Join arenaflex, a global organization that delivers care, aided by technology to help millions of people live healthier lives. As a Customer Service Representative, you'll play a vital role in directly improving health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Here, you'll find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale.
**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. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.
**Job Summary**
As a Customer Service Representative, you'll compassionately deliver an exceptional experience to between 50 to 70 callers per day, always remembering that there is a real person on the other end of the phone who is looking for help, guidance, and support. You'll also provide support to your team members by serving as a resource or subject matter expert. This is a full-time position, Monday – Friday, with flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30AM – 5:00PM PST. It may be necessary, given the business need, to work occasional overtime.
**Primary Responsibilities**
* Answer a high volume of calls from patients or their representative, 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
**Required Qualifications**
* High School Diploma/GED
* Must be 18 years of age or older
* 1+ years of customer service experience OR experience in a medical office, healthcare call-center, or office setting analyzing and solving customer problems
* Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications
* Ability to work full time, Monday – Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 8:30AM – 5:00PM PST. It may be necessary, given the business need, to work occasional overtime.
**Preferred Qualifications**
* Prior healthcare experience
* Bilingual English/Spanish – must be fluent in Spanish, including medical terminology
* 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
**Telecommuting Requirements**
* Reside within Pacific Time Zone
* 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.
**Soft Skills**
* 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
* All employees working remotely will be required to adhere to arenaflex’s Telecommuter Policy
**Career Growth Opportunities and Learning Benefits**
You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. arenaflex offers 6 weeks of on-the-job training. The hours of training will be aligned with your schedule. You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
**Work Environment and Company Culture Highlights at arenaflex**
arenaflex is a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.
**Compensation, Perks, and Benefits**
arenaflex offers a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with arenaflex, you’ll find a far-reaching choice of benefits and incentives. California, Nevada, or Washington Residents Only: The hourly range for this role is $16.00 to $28.27 per hour. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable.
**Diversity and Inclusion**
arenaflex is an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
**How to Apply**
Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply now to become a part of arenaflex's team and start making a difference in the lives of millions of people.