Experienced Customer Service Specialist I – Healthcare Revenue Cycle Operations

At arenaflex, we're dedicated to providing exceptional patient care and administrative support to our esteemed healthcare partners. As a leading provider of administrative and clinical services, we're seeking a highly skilled and compassionate Customer Service Specialist I to join our team. This is an exciting opportunity to grow your career in a dynamic and supportive environment, with a focus on delivering outstanding customer service and revenue cycle operations.

About arenaflex

arenaflex is a trusted partner to ColumbiaDoctors, one of the largest multi-specialty practices in the Northeast. Our team provides administrative and clinical support to over 2,800 physicians, surgeons, dentists, and nurses, offering more than 240 specialties and subspecialties. As a remote-based organization, we offer the flexibility and autonomy to work from the comfort of your own home, while still being part of a collaborative and innovative team.

Job Summary

As a Customer Service Specialist I, you will be responsible for handling and resolving incoming phone calls from patients, insurance carriers, and physician offices. Your primary focus will be on collections of outstanding patient balances, establishing payment arrangements, and updating patient and guarantor accounts with new demographic and insurance coverage information. You will work closely with our team to ensure seamless communication and efficient resolution of customer inquiries, disputes, and complaints.

Key Responsibilities

• Handle a large volume of calls and perform work in a timely manner, ensuring high levels of productivity and efficiency.

• Attempt to collect full payment from patients or guarantors in a professional and courteous manner, while maintaining a patient-centric approach.
• Establish payment arrangements per guidelines, documenting terms in our billing system and ensuring accurate and timely updates.
• Apply payments collected over the phone to each date of service, ensuring accurate and timely reconciliation.
• Handle customer inquiries, disputes, and complaints, escalating contentious issues to supervisor or higher management as needed.
• Obtain all insurance, demographic, and guarantor information, updating patient profiles and billing third-party payers as appropriate.
• Clearly document in our system a summary of work and follow-up steps after each call, ensuring transparency and accountability.

Essential Qualifications

• High school graduate or GED certificate is required.

• A minimum of 6 months' experience in a physician billing or third-party payer environment is preferred.
• Must demonstrate an understanding of contracts, insurance benefits, exclusions, and other billing requirements, as well as claim forms, HMOs, PPOs, Medicare, Medicaid, and compliance program regulations.
• Candidate must demonstrate the ability to understand and navigate the payer adjudication process, ensuring accurate and timely resolution of customer inquiries.
• Patient financial and practice management system experience in Epic and/or other electronic billing systems is preferred.
• Knowledge of medical terminology is preferred.
• Previous call center/claims experience is preferred.
• Previous experience in an academic healthcare setting is preferred.

Preferred Qualifications

• Experience with patient financial and practice management systems, including Epic and/or other electronic billing systems.

• Knowledge of medical terminology and coding systems.
• Previous experience in a call center or claims environment.
• Previous experience in an academic healthcare setting.

Compensation and Benefits

• Hourly rate ranges: $22.39 - $28.29, with salary offers falling within these ranges based on a variety of factors, including but not limited to experience, skill set, training, and education.

• Comprehensive benefits package, including healthcare and various other benefits, to promote a healthy lifestyle.
• Paid time off to support work-life balance and employee well-being.

Work Environment and Culture

• Remote-based organization, with occasional requirements to visit our office for training, meetings, and other business needs.

• Collaborative and innovative team environment, with a focus on delivering exceptional customer service and revenue cycle operations.
• Opportunities for growth and development, with a clear career path and support for professional development.

How to Apply

If you're a motivated and customer-focused individual with a passion for healthcare and revenue cycle operations, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you and exploring how you can contribute to our team's success.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and adheres to all requirements of all applicable federal, state, and local civil rights laws. We are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. Apply for this job