**Join arenaflex, a global organization that delivers care, aided by technology to help millions of people live healthier lives.**
At arenaflex, we believe that everyone deserves the opportunity to live their healthiest life, regardless of their background or circumstances. Our mission is to help people live healthier lives and make the health system work better for everyone. We're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
As a Senior Customer Service Representative, you'll play a critical role in helping us achieve our mission. You'll be part of a team that's dedicated to connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Our culture is guided by diversity and inclusion, and we're passionate about creating a workplace that's welcoming and inclusive for everyone.
**About the Role:**
This is a full-time position that requires a high level of customer service expertise, particularly in handling complex billing inquiries and resolving customer complaints. You'll be working remotely from anywhere within the U.S., and you'll have the flexibility to manage your work schedule to meet the needs of our customers.
**Primary 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
**Required Qualifications:**
* High School Diploma/GED
* Must be 18 years of age or older
* Bilingual fluency in English/Spanish
* 2 years of customer service experience OR experience in a medical office, health care 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 Monday-Friday, 11:30AM-08:00PM EST
* Ability to train for the first six weeks between Monday-Friday, 09:00AM-05:30PM EST
**Preferred Qualifications:**
* Prior health care experience
* Medical terminology experience
* Knowledge of billing/finance and eligibility processes, practices, and concepts
* Proficient in translating health care-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon
**Telecommuting Requirements:**
* 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
**Compensation and Benefits:**
* Hourly range for this role is $16.54 to $32.55 per hour (California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, Washington, D.C., Maryland Residents Only)
* Comprehensive benefits package, including medical, dental, and vision insurance
* Incentive and recognition programs
* Equity stock purchase
* 401k contribution (all benefits are subject to eligibility requirements)
**Application Deadline:**
This job posting will be live for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
**Why Join arenaflex?**
* We're a global organization that's dedicated to making a difference in people's lives
* We offer a comprehensive benefits package, including medical, dental, and vision insurance
* We're committed to diversity and inclusion, and we're passionate about creating a workplace that's welcoming and inclusive for everyone
* We offer opportunities for career growth and development
* We're a company that's committed to making a positive impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.
**How to Apply:**
If you're passionate about customer service and want to make a difference in people's lives, we encourage you to apply for this role. Please submit your application through the link below:
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