Customer Service Representative – Patient Billing, Payment Posting & Account Resolution Specialist

Join arenaflex: Compassionate Healthcare Customer Service Where Every Call Makes a Difference

At arenaflex, we believe that exceptional patient care begins long before a patient steps into a treatment room — it begins the moment they reach out with a question about a bill, a payment plan, or an insurance concern. As a leading non-profit biomedical research, treatment, and educational institution headquartered in Duarte, California, arenaflex has been at the forefront of compassionate, patient-centered care since its founding in 1913. With a team of more than 6,000 dedicated professionals, arenaflex is committed to the prevention and cure of cancer and other life-threatening diseases, combining cutting-edge clinical research with heartfelt human service. As a National Cancer Institute-designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, arenaflex continues to set the gold standard for cancer treatment and research, developing and implementing protocols that shape the future of patient care across the nation.

We are currently seeking a meticulous, empathetic, and highly organized Customer Service Representative – Patient Billing, Payment Posting & Account Resolution Specialist to join our dynamic Patient Business Office team. This is more than a customer service role — it is an opportunity to be the voice of reassurance and clarity for patients and guarantors navigating complex billing situations during some of the most challenging moments of their lives. If you thrive in a fast-paced healthcare environment, have a passion for problem-solving, and possess a deep commitment to service excellence, arenaflex wants to hear from you.

Position Summary

The primary mission of this role is to handle and ensure the timely resolution of all guarantor and patient billing inquiries received via incoming telephone calls, written correspondence, and online patient portal inquiries on behalf of arenaflex Medical Center and arenaflex Medical Foundation. This encompasses a wide range of responsibilities, including but not limited to responding to inquiries related to outstanding balance payments, financial assistance options, payment plan arrangements, billing and charge questions, insurance claim payment questions, statement requests, demographic and insurance updates, and patient complaints or grievances related to both hospital and professional services. As a critical front-line representative, you will embody arenaflex's commitment to compassion, accuracy, and patient-centered service.

Key Responsibilities

• Inquiry Resolution: Respond professionally and empathetically to all incoming customer service patient inquiries — whether received via telephone, fax, mail, or web-based patient portal — addressing patient billing and collection matters for the Medical Center and/or Medical Foundation. Determine whether to respond directly or refer the issue to the appropriate internal resource for resolution.
• Proactive Account Resolution: Initiate proactive measures that drive account resolution, including both written and verbal follow-up correspondence with patients, colleagues, and managers. Document all interactions thoroughly to ensure continuity of care and service.
• Patient Billing & Payment Processing: Perform all guarantor and patient customer service functions related to Medical Center and Medical Foundation billing. Handle billing and claim inquiries, process patient payments, establish patient payment agreements and payment plans, update patient demographic and insurance information, process statement requests, and take corrective actions to address patient inquiries, including resolving account dispositions.
• Account Adjustments: Post adjustments, credits, and/or debits to patient accounts as required. Review all necessary billing information and documentation required by various third parties and patients prior to processing claims and/or statements. When rebilling is required, refer the matter to the appropriate staff within the Business Office for processing on any outstanding payor or insurance reimbursement issues.
• Correspondence Management: Conduct all patient and guarantor correspondence account follow-up and document in work queues to ensure adherence to arenaflex Patient Business Office standards. Perform basic data functions such as address updates, certified mail acknowledgements, and other miscellaneous tasks associated with correspondence management.
• Mail Handling: Open, sort, and distribute incoming mail twice daily to ensure timely processing of correspondence and patient communications.
• Cross-Coverage Support: Provide back-up support for Self-Pay Account Follow-up staff for any cross-coverage required or overflow situations, as defined by the Manager of the Patient Business Office.
• Performance & Culture: Participate in programs and use tools in support of building a high-performance culture via arenaflex standard responsibilities, including performance measurement, people development, and customer relationship management.
• Quality & Compliance: Maintain service quality and work quality that meet required arenaflex, state, and federal rules and regulations. Uphold established productivity levels for the unit.
• Customer Service Excellence: Maintain a positive customer service image when interacting with staff, patients, physicians, arenaflex employees, insurance companies, and external vendors. Support the success of a high-performing, patient-centric organization by helping to champion and drive the arenaflex vision, fostering an environment in which continuous improvement in business processes and services is welcomed and recognized.
• Policy Adherence: Follow established arenaflex and department policies, procedures, objectives, performance improvement standards, attendance requirements, safety protocols, environmental guidelines, and infection control measures, including adherence to the workplace Code of Conduct and Compliance Plan. Practice the highest level of integrity and honesty while maintaining patient confidentiality.
• Additional Duties: Perform other related duties as assigned or requested by leadership.

Basic Education, Experience, and Skills Required

• Education: High School Diploma or equivalent required.
• Experience Substitution: Relevant experience may substitute for minimum education requirements.
• Professional Experience: A minimum of three (3) years of prior customer service experience in a healthcare system — such as an academic medical center, hospital, or ambulatory care setting — is required.
• Technical Proficiency: Demonstrated comfort with patient billing software, electronic health records, web-based portals, and standard office applications.
• Communication Skills: Exceptional verbal and written communication skills, with a proven ability to explain complex billing information in a clear, compassionate, and patient-friendly manner.
• Problem-Solving Abilities: Strong analytical and critical-thinking skills, with the ability to assess complex billing situations and identify appropriate solutions.
• Attention to Detail: High level of accuracy in data entry, payment posting, account adjustments, and documentation.
• Interpersonal Skills: Demonstrated ability to maintain a calm, professional, and empathetic demeanor when interacting with patients who may be experiencing financial stress or emotional difficulty.

Preferred Qualifications

• Prior experience in a hospital or healthcare system Patient Business Office, billing department, or revenue cycle environment.
• Familiarity with medical terminology, CPT codes, ICD-10 codes, and insurance claim processes.
• Experience with payment posting systems and electronic remittance advice (ERA).
• Knowledge of HIPAA regulations and patient privacy standards.
• Bilingual or multilingual capabilities are a plus.
• Experience working within a union-represented environment.

Skills and Competencies for Success

To excel in this role at arenaflex, candidates should demonstrate a strong foundation in the following competencies:

• Customer-Centric Mindset: A genuine passion for helping patients and families navigate complex billing situations with empathy and professionalism.
• Adaptability: The ability to thrive in a dynamic, fast-paced environment where priorities may shift throughout the day.
• Collaboration: A team-oriented approach with strong relationship-building skills across departments.
• Time Management: The ability to manage multiple inquiries simultaneously while maintaining accuracy and meeting productivity targets.
• Continuous Learning: A commitment to professional growth and staying current on billing regulations, insurance policies, and arenaflex procedures.

Career Growth and Learning Opportunities at arenaflex

At arenaflex, we believe that our employees are our greatest asset. We are deeply invested in the professional development and long-term career growth of every team member. As a Customer Service Representative in our Patient Business Office, you will have access to ongoing training, mentorship programs, and tuition reimbursement opportunities. Many of our team members have advanced their careers into roles such as Senior Account Resolution Specialists, Billing Supervisors, Revenue Cycle Analysts, and Patient Business Office Management. arenaflex fosters a culture of internal mobility and is proud to support employees who aspire to grow within the organization. Whether you are interested in deepening your expertise in healthcare revenue cycle management, expanding into patient financial counseling, or exploring leadership opportunities, arenaflex provides the resources, encouragement, and pathways to help you achieve your professional goals.

Work Environment and Company Culture

arenaflex is more than a workplace — it is a community united by a shared mission to bring hope and healing to those facing cancer and other life-threatening diseases. Our culture is built on the foundational values of compassion, integrity, innovation, and excellence. We are proud to be an equal opportunity employer and are deeply committed to creating a diverse, inclusive, and welcoming environment for all employees. We believe that a workforce rich in diverse backgrounds, perspectives, and experiences strengthens our ability to serve our patients and our community. At arenaflex, you will find a collaborative, supportive, and mission-driven work environment where every team member's contributions are valued and recognized.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive and competitive benefits package designed to support the health, well-being, and financial security of our employees and their families. While specific compensation will be commensurate with experience and qualifications, our benefits offerings typically include:

• Competitive base pay with opportunities for performance-based incentives
• Comprehensive medical, dental, and vision insurance plans
• Generous paid time off (PTO), holiday pay, and sick leave
• Retirement savings plans with employer contributions
• Tuition reimbursement and continuing education support
• Life insurance, disability coverage, and flexible spending accounts
• Employee assistance programs and wellness resources
• Access to on-site fitness facilities and wellness initiatives (location-dependent)
• The opportunity to work in a meaningful role at one of the nation's premier cancer research and treatment institutions

Please note: This position is represented by a collective bargaining agreement.

Additional Information

• Job Field: Business Services
• Employee Status: Regular
• Shift: Day Job

Equal Employment Opportunity Statement

arenaflex is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

Apply Today and Become Part of the arenaflex Mission

If you are a dedicated customer service professional with a passion for healthcare and a desire to make a meaningful impact in the lives of patients and their families, we invite you to apply for the Customer Service Representative – Patient Billing, Payment Posting & Account Resolution Specialist position at arenaflex. This is your opportunity to join a world-class institution where your skills, compassion, and commitment to excellence will be celebrated every single day. At arenaflex, every conversation you have, every account you resolve, and every patient you assist contributes to our larger mission of hope, healing, and humanity. We look forward to welcoming you to the arenaflex family. Apply today and help us change the lives of those we serve.