Experienced Customer Care Representative – Remote Patient Accounting Support

At arenaflex, we're dedicated to delivering exceptional patient care and financial services to our clients across the nation. As a key member of our remote customer care team, you'll play a vital role in providing timely, first-call resolution to patients and families navigating the complexities of patient accounting. If you're passionate about delivering world-class customer service, possess a calm and professional demeanor, and thrive in a fast-paced, dynamic environment, we invite you to join our team.

Job Summary:

As an Experienced Customer Care 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 minimize delays. Your exceptional communication skills, problem-solving abilities, and attention to detail will enable you to provide seamless support to our clients and their patients.

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 without drops or abandons.

• Ascertain the reason for the call and assist the caller with their questions, concerns, or problems, focusing on timely, first-call resolution. Document all actions during the call in proprietary software.
• Participate in regular 1-on-1s and huddles with leadership to review performance opportunities, provide coaching, and drive continuous improvement.

Knowledge, Skills, Abilities:

To excel in this role, you must possess:

• 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.
• The ability to effectively summarize what transpired on a call in notes, enabling the next team member to pick up where you left off.
• The ability to facilitate conversations with others, establish an understanding of the customer's issue or reason for contact, and provide empathetic support.
• The ability to perform essential job functions with a high degree of independence, flexibility, and creative problem-solving techniques.
• The ability to maintain control of the call by de-escalating issues and instilling confidence that the resolution has been found.
• The ability to function effectively under stress, conflicting demands on time and attention, and sometimes, under duress from difficult personalities.
• The 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 / Experience:

We're seeking candidates with:

• A high school education or equivalent.
• 1-2 years of prior experience in an inbound call center and/or customer service environment, with a strong preference for hospital patient account billing experience or knowledge of 3rd-party reimbursements from insurance companies and government payers.

Physical Demands:

This role requires:

• The ability to sit at a computer terminal for extended periods of time.

Work Environment:

As a remote customer care representative, you'll work in a call center environment with a headset and multiple workstations within close proximity. You may also interact with patients and families in a hospital environment.

About arenaflex:

As a leading provider of healthcare services, arenaflex brings 30 years of industry expertise to clients across the nation. We help our clients strengthen their financial and clinical performance, serve their communities, and succeed in the business of healthcare. Our solutions focus on transitioning from volume to value-based care, enhancing the consumer and patient healthcare experience, and improving quality, cost, and access to healthcare.

Compensation and Benefits:

We offer a competitive compensation package, including:

• Pay: $14.50 - $21.80 per hour, depending on location, qualifications, and experience.
• A signing bonus for qualified new hires, subject to employment status.
• Conifer observed holidays receive time and a half.
• A comprehensive benefits package, including medical, dental, vision, disability, and life insurance.
• Paid time off (vacation & sick leave) – minimum of 12 days per year, accrued at a rate of approximately 1.84 hours per 40 hours worked.
• A 401(k) plan with up to 6% employer match.
• 10 paid holidays per year.
• Health savings accounts, healthcare & dependent flexible spending accounts.
• An Employee Assistance program, Employee discount program.
• Voluntary benefits, including pet insurance, legal insurance, accident and critical illness insurance, long-term care, elder & childcare, AD&D, auto & home insurance.
• Paid leave in accordance with Colorado's Healthy Families and Workplaces Act for Colorado employees.

Join our team:

If you're passionate about delivering exceptional customer service, possess a calm and professional demeanor, and thrive in a fast-paced, dynamic environment, we invite you to apply for this exciting opportunity. As a member of our remote customer care team, you'll have the chance to make a meaningful impact on the lives of patients and families, while advancing your career in a supportive and inclusive environment.

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