At arenaflex, we're dedicated 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!
**Job Summary**
As an Experienced Customer Service Representative, you'll be responsible for answering inbound customer service calls related to patient accounting questions. When inbound call volumes are low, you may make outbound follow-up calls on outstanding AR accounts to ensure timely resolution and excellent customer satisfaction. Your exceptional communication skills, empathy, and ability to think critically will enable you to resolve complex issues efficiently and effectively.
**Essential Duties and Responsibilities**
* Answer inbound customer service calls and make some outbound follow-up calls in a professional, service-oriented manner, ensuring timely resolution and excellent customer satisfaction.
* Ascertain the reason for the call and assist the caller with their questions, concerns, or problems, focusing 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.
* Maintain accurate records of customer interactions, including call logs and issue resolutions.
* Collaborate with internal teams to resolve complex issues and ensure seamless customer experiences.
* Participate in ongoing training and development to enhance your skills and knowledge, staying up-to-date on industry trends and best practices.
**Knowledge, Skills, Abilities**
To excel in this role, you'll need:
* Exceptional customer service skills, including effective and efficient problem-solving and analyzing skills.
* A professional and calming tone of voice, with complete command of the English language, free 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, managing 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 and the ability to clearly articulate a response to the customer using appropriate voice modulation.
**Education and Experience**
* 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**
* Ability to sit at a computer terminal for extended periods of time.
**Work Environment**
* Call Center environment with headset and multiple workstations within close proximity.
* Hospital Environment may include direct patient interaction.
**About arenaflex**
As a part of the arenaflex family, we bring 30 years of healthcare industry expertise to clients in more than 135 local regions nationwide. We help our clients strengthen their financial and clinical performance, serve their communities, and succeed at the business of healthcare. arenaflex helps organizations transition from volume to value-based care, enhance the consumer and patient healthcare experience, and improve quality, cost, and access to healthcare. Join us in redefining healthcare services with a competitive benefits package and leadership to take your career to the next step!
**Compensation and Benefits**
* 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.
* arenaflex observed holidays receive time and a half.
* arenaflex offers a 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, arenaflex 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. We are committed to creating an inclusive work environment where everyone feels valued, respected, and empowered to succeed. 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.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you! Apply now to join our remote customer service team and take the first step towards a rewarding career with arenaflex.
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