:

• High school education or the equivalent
• 1-2 years prior experience in an inbound call center and/or customer service environment; hospital patient account billing with experience or knowledge of 3rd party reimbursements from insurance companies and government payers is a plus

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Ability to sit at a computer terminal for extended periods of time

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Call Center environment with headset and multiple workstations within close proximity
• Hospital Environment may include direct patient interaction

Compensation and Benefits

As a valued member of our team, you'll enjoy a competitive compensation package, including:

• Pay: $15.80 - $23.70 per hour, depending on location, qualifications, and experience
• Position may be eligible for a signing bonus for qualified new hires, subject to employment status
• Conifer observed holidays receive time and a half
• Comprehensive benefits package, including medical, dental, vision, disability, and life insurance
• Paid time off (vacation & sick leave) - min of 12 days per year, accrue at a rate of approximately 1.84 hours per 40 hours worked
• 401k with up to 6% employer match
• 10 paid holidays per year
• Health savings accounts, healthcare & dependent flexible spending accounts
• Employee Assistance program, Employee discount program
• Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, AD&D, auto & home insurance
• For Colorado employees, Conifer offers paid leave in accordance with Colorado's Healthy Families and Workplaces Act

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. Employment practices will not be influenced or affected by an applicant's or employee's race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status, or any other legally protected status. Tenet will make reasonable accommodations for qualified individuals with disabilities unless doing so would result in an undue hardship.

How to Apply

If you're a customer-focused individual with a passion for delivering outstanding service, we encourage you to apply for this exciting opportunity! Please visit our website to submit your application: Apply Job! Apply for this job