**Job Description:**
About arenaflex
arenaflex is a leading biomedical research, treatment, and educational institution dedicated to the prevention and cure of cancer and other life-threatening diseases. Guided by a compassionate, patient-centered philosophy, arenaflex has been a beacon of hope for over a century, providing innovative solutions to some of the world's most pressing health challenges.
Founded in 1913 and headquartered in Duarte, California, arenaflex is a remarkable non-profit institution where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. As a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, arenaflex is at the forefront of cancer treatment and research, developing and implementing standards of care for cancer treatment.
Job Summary:
We are seeking an experienced Customer Service Representative to join our team at arenaflex. As a key member of our Patient Business Office, you will be responsible for handling and resolving all guarantor/patient billing inquiries, providing exceptional customer service, and ensuring timely resolution of patient complaints and grievances. If you are a customer service professional with a passion for delivering outstanding patient care, we encourage you to apply for this exciting opportunity.
Key Responsibilities:
- Responds to all incoming customer service patient inquiries (telephone, fax, mail, and web-based patient portal), complaints, or issues regarding patient billing and collections for arenaflex Medical Center and/or Medical Foundation, either responding directly or referring the problem to an appropriate resource for resolution.
- Initiates proactive measures that result in account resolution, including written and verbal follow-up correspondence with patients, colleagues, and managers.
- Performs all guarantor/patient customer service Medical Center and Medical Foundation related patient billing and handles patient/guarantor billing/claim inquiries, processing patient payments, establishing patient payment agreements for payment plans, updating patient's demographic and/or insurance updates, processing statement requests, taking corrective action(s) to address patient inquiry, including resolving account disposition.
- Post adjustments credit and/or debit to patient accounts, if required. Reviews necessary billing information and documents required by various third parties/patients prior to the processing of claim and/or statements. If rebilling is required, refer to appropriate staff in the Business Office for processing on any outstanding payor/insurance reimbursement issues.
- Conducts all patient/guarantor correspondence account follow-up and documents in work queues to ensure adherence to arenaflex Patient Business Office standards. Performs basic data functions such as address updates, certified mail acknowledgement, and other miscellaneous tasks associated with correspondence management.
- Open, sort, and distribute mail twice a day.
- Provides backup support for Self-Pay Account Following staff for any cross-coverage required, overflow, as defined by Manager, Patient Business Office.
- Participates in programs and in using tools in support of building a high-performance culture via the arenaflex standard responsibilities (e.g., performance measurement, people development, customer relationship management, etc.).
- Service quality and work quality to meet required arenaflex, state, and federal rules and regulations.
- Maintains established productivity levels for the unit.
- Maintains a positive customer service image when dealing with staff, patients, physicians, arenaflex employees, insurance companies, and other outside vendors. Supports the success of a high-performing customer patient-centric organization by helping to champion and drive arenaflex vision, to foster an environment in which continuous improvement in business processes and services is welcomed and recognized.
- Follows established arenaflex and department policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, including adherence to the workplace Code of Conduct and Compliance Plan. Practices a high level of integrity and honesty in maintaining confidentiality.
- Performs other related duties as assigned or requested.
Basic Education, Experience, and Skills Required for Consideration:
- High School Diploma or equivalent.
- Experience may substitute for minimum education requirements.
- At least 3 years prior customer service experience in a healthcare system (academic, hospital, and/or hospital, ambulatory setting).
Career Growth Opportunities and Learning Benefits:
As a valued member of our team, you will have access to a range of career growth opportunities and learning benefits, including:
- Professional development and training programs to enhance your skills and knowledge.
- Opportunities for advancement and career progression within the organization.
- A supportive and collaborative work environment that fosters continuous learning and improvement.
- Access to cutting-edge technology and resources to support your work.
Work Environment and Company Culture Highlights at arenaflex:
arenaflex is committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. We offer a range of benefits and perks, including:
- A comprehensive benefits package, including medical, dental, and vision coverage.
- A 401(k) retirement savings plan with employer matching.
- Generous paid time off and holidays.
- A range of wellness programs and resources to support your physical and mental health.
- A commitment to diversity, equity, and inclusion, with opportunities for professional development and growth.
Compensation, Perks, and Benefits:
We offer a competitive salary and benefits package, including:
- A salary range of $45,000 - $60,000 per year, depending on experience.
- A comprehensive benefits package, including medical, dental, and vision coverage.
- A 401(k) retirement savings plan with employer matching.
- Generous paid time off and holidays.
- A range of wellness programs and resources to support your physical and mental health.
How to Apply:
If you are a customer service professional with a passion for delivering outstanding patient care, 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!
About arenaflex:
arenaflex is a leading biomedical research, treatment, and educational institution dedicated to the prevention and cure of cancer and other life-threatening diseases. Guided by a compassionate, patient-centered philosophy, arenaflex has been a beacon of hope for over a century, providing innovative solutions to some of the world's most pressing health challenges.
Equal Opportunity Employer:
arenaflex is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
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