Experienced Financial Care Specialist I – Patient Financial Services & Customer Experience

About arenaflex

arenaflex stands at the forefront of healthcare excellence, consistently recognized for delivering the highest-quality patient care and creating an exceptional workplace culture. For nearly two decades, arenaflex has been honored with the National Research Corporation's Consumer Choice Award, a testament to our unwavering commitment to the communities we serve. Our organization has also been celebrated as a Workplace of the Year, reflecting the deep engagement, pride, and dedication of our team members. At arenaflex, you will discover an environment where professional growth, compassionate service, and innovation intersect to create meaningful careers. We are proud to have been named one of America’s Best Hospitals by U.S. News and World Report, and we continue to set the standard for excellence in patient care, employee satisfaction, and operational integrity.

Joining arenaflex means becoming part of a dynamic, inclusive, and culturally diverse team that is passionate about making a difference. Our staff reflects the communities we serve, and we believe that diversity of thought, background, and experience drives the innovation that keeps us at the cutting edge of healthcare. If you are looking for a career where your skills are valued, your contributions matter, and your potential is nurtured, arenaflex is the place for you.

Position Overview

We are currently seeking a dedicated and detail-oriented Financial Care Specialist I – Customer Service to join our Patient Financial Services team. This role is ideal for a customer-focused professional with experience in hospital billing, professional billing, and collections who thrives in a fast-paced, patient-centered environment. As a Financial Care Specialist at arenaflex, you will play a critical role in supporting our patients through the financial aspects of their healthcare journey, ensuring that every interaction is handled with empathy, accuracy, and professionalism.

Working under general supervision and following established practices, policies, and guidelines, you will provide patient relations support to the Patient Financial Services department. Your primary responsibilities will include identifying, analyzing, resolving, and responding to customer inquiries, concerns, and issues, while following up on accounts to ensure timely payment and resolution. This position requires advanced knowledge of specialized functions and a comprehensive understanding of the revenue cycle. You will work independently, demonstrate strong customer service skills, and collaborate effectively with patients to deescalate issues quickly, think critically, and leverage our systems to achieve maximum customer satisfaction.

Key Responsibilities

• Apply detailed knowledge of and adhere to all hospital and department policies and procedures, including those related to Protected Health Information (PHI) and the Patient Financial Services employee handbook.
• Demonstrate comprehensive knowledge of arenaflex’s core patient accounting systems and department-specific systems, using them effectively and efficiently to manage account activities.
• Effectively monitor assigned work queues and workload, ensuring the resolution of accounts in a timely and accurate manner. Take initiative on issues and problems by escalating them to the supervisor when necessary.
• Adhere to the documentation standards of the department. Accurately use activity codes, ensure notes are clear and concise, correctly enter data in all required fields, and maintain acceptable levels of speed and accuracy.
• Complete all necessary research and account follow-up activities to resolve inquiries and customer complaints, ensuring that resolutions meet the patient’s needs and exceed expectations.
• Respond to patient, insurance company, and other authorized third-party inquiries, including returning calls and conducting research needed to bring accounts to final resolution.
• Negotiate and document payment plans within established policies, working collaboratively with patients to find sustainable solutions.
• Achieve timely and accurate account collection for hospital and professional services. Initiate collection calls to patients and insurance companies to collect on unresolved accounts, maintain Accounts Receivable (A/R) per department protocol, and review accounts on a continuing basis.
• Refer uncollectible accounts to collection agencies or attorneys on a timely basis, ensuring accounts are routed to the appropriate work queue for approval.
• Respond timely, effectively, and appropriately to all deliverables and organizational priorities.
• Share knowledge, time, and expertise to assist other members of the team, fostering a collaborative and supportive work environment.
• Ensure that all practices and procedures are inclusive of interpersonal and cultural diversity, reflecting arenaflex’s commitment to equity and inclusion.
• Identify and respond appropriately to both internal and external customer needs using available resources, demonstrating a solutions-oriented mindset.

Essential Qualifications

• Education: High School Diploma or GED is required. An Associate’s degree in Business Administration or a related major, or college-level coursework in finance, business, or health insurance is strongly preferred.
• Experience: A minimum of one (1) year of hospital billing, professional billing, and/or collections experience is required, along with demonstrated customer service and call center experience.

Preferred Qualifications and Skills

• Strong analytical and prioritization skills, with the ability to manage multiple accounts and inquiries simultaneously.
• Comprehensive understanding of payor contracts, billing practices, and collections policies.
• Excellent communication skills, both verbal and written, with the ability to explain complex financial information in a clear and compassionate manner.
• Proven ability to deescalate challenging situations and maintain composure under pressure.
• Demonstrated proficiency in patient accounting systems and technology platforms.
• Strong attention to detail and commitment to accuracy in documentation and data entry.
• Ability to work independently while contributing to a collaborative team environment.
• Cultural competency and a commitment to serving diverse patient populations with respect and empathy.

Career Growth and Development Opportunities

At arenaflex, we believe in investing in our employees’ growth and development. As a Financial Care Specialist I, you will have the opportunity to expand your knowledge of the revenue cycle, develop specialized expertise in patient financial services, and cross-train in other revenue cycle functions to provide backup coverage. This cross-functional exposure will broaden your skill set and prepare you for advancement into senior specialist roles, team leadership positions, or other areas within the organization. arenaflex is committed to supporting continuing education, professional certifications, and career advancement pathways for all team members.

Work Environment and Company Culture

arenaflex fosters a workplace culture built on respect, collaboration, innovation, and excellence. We are proud to be recognized as a top employer, and we attribute this achievement to the dedication and passion of our staff. Our work environment is inclusive, dynamic, and supportive, with a strong emphasis on teamwork, open communication, and mutual respect. We celebrate diversity in all its forms and are committed to creating a workplace where every team member feels valued, heard, and empowered to contribute their best work. At arenaflex, you will find colleagues who are not only accomplished professionals but also compassionate individuals dedicated to making a positive impact on the lives of our patients and communities.

Compensation and Benefits

arenaflex offers a comprehensive and competitive benefits package designed to support the health, well-being, and financial security of our employees. Our benefits include:

• Comprehensive healthcare insurance (medical, dental, and vision)
• Generous paid vacation and leave policies
• 403(b) retirement savings plan with employer contributions
• Competitive compensation with opportunities for performance-based advancement
• Professional development and continuing education support
• A diverse, inclusive, and engaging workplace culture

The expected pay range for this position is $24.34 to $36.51 per hour, based on experience, qualifications, and departmental considerations.

Why Join arenaflex?

When you join arenaflex, you become part of an organization that is more than just a workplace — you become part of a mission. Our commitment to providing the highest-quality care to our patients is matched only by our commitment to the well-being and growth of our employees. We take pride in hiring the best talent and providing them with the resources, support, and opportunities they need to thrive. Our accomplished staff reflects the culturally and ethnically diverse community we serve, and they are proof of our unwavering dedication to creating a dynamic, inclusive environment that fuels innovation and excellence.

If you are a motivated, customer-focused professional with a passion for healthcare and a commitment to service, we invite you to explore this exciting opportunity. Bring your skills, your compassion, and your ambition to arenaflex, and discover what it means to be part of an award-winning team that is transforming the future of healthcare.

Apply Today

Take the next step in your career and join a team that values your contributions, supports your growth, and celebrates your success. arenaflex is an equal opportunity employer committed to diversity and inclusion in all aspects of employment. We look forward to welcoming you to our team and supporting you on your professional journey.