Experienced Part Time After Hours - Remote Customer Service Specialist – Healthcare and Customer Support

At arenaflex, we're committed to providing exceptional care and service to our patients and customers. As a Part Time After Hours - Remote Customer Service Specialist, you'll play a vital role in ensuring that our patients receive the highest level of care and support. We're looking for a highly skilled and compassionate individual to join our team and provide top-notch customer service in a fast-paced, dynamic environment.

About arenaflex

arenaflex is a leading healthcare organization that provides access to extraordinary care in over 145 locations and 25 specialties in the greater St. Louis, mid-Missouri, and southern Illinois areas. Our providers are nationally recognized for excellent patient satisfaction, quality healthcare, and improving the health and well-being of the communities we serve. As a member of our team, you'll have the opportunity to work with a talented group of professionals who are passionate about delivering exceptional care and service.

Job Summary

The Part Time After Hours - Remote Customer Service Specialist is responsible for answering a high volume of inbound calls for assigned arenaflex practices. This position serves as the initial point of contact and a liaison between patients, healthcare facilities, physicians, clinical staff, and practices to facilitate patient healthcare needs. This position utilizes an electronic health record to validate and capture clinical and financial information, contributing to the coordination of patient care.

Responsibilities

* Navigate the electronic health record to obtain and validate historical information; capture and document demographic and financial information in the electronic health record; maintain accountability for accurate data entry in the electronic health record and maintain patient privacy and security as outlined by HIPAA.

• Manage a high volume of incoming calls from patients, healthcare providers, and facilities who are calling for a variety of reasons, to include scheduling appointments, refilling medications, obtaining insurance referrals, receiving symptom-based care, obtaining pre-certification for testing, insurance and/or billing questions, requests for medical forms and/or test results, etc.; ensure resolution to the call.
• Leverage critical thinking with speed and accuracy to identify reason for the call and take appropriate action based on caller need and acuity; research complex issues in the electronic health record and consult/escalate to clinical staff when necessary; leverage multiple job aids and resources to provide appropriate level of service.
• Schedule patient visits based on complex provider preferences; verify and update insurance and checks insurance eligibility; collect and document demographics; maintain proficiency in and shares knowledge of insurance basics, MyChart, and appointment instructions; document and sends messages to providers and clinical staff in the electronic health record for clinical-based needs; communicates directly with providers (physicians) to relay pertinent clinical information during after hours.
• Manage calls within established performance and customer service standards; achieves targeted abandoned call rate, average speed of answer, and average transaction time; provides excellent and consistent customer service in a variety of situations; communicates in a professional, positive, and respectful manner with patients, providers, arenaflex staff, and external organizations.
• arenaflex has determined this is a safety-sensitive position. The ability to work in a constant state of alertness and in a safe manner is an essential function of this job.

Requirements

* High School Diploma or GED

• 2-5 years of experience in customer service or a related field
• No supervisor experience required
• Typing test required (minimum speed 35 wpm, 90% accuracy)
• Ability to work 24 hours per week
• Will be part of holiday rotation
• Shift: Sunday 12:00a-9:30a, Thursday & Friday 4:00p-12:00p (Holiday Bucket 4:00p-12:00a)

Benefits and Perks

* Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date

• Disability insurance* paid for by arenaflex
• Pension Plan*/403(b) Plan funded by arenaflex
• 401(k) plan with arenaflex match
• Tuition Assistance available on first day
• arenaflex Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays, and personal time
• Adoption assistance

What We Offer

* A dynamic and supportive work environment

• Opportunities for professional growth and development
• Competitive salary and benefits package
• Flexible scheduling to accommodate your needs
• A chance to make a difference in the lives of our patients and customers

How to Apply

If you're a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application today and join our team at arenaflex. Apply To This Job

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. Apply for this job