Experienced Customer Care Specialist - FULLY REMOTE IN US

At arenaflex, we're revolutionizing the way medical providers and payers manage their billing and payment processing needs. As a leader in Digital Transaction Processing, we're committed to delivering innovative solutions that streamline operations, improve payment cycles, and reduce frictional costs. With a strong focus on customer satisfaction, we're seeking an experienced Customer Care Specialist to join our team and provide top-notch support to our clients.

About arenaflex

arenaflex is a cutting-edge company that's changing the face of medical billing and payment processing. With a network of over 1,500,000+ submitters and 5,000+ Workers' Compensation, Group Health, and Auto Medical payers nationwide, we're the leading connectivity solution in the market. Our Client Support Division is world-class, and we're looking for a talented individual to join our team and help us deliver exceptional customer service.

Job Summary

As a Customer Care Specialist at arenaflex, you'll be responsible for providing support to new and existing payers and providers with account setup, maintenance, and acceptance and delivery of medical bills, payments, and/or other insurance-related processes. This includes direct interaction with our clients' business and technical resources, as well as internal arenaflex staff. You'll be the primary point of contact for customers, responding to inquiries via phone or email, and escalating and monitoring issues that require coordination and follow-up with internal departments and external business partners.

Key Responsibilities

* Respond to customer inquiries via phone or email, providing timely and effective solutions to their issues

• Escalate and monitor issues that require coordination and follow-up with internal departments and external business partners
• Create and monitor all Code Red (escalated/critical) issues to determine if and what type of communication is warranted, whether internal or external
• Reproduce issues on behalf of customers and assist in verifying fixes, account setup, etc.
• Accurately document all communications, research documentation, and any relevant information in the Client Support ticketing system (Zendesk)
• Evaluate and resolve problems in a timely, efficient manner
• Consistently provide customers with status updates for any outstanding inquiries and issues
• Direct and escalate requests internally for unresolved issues
• Obtain all relevant information with a strong level of detail to effectively handle inquiries
• Develop and maintain rapport with customers
• Identify trends for process improvement
• Perform all other duties as requested by management

Skills and Experience Required

* Strong advocate of customer service principles and practices

• 3+ years of experience in a call center or customer care environment
• Experience with medical billing
• Proficiency with Microsoft Office Suite Products
• Proven technical experience
• Demonstrated troubleshooting and analytical skills
• Exceptional multitasking skills required
• Verbal and written communication skills MUST be professional and polished

Desired Competencies

* Strong sense of urgency in addressing and responding to issues

• Excellent interpersonal and communication skills
• Adaptive listening skills with the ability to translate layman issues to technical staff and vice versa
• Thorough attention to detail and accuracy
• Ability to effectively multi-task and prioritize issues and requests
• Ability to work independently with minimal supervision but can also thrive and interoperate within a dynamic team environment with limited structure
• Understanding of the workers' compensation and/or group health insurance industry
• Experience with X-12 File formats a plus
• Experience working in an online customer service ticketing system for email and phone inquiries is a plus
• Bi-lingual (Spanish) a plus

Other

* Location: Remote or Concord, CA corporate office

• Reports to: Client Support Supervisor
• No Direct Reports
• Full-time position
• Hourly/Non-Exempt

Why Join arenaflex?

* Opportunity to work with a cutting-edge company that's changing the face of medical billing and payment processing

• Collaborative and dynamic team environment with a strong focus on customer satisfaction
• Comprehensive training and development programs to help you grow and succeed in your career
• Competitive compensation and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
• Flexible work arrangements, including remote work options and flexible hours
• Opportunity to work with a diverse range of clients and projects, including medical providers and payers

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! Apply for this job