Experienced Virtual Customer Service Advisor – Patient Experience Expert

At arenaflex, we're dedicated to delivering exceptional patient care and experiences. As a Virtual Customer Service Advisor, you'll play a vital role in ensuring our patients receive the highest level of service and support. If you're passionate about making a difference in people's lives and have a knack for providing top-notch customer service, we want to hear from you!

About arenaflex

arenaflex is a leading healthcare organization that's committed to caring for patients with purpose and integrity. We're a team of dedicated professionals who share a common goal: to provide exceptional patient experiences. With a strong focus on innovation, quality, and compassion, we're constantly striving to improve the lives of our patients and their families.

Job Summary and Qualifications

As a Virtual Customer Service Advisor, you'll be responsible for handling account inquiries via inbound and outbound calls from patients, guarantors, or other third parties. You'll review account information, take appropriate actions in various systems to resolve inquiries, and secure payment on outstanding account balances. This role requires the ability to learn and work in multiple account systems/applications.

Key Responsibilities:

* Communicate with customers by phone or via digital media to obtain information needed to resolve inquiries in accordance with department policies and procedures

• Review patient account information in multiple systems, perform research as necessary, and take appropriate action to resolve patient inquiries and account balances
• Document patient inquiry and actions taken into the appropriate systems
• Update or add insurance information and/or patient demographic information and request rebill
• Work with patients and guarantors to secure payment on outstanding account balances using secured payment methods
• Escalate patient complaints to the appropriate individual/department based on the nature of the issue
• Create a positive patient experience through actively listening, understanding, ensuring timely resolution or escalation, communicating in a friendly manner, and handling patients with a consummately professional attitude
• Follow all arenaflex Customer Service Organization (CSO) guidelines and policies
• Meet and maintain established departmental performance metrics for production and quality
• Adhere to all compliance guidelines
• Maintain working knowledge of workflow, systems, and tools used in the department

Essential Qualifications:

* Minimum one-year customer service experience required in a customer service, healthcare office, hospitality, retail sales or client manager role

• Previous call center experience preferably in a healthcare environment preferred
• Virtual employees are required to have high-speed internet with 25 MB download and 6 Upload Speed. (WiFi is not permitted)

Preferred Qualifications:

* Experience working in a healthcare environment

• Strong communication and interpersonal skills
• Ability to work in a fast-paced environment and meet productivity standards
• Proficiency in multiple account systems/applications
• Strong problem-solving and analytical skills

Schedule and Location:

* Monday - Friday - 8 hour shifts, no weekends. Hours of operation 7am-8pm CST.

• This is a work-from-home position; however, you must live within an arenaflex market area.

Benefits and Perks:

* Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.

• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
• Free counseling services and resources for emotional, physical and financial wellbeing
• 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
• Employee Stock Purchase Plan with 10% off arenaflex stock
• Family support through fertility and family building benefits with Progyny and adoption assistance.
• Referral services for child, elder and pet care, home and auto repair, event planning and more
• Consumer discounts through Abenity and Consumer Discounts
• Retirement readiness, rollover assistance services and preferred banking partnerships
• Education assistance (tuition, student loan, certification support, dependent scholarships)
• Colleague recognition program
• Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
• Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Career Growth Opportunities and Learning Benefits:

* arenaflex is committed to the growth and development of our colleagues. We offer a range of training programs, mentorship opportunities, and career advancement paths to help you achieve your goals.

• Our colleagues have access to a range of learning resources, including online courses, workshops, and conferences.

Work Environment and Company Culture:

* arenaflex is a dynamic and supportive work environment that values collaboration, innovation, and teamwork.

• Our colleagues are passionate about delivering exceptional patient care and experiences, and we're committed to creating a culture that's inclusive, diverse, and respectful.

How to Apply:

If you're passionate about delivering exceptional patient care and experiences, and have a knack for providing top-notch customer service, we want to hear from you! Apply now and take the first step towards a rewarding new role. Apply to this job

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Apply for this job