Experienced Customer Service Specialist – Healthcare Industry

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our patients' expectations. As a Customer Service Specialist, you'll play a vital role in ensuring our patients receive the highest level of care and support. If you're passionate about making a difference in people's lives and possess excellent communication and problem-solving skills, we'd love to hear from you.

About arenaflex

arenaflex is a leading provider of home medical equipment and services, empowering patients to live their best lives outside of the hospital. Our team is committed to delivering personalized care and support, and we're seeking a talented Customer Service Specialist to join our team.

Job Summary

As a Customer Service Specialist, you'll be responsible for providing exceptional customer service to our patients, answering inbound calls, and making outbound calls to ensure successful service delivery. You'll work in a fast-paced environment, developing and maintaining a working knowledge of our products and services, and educating patients about their financial responsibilities. If you're a team player with excellent communication and problem-solving skills, we encourage you to apply.

Key Responsibilities

* Develop and maintain a working knowledge of current products and services offered by arenaflex

• Answer all calls and emails in a timely manner, adhering to our service standards
• Document all call information according to standard operating procedures
• Answer questions about products and services, retail stores, general service line information, and other information as necessary based on customer call needs
• Process orders, route calls to appropriate resources, and follow up on customer calls where necessary
• Review all required documentation to ensure accuracy
• Accurately process, verify, and/or submit documentation and orders
• Complete insurance verification to determine patient eligibility, coverage, co-insurances, and deductibles
• Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required
• Navigate through multiple online EMR systems to obtain applicable documentation
• Enter and review all pertinent information in EMR systems, including authorizations and expiration dates
• Communicate with Customer Service and Management on an ongoing basis regarding any noticed trends with insurance companies
• Verify insurance carriers are listed in our database system, and request new carriers be entered if necessary
• Responsible for contacting patients when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process
• Meet quality assurance requirements and other key performance metrics
• Facilitate resolution on customer complaints and problem-solving
• Pay attention to detail and possess great organizational skills
• Actively listen to patients and handle stressful situations with compassion and empathy
• Flexible with actual work and hours of operation
• Utilize company-provided tools to maintain quality, including but not limited to Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the Medicare Provider Enrollment, Chain, and Ownership System), and "How-To" documents

Competency, Skills, and Abilities

* Excellent customer service skills

• Analytical and problem-solving skills with attention to detail
• Decision-making
• Excellent ability to communicate both verbally and in writing
• Ability to prioritize and manage multiple tasks
• Proficient computer skills and knowledge of Microsoft Office
• Solid ability to learn new technologies and possess the technical aptitude required to understand the flow of data through systems as well as system interaction
• General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred
• Work well independently and as part of a group
• Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative, and work effectively on a team

Requirements

* High School Diploma or equivalent

• One (1) year work-related experience in healthcare administrative, financial, or insurance customer services, claims, billing, call center, or management, regardless of industry
• Senior level requires two (2) years of work-related experience and one (1) year of exact job experience
• Exact job experience is considered any of the above tasks in a Medicare certified environment

Benefits and Compensation

* Starting at $18.00 per hour

• Competitive salary and benefits package
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

Work Environment and Culture

* Remote work opportunities available

• Flexible work arrangements to accommodate individual needs
• Collaborative and supportive team environment
• Opportunities for professional growth and development
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply. Please submit your application without delay, and we'll be in touch to discuss your qualifications further. Apply To This Job

Equal Opportunity Employer

arenaflex is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual's race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law. This policy applies to all terms, conditions, and privileges of employment, including recruitment, hiring, placement, compensation, promotion, discipline, and termination. Apply for this job