Experienced Customer Service Specialist I – Healthcare Revenue Cycle Support

As a leading provider of administrative and clinical support staff for arenaflex, a top healthcare provider network, we are seeking an experienced and customer-focused Customer Service Specialist I to join our team. This is an exciting opportunity to grow as part of a Revenue Cycle Career Ladder and contribute to the success of our organization.

About arenaflex

arenaflex is a renowned healthcare provider network that offers comprehensive medical services to patients across the Northeast. With a team of over 2,800 experienced physicians, surgeons, dentists, and nurses, arenaflex provides more than 240 specialties and subspecialties, making it one of the largest multi-specialty practices in the region. Our commitment to delivering exceptional patient care and service is unwavering, and we are seeking like-minded professionals to join our 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 collecting 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 timely and professional communication with patients and clients, while maintaining a high level of customer satisfaction.

Key Responsibilities

• Handle a large volume of calls and perform work in a timely manner, ensuring that all tasks are completed efficiently and effectively.

• Attempt to collect full payment from patients or guarantors in a professional and courteous manner, while maintaining a high level of empathy and understanding.
• Establish payment arrangements per guidelines, documenting terms in our billing system to ensure accurate and up-to-date records.
• Apply payments collected over the phone to each date of service, ensuring that all financial transactions are accurately processed.
• Handle customer inquiries, disputes, and complaints, escalating contentious issues to supervisors or higher management as necessary.
• Obtain all insurance, demographic, and guarantor information, updating patient profiles and billing third-party payers as appropriate.
• Clearly document all work and follow-up steps in our system, ensuring that all communication with patients and clients is accurately recorded.

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 necessary.
• Demonstrated understanding of contracts, insurance benefits, exclusions, and other billing requirements, as well as claim forms, HMOs, PPOs, Medicare, Medicaid, and compliance program regulations.
• Ability to understand and navigate the payer adjudication process, ensuring that all claims are accurately processed and paid.
• Experience with patient financial and practice management systems, particularly Epic and/or other electronic billing systems, is preferred.
• Knowledge of medical terminology is preferred, as is previous call center/claims experience and experience in an academic healthcare setting.

Preferred Qualifications

• Previous experience in a similar role, with a proven track record of success in customer service and revenue cycle management.

• Strong communication and interpersonal skills, with the ability to build rapport with patients and clients.
• Ability to work in a fast-paced environment, with a high level of adaptability and flexibility.
• Strong analytical and problem-solving skills, with the ability to resolve complex issues and escalate as necessary.

Compensation and Benefits

arenaflex offers a competitive hourly rate range of $22.39 - $28.29, with salary offers falling within these ranges based on a variety of factors, including experience, skill set, training, and education. Our comprehensive benefits package includes:

• Competitive hourly rate range
• Comprehensive benefits package, including healthcare and various other benefits
• Paid Time Off to promote a healthy lifestyle
• Opportunities for career growth and professional development
• Collaborative and supportive work environment

About arenaflex's Culture

At arenaflex, we are committed to providing our clients with exceptional customer service while maintaining a productive environment for all employees. We believe in fostering a culture of respect, empathy, and understanding, where every employee feels valued and supported. Our team is dedicated to delivering high-quality services, and we are seeking like-minded professionals to join our team.

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, where every employee has the opportunity to grow and succeed.

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, 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! Apply for this job