At arenaflex, we are dedicated to empowering patients to live their best lives by providing full-service home medical equipment products and services. As a leading provider in the healthcare industry, we are actively seeking a highly skilled and compassionate Customer Service Specialist to join our team. If you are passionate about delivering exceptional customer experiences and making a profound impact on patients' lives, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a dynamic and innovative company that is committed to revolutionizing the way patients receive medical equipment and services. Our mission is to provide personalized care and support to our patients, enabling them to live independently and with dignity. With a strong focus on customer satisfaction, we strive to build long-lasting relationships with our patients and their families.
**Job Summary**
As a Customer Service Specialist at arenaflex, you will play a vital role in ensuring that our patients receive exceptional service and support. You will be responsible for handling inbound and outbound calls, responding to customer inquiries, and resolving issues in a timely and professional manner. Your excellent communication skills, attention to detail, and ability to work in a fast-paced environment will make you an invaluable asset to our team.
**Key Responsibilities**
* Develop and maintain a working knowledge of current products and services offered by arenaflex
* Answer all calls and emails in a timely manner, adhering to our high standards of customer service
* Document all call information according to standard operating procedures
* Answer questions about products and services, retail stores, general service line information, and other information as necessary based on customer call needs
* Process orders, route calls to appropriate resources, and follow up on customer calls where necessary
* Review all required documentation to ensure accuracy
* Accurately process, verify, and/or submit documentation and orders
* Complete insurance verification to determine patient's eligibility, coverage, co-insurances, and deductibles
* Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required
* Must be able to navigate through multiple online EMR systems to obtain applicable documentation
* Enter and review all pertinent information in EMR system, including authorizations and expiration dates
* Communicate with Customer Service and Management on an ongoing basis regarding any noticed trends with insurance companies
* Verify insurance carriers are listed in the company's database system, if not request the new carrier is entered
* Responsible for contacting patients when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process
* Meet quality assurance requirements and other key performance metrics
* Facilitate resolution on customer complaints and problem-solving
* Pays attention to detail and has great organizational skills
* Actively listens to patients and handles stressful situations with compassion and empathy
* Flexible with actual work and hours of operation
* Utilize company-provided tools to maintain quality, including but not limited to Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the Medicare Provider Enrollment, Chain, and Ownership System), and "How-To" documents
**Competency, Skills, and Abilities**
* Excellent customer service skills
* Analytical and problem-solving skills with attention to detail
* Decision-making
* Excellent ability to communicate both verbally and in writing
* Ability to prioritize and manage multiple tasks
* Proficient computer skills and knowledge of Microsoft Office
* Solid ability to learn new technologies and possess the technical aptitude required to understand the flow of data through systems as well as system interaction
* General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred
* Work well independently and as part of a group
* Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative, and work effectively on a team
**Requirements**
* Minimum Job Qualifications:
+ High School Diploma or equivalent
+ One (1) year work-related experience in healthcare administrative, financial, or insurance customer services, claims, billing, call center, or management regardless of industry
+ Senior level requires two (2) years of work-related experience and one (1) year of exact job experience
+ Exact job experience is considered any of the above tasks in a Medicare certified environment
**Work Environment and Company Culture**
arenaflex is committed to creating a positive and inclusive work environment that fosters growth, innovation, and collaboration. Our team is dedicated to delivering exceptional customer experiences and making a meaningful impact on patients' lives. As a Customer Service Specialist, you will have the opportunity to work in a fast-paced and dynamic environment, where no two days are the same. You will be supported by a talented team of professionals who share your passion for delivering exceptional service and making a difference in the lives of our patients.
**Career Growth Opportunities and Learning Benefits**
arenaflex is committed to investing in the growth and development of our employees. As a Customer Service Specialist, you will have access to a range of training and development opportunities, including:
* Comprehensive onboarding program
* Ongoing training and coaching
* Opportunities for professional growth and advancement
* Access to industry-leading technology and tools
* Collaborative and supportive work environment
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* Competitive salary
* Comprehensive benefits package
* Paid time off and holidays
* Opportunities for professional growth and advancement
* Collaborative and supportive work environment
**How to Apply**
If you are a motivated and compassionate individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual's race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination.
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