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

At arenaflex, we're committed to delivering exceptional patient care and experiences through our team of dedicated professionals. As a Part-Time Remote Customer Service Specialist, you'll play a vital role in facilitating patient healthcare needs, providing top-notch customer service, and ensuring seamless communication between patients, healthcare facilities, physicians, and clinical staff.

About arenaflex

arenaflex is a leading healthcare organization with a rich history of providing access to extraordinary care in over 145 locations and 25 specialties across the Midwest region. Our providers are nationally recognized for excellent patient satisfaction, quality healthcare, and improving the health and well-being of the communities we serve. With a strong commitment to patient-centered care, we're seeking a skilled and compassionate Customer Service Representative to join our team.

Job Summary

As a Part-Time Remote Customer Service Specialist, you'll be responsible for navigating the electronic health record to obtain and validate historical information, capturing and documenting demographic and financial information, and maintaining patient privacy and security as outlined by HIPAA. You'll also manage a high volume of incoming calls from patients, healthcare providers, and facilities, ensuring resolution to the call and leveraging critical thinking to identify reason for the call and take appropriate action.

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.
• Schedules patient visits based on complex provider preferences; verifies and updates insurance and checks insurance eligibility; collects and documents demographics; maintains proficiency in and shares knowledge of insurance basics, MyChart, and appointment instructions; documents 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.
• Manages 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.

Requirements

* High School Diploma or GED

• 2-5 years of experience in customer service or a related field
• No supervisor experience required
• Ability to work in a constant state of alertness and in a safe manner is an essential function of this job

Preferred Qualifications

* Recent healthcare or customer service experience

• Experience with electronic health records and patient communication systems
• Strong critical thinking and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and manage multiple priorities

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

Work Environment and Culture

arenaflex is committed to creating a work environment that is inclusive, supportive, and empowering. As a remote customer service specialist, you'll have the flexibility to work from home and enjoy a comfortable and quiet workspace. Our team is passionate about delivering exceptional patient care and experiences, and we're looking for like-minded individuals to join our team.

How to Apply

If you're a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that is inclusive, respectful, and free from discrimination. Apply for this job