At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our clients' expectations. As a Bilingual English and Spanish Senior Customer Service Representative, you'll play a vital role in driving success by providing compassionate and personalized support to our customers. If you're fluent in English and Spanish, have a strong passion for customer service, and are eager to grow your career in a dynamic and fast-paced environment, we encourage you to apply.
**About arenaflex**
arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. Our team is guided by diversity and inclusion, and we're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
**Job Summary**
As a Senior Customer Service Representative, you'll be responsible for delivering an exceptional experience to our customers by answering a high volume of calls, processing adjustments, refunds, and transfers, and resolving complex billing issues and customer complaints. You'll also provide support to your team members by serving as a resource or subject matter expert. This is a full-time, remote opportunity that requires a strong and diverse skillset in relevant areas to drive success.
**Key Responsibilities**
* Answer a high volume of calls from patients or their representatives, regarding patient bill balances, payment plans, credit card payments, patient pricing, re-billing insurance companies, and general customer concerns
* Process adjustments, refunds, transfer bills, mail returns, and perform manual sales
* Evaluate and respond to all aspects of written billing inquiries, including but not limited to: billing insurances, and updating invoices
* Research, troubleshoot, and resolve complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
* Maintain tracking log of all escalated patient correspondence, providing status updates to leadership as needed
* Ability to perform all aspects of billing customer service as needed
* May be a certified Medical Coder and/or involved in medical coding
* Thorough navigation of both Quest Billing System and the web
* Maintain all Compliance and HIPAA regulations at all times
**Essential Qualifications**
* High School Diploma/GED
* Must be 18 years of age or older
* 2+ years of customer service experience or 2+ years of experience in a medical office, call center in healthcare, or office setting in healthcare while analyzing and solving customer problems
* Bilingual fluency in English and Spanish
* Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
* Ability to train for the first 6 weeks between the hours of 9:00 AM - 5:30 PM EST from Monday - Friday
* Ability to work any of our full-time, 8-hour shift schedules during our normal business hours of 11:30 AM - 8:00 PM EST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime.
**Preferred Qualifications**
* Prior healthcare experience
* Medical terminology experience
* Knowledge of billing/finance and eligibility processes, practices, and concepts
* Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
**Skills and Competencies**
* Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
* Proficient conflict management skills, including the ability to resolve stressful situations
* Ability to keep all company-sensitive documents secure (if applicable)
* Required to have a dedicated work area established that is separated from other living areas and provides information privacy
* Must live in a location that can receive a UnitedHealth Group-approved high-speed internet connection or leverage an existing high-speed internet service
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Senior Customer Service Representative, you'll have the opportunity to:
* Develop your skills and expertise in customer service, billing, and medical coding
* Work with a talented team of professionals who are passionate about delivering exceptional customer experiences
* Participate in ongoing training and development programs to enhance your knowledge and skills
* Take on new challenges and responsibilities as you grow and develop in your role
* Enjoy a comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan and paid time off
**Work Environment and Company Culture**
As a remote employee, you'll have the flexibility to work from anywhere within the U.S. and enjoy a comfortable and productive work environment. Our company culture is guided by diversity and inclusion, and we're committed to creating a workplace that is welcoming and inclusive for all employees.
**Compensation, Perks, and Benefits**
We offer a competitive salary, ranging from $16.54 to $32.55 per hour, depending on your location and experience. In addition to your salary, you'll enjoy a comprehensive benefits package, including:
* Medical, dental, and vision insurance
* A 401(k) plan with company match
* Paid time off and holidays
* Opportunities for professional development and growth
* A fun and supportive work environment
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply. Don't worry if you don't meet every single requirement – we value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards a rewarding and challenging career with arenaflex.