Experienced Bilingual English and Spanish Senior Customer Service Representative - Remote in Mainland USA

At arenaflex, we're dedicated to delivering care and improving health outcomes for millions of people worldwide. As a Senior Customer Service Representative, you'll play a vital role in connecting patients with the care, pharmacy benefits, data, and resources they need to live healthier lives. Join our team and be part of a culture guided by diversity and inclusion, where talented peers, comprehensive benefits, and career development opportunities await.

About arenaflex

arenaflex is a global organization that's committed to advancing health equity on a global scale. 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 passionate about creating a healthier atmosphere, where diversity and inclusion thrive.

Your Role at arenaflex

As a Senior Customer Service Representative, you'll be the face of arenaflex, delivering exceptional customer experiences to patients and their representatives. You'll be responsible for answering a high volume of calls, processing adjustments and refunds, and resolving complex billing issues. Your compassion, empathy, and strong communication skills will make all the difference in building strong relationships with our customers and team members.

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 and Spanish
• 2 years of Customer Service experience or 2 years of experience in a medical office, call-center in healthcare, or office setting in healthcare while 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 train for the first six weeks between Monday and Friday, 9:00 AM – 5:30 PM EST
• Ability to work our normal business hours of 11:30 AM – 8:00 PM EST, Monday – Friday. It may be necessary, given the business need, to work occasional overtime

Preferred Qualifications

* Prior healthcare experience

• Medical terminology experience
• Knowledge of billing/finance and eligibility processes, practices, and concepts
• Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act upon

Telecommuting Requirements

* Reside within Mainland USA

• 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
• If you need to enter a work site for any reason, you will be required to screen for symptoms using the ProtectWell mobile app, Interactive Voice Response (i.e., entering your symptoms via phone system) or a similar UnitedHealth Group-approved symptom screener. When in a UnitedHealth Group building,

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

The hourly range for this role is $16.88 to $33.22 per hour based on full-time employment. Pay is based on several factors, including but not limited to local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable. In addition to your salary, arenaflex offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).

Why Join arenaflex?

At arenaflex, we're passionate about creating a healthier atmosphere, where diversity and inclusion thrive. 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. Join our team and be part of a culture that's guided by diversity and inclusion, where talented peers, comprehensive benefits, and career development opportunities await.

How to Apply

If you're passionate about delivering exceptional customer experiences and making a difference in people's lives, we encourage you to apply for this role. Please visit our website to submit your application. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Drug-Free Workplace

arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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