Experienced Customer Service Representative - Central Billing Office

Join arenaflex, a leading healthcare organization, as a Customer Service Representative in our Central Billing Office, located in Boynton Beach, FL. As a key member of our team, you will play a vital role in providing exceptional customer service to our patients, ensuring their satisfaction and trust in our organization.

About arenaflex

arenaflex is a renowned healthcare organization dedicated to delivering high-quality patient care and exceptional service. Our commitment to innovation, compassion, and excellence has earned us a reputation as a leader in the industry. As a Customer Service Representative, you will be part of a dynamic team that shares our values and is passionate about making a difference in the lives of our patients.

Job Responsibilities

As a Customer Service Representative, you will be responsible for:

• Acting as a primary contact for patients who have questions about their balances, benefits, and insurance
• Answering phone calls and/or electronic messages and following up on issues, which may include submitting bills, calling insurance, correcting information, making outbound calls to patients, and entering detailed information in the billing system as assigned by management
• Following established protocols/scripts and handling issues in prescribed timelines, while using independent judgment to resolve patient inquiries and maintain high levels of patient satisfaction
• Establishing and maintaining effective relationships with patients and their families via active listening, empathy, rapport, courtesy, and professionalism
• Performing other related duties as assigned, including billing tasks, such as answering calls, logging call data into Customer Relationship Management (CRM) software, entering data, making outbound calls to patients, and following up on open issues
• Providing input on system edits, processes, policies, and billing procedures to ensure high levels of patient satisfaction and reduced call volume
• Performing daily tasks in assigned work queues and according to manager assignments
• Identifying payer and provider credentialing issues and addressing them with management
• Following workflows provided in training classes and requesting additional training, management assistance, and medical coding expertise as needed
• Utilizing CBO Pathway and Resources guide to determine the actions needed to resolve patient balances and/or questions
• Entering account notes using standard formatting in Epic CRM and/or other systems
• Reviewing unpaid balances and unresolved patient inquiries and making outbound calls to patients following established protocols
• Ensuring that items in assigned work queue(s) are resolved within required timeframes using payer website, billing systems, and CBO pathways
• Adhering to general practices, operational policies and procedures, FGP guidelines on compliance issues and patient confidentiality, and regulatory requirements
• Communicating with providers, patients, coders, collection agencies, or other responsible persons to ensure that claims are correctly processed by third-party payers
• Working closely with provider offices on patient issues
• Maintaining continuous open communication with management via chat, email, phone calls, and in person
• Attending assigned work groups, meetings, and required training classes
• Reading and applying policies and procedures to make appropriate decisions
• Cross-covering other areas in the office as assigned by management, including Accounts Receivable/Denials or Authorizations

Minimum Qualifications

To qualify for this role, you must have:

• A High School Diploma or GED
• Experience in customer service, medical billing, accounts receivable, insurance, or related duties
• English usage, grammar, and spelling skills
• Basic math skills
• 2 years of experience in a similar role
• Light, accurate keyboarding skills (candidates must receive a score of at least 35 words per minute (wpm) on the typing assessment that will be administered prior to onboarding)
• Good customer service skills
• Ability to pass a customer service scenario assessment prior to onboarding

Preferred Qualifications

While not required, the following qualifications are preferred:

• Epic systems experience
• Microsoft Office experience
• Strong PC skills
• Recent experience in a major inbound call center
• Foreign language skills
• Some knowledge of CPT and ICD10
• Some knowledge of Healthcare/Professional Billing Revenue Cycle

Required Skills and Competencies

To succeed in this role, you will need:

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize tasks effectively
• Strong problem-solving and analytical skills
• Ability to maintain confidentiality and handle sensitive information
• Strong attention to detail and organizational skills
• Ability to work independently and as part of a team
• Strong customer service skills and a patient-centered approach

Career Growth Opportunities and Learning Benefits

As a Customer Service Representative at arenaflex, you will have opportunities to:

• Develop your skills and knowledge in customer service, medical billing, and healthcare
• Work with a dynamic team that shares our values and is passionate about making a difference in the lives of our patients
• Participate in ongoing training and development programs to enhance your skills and career prospects
• Take on new challenges and responsibilities as you grow and develop in your role
• Enjoy a comprehensive benefits package, including health insurance, retirement savings, and paid time off

Work Environment and Company Culture

arenaflex is committed to creating a work environment that is inclusive, supportive, and empowering. As a Customer Service Representative, you will be part of a team that values:

• Diversity and inclusion
• Collaboration and teamwork
• Innovation and creativity
• Continuous learning and development
• Patient-centered care and customer satisfaction
• Excellence and quality in all aspects of our work

Compensation, Perks, and Benefits

arenaflex offers a comprehensive benefits package, including:

• Competitive salary and bonus structure
• Comprehensive health insurance, including medical, dental, and vision coverage
• Retirement savings plan, including 401(k) and matching contributions
• Paid time off, including vacation, sick leave, and holidays
• Employee resources groups for peer support and networking
• Access to our holistic employee wellness program, which focuses on seven key areas of well-being: physical, mental, nutritional, sleep, social, financial, and preventive care
• Opportunities for career growth and development, including training and education programs

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application online, including your resume and cover letter, to be considered for this role.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and committed to inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration. We require applications to be completed online. Apply for this job