Experienced Bilingual English and Spanish Senior Customer Service Representative – National Remote Opportunity at arenaflex

Are you a highly motivated and compassionate individual with a passion for delivering exceptional customer experiences? Do you possess strong communication skills in both English and Spanish, and a proven track record of success in customer-facing roles? If so, we invite you to join our dynamic team at arenaflex as a Senior Customer Service Representative! At arenaflex, we're committed to providing our customers with the highest level of service and support, and we're seeking a talented and dedicated individual to join our team. As a Senior Customer Service Representative, you'll play a critical role in delivering an exceptional experience to our customers, while also providing support to your team members and serving as a resource or subject matter expert.

About arenaflex

arenaflex is a global organization that delivers care, aided by technology to help millions of people live healthier lives. Our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone – of every race, gender, sexuality, age, location, and income – deserves the opportunity to live their healthiest life. At arenaflex, we're committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Work Environment and Company Culture

As a Senior Customer Service Representative at arenaflex, you'll enjoy a modern work style with a fully remote opportunity. You'll have the flexibility to telecommute from anywhere within the U.S., while still being part of a dynamic and supportive team. Our company culture is guided by diversity and inclusion, and we're committed to creating a workplace where everyone feels valued, respected, and empowered to succeed.

Key Responsibilities

As a Senior Customer Service Representative, you'll be responsible for:

• Answering 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
• Processing adjustments, refunds, transfer bills, mail returns, and performing manual sales
• Evaluating and responding to all aspects of written billing inquiries, including but not limited to: billing insurances, and updating invoices
• Researching, troubleshooting, and resolving complex billing issues and customer complaints, taking all steps to resolve and ensure full resolution
• Maintaining tracking logs 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 certified Medical Coder and/or involved in medical coding
• Thorough navigation of both Quest Billing System and the web
• Maintaining all Compliance and HIPAA regulations at all times

Essential Qualifications

* High School Diploma/GED

• Must be 18 years of age or older
• 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
• Bilingual fluency in English and Spanish
• 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 6 weeks between the hours of 9:00 AM - 5:30 PM EST from Monday - Friday
• Ability to work any of our full-time, 8-hour shift schedules during our normal business hours of 11:30 AM - 8:00 PM EST from 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

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

Telecommuting Requirements

* 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

Compensation and Benefits

We offer a competitive salary, comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with arenaflex, you'll find a far-reaching choice of benefits and incentives.

Application Deadline

This job posting will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

Diversity and Inclusion

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.

Apply Now!

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