Customer Service Specialist - Remote Opportunity at arenaflex

Join arenaflex's Dynamic Team and Make a Lasting Impact on Patients' Lives

At arenaflex, we are dedicated to empowering patients to live their best lives by providing full-service home medical equipment products and services. Our team is passionate about delivering exceptional customer experiences, and we are seeking a skilled Customer Service Specialist to join our remote team. If you are a customer-focused individual with a passion for making a difference in people's lives, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading provider of home medical equipment products and services, committed to improving the quality of life for patients and their families. Our team is driven by a shared vision of delivering exceptional customer experiences, and we are constantly seeking innovative ways to improve our services. As a Customer Service Specialist at arenaflex, you will be part of a dynamic team that is passionate about making a positive impact on patients' lives.

Job Summary

As a Customer Service Specialist at arenaflex, you will be responsible for providing exceptional customer service to patients and their families, ensuring that their needs are met and exceeded. You will work in a fast-paced environment, answering inbound calls and making outbound calls to patients, healthcare providers, and insurance companies. Your primary goal will be to ensure that patients receive the medical equipment and services they need to live their best lives.

Key Responsibilities

* Develop and maintain a working knowledge of current products and services offered by arenaflex

• Answer all calls and emails in a timely manner, in adherence to our goals
• Document all call information according to standard operating procedures
• Answer questions about products and services, retail stores, general service line information, and other information as necessary based on customer call needs
• Process orders, route calls to appropriate resources, and follow up on customer calls where necessary
• Review all required documentation to ensure accuracy
• Accurately process, verify, and/or submit documentation and orders
• Complete insurance verification to determine patients' eligibility, coverage, co-insurances, and deductibles
• Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required
• Must be able to navigate through multiple online EMR systems to obtain applicable documentation
• Enter and review all pertinent information in EMR system, including authorizations and expiration dates
• Communicate with Customer Service and Management on an ongoing basis regarding any noticed trends with insurance companies
• Verify insurance carriers are listed in the company's database system, if not, request the new carrier is entered
• Responsible for contacting patients when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process
• Meet quality assurance requirements and other key performance metrics
• Facilitate resolution on customer complaints and problem-solving
• Pays attention to detail and has great organizational skills
• Actively listens to patients and handles stressful situations with compassion and empathy
• Flexible with the actual work and the hours of operation
• Utilize company-provided tools to maintain quality, including but not limited to Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the Medicare Provider Enrollment, Chain, and Ownership System), and "How-To" documents

Competency, Skills, and Abilities

* Excellent customer service skills

• Analytical and problem-solving skills with attention to detail
• Decision-making
• Excellent ability to communicate both verbally and in writing
• Ability to prioritize and manage multiple tasks
• Proficient computer skills and knowledge of Microsoft Office
• Solid ability to learn new technologies and possess the technical aptitude required to understand the flow of data through systems as well as system interaction
• General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred
• Work well independently and as part of a group
• Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative, and work effectively on a team

Requirements

* Minimum Job Qualifications: + High School Diploma or equivalent + One (1) year work-related experience in healthcare administrative, financial, or insurance customer services, claims, billing, call center, or management, regardless of industry + Senior level requires two (2) years of work-related experience and one (1) year of exact job experience + Exact job experience is considered any of the above tasks in a Medicare certified environment

Why Join arenaflex?

* Competitive compensation and benefits package

• Opportunity to work in a dynamic and growing company
• Collaborative and supportive team environment
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options
• Recognition and rewards for outstanding performance
• Comprehensive training and onboarding program
• Access to cutting-edge technology and tools
• Opportunities to make a meaningful impact on patients' lives

How to Apply

If you are a motivated and customer-focused individual with a passion for making a difference in people's lives, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to hearing from you! Apply Now! Apply for this job