Senior Customer Service Representative – Patient Billing & Account Resolution Specialist

Join arenaflex: Where Compassion Meets Excellence in Healthcare Customer Service

Are you a seasoned customer service professional with a passion for helping others navigate complex financial and billing situations? arenaflex is seeking a dedicated and detail-oriented Senior Customer Service Representative – Patient Billing & Account Resolution Specialist to join our dynamic team. This is more than just a customer service role—it's an opportunity to make a meaningful difference in the lives of patients and families every single day while building a rewarding career in healthcare administration.

At arenaflex, we believe that exceptional customer service is the cornerstone of outstanding patient care. As one of the most respected healthcare organizations in the region, we are committed to providing not only clinical excellence but also administrative support that eases the burden on patients during some of the most challenging times in their lives. Our Senior Customer Service Representatives serve as trusted advocates, problem-solvers, and compassionate communicators who help patients understand their financial obligations and find resolution to complex billing concerns.

Position Summary

The Senior Customer Service Representative plays a critical role in our revenue cycle operations, providing timely, accurate, and empathetic responses to inquiries regarding account balances for uninsured and underinsured patients, as well as those navigating out-of-pocket expenses such as co-insurance and deductibles. This position serves as an escalation point for complex billing questions and provides mentorship and training support to team members.

As a senior member of our customer service team, you will respond to initial patient and family requests with professionalism and care, provide detailed explanations of patient billing information, resolve inquiries thoroughly, perform follow-up on outstanding concerns, and collaborate cross-functionally with other departments to research patient billing history. You will also support the broader team by resolving complex questions, sharing your expertise, and providing hands-on training to colleagues.

Key Responsibilities

• Patient Inquiry Resolution: Respond promptly and professionally to patient and family inquiries regarding account balances, billing statements, co-insurance responsibilities, and deductible obligations through phone, email, and written correspondence.
• Detailed Billing Explanations: Provide clear, comprehensive, and patient-friendly explanations of billing information, helping families understand the complexities of healthcare charges, insurance adjustments, and payment expectations.
• Complex Issue Resolution: Serve as a subject matter expert and escalation point for challenging billing situations, investigating discrepancies, identifying root causes, and developing appropriate solutions that balance patient needs with organizational requirements.
• Cross-Departmental Collaboration: Work closely with billing, coding, insurance verification, clinical, and financial counseling teams to research patient accounts, gather necessary documentation, and ensure accurate resolution of inquiries.
• Outstanding Balance Follow-Up: Conduct systematic follow-up on unresolved patient concerns, documenting all interactions thoroughly in the patient management system and ensuring timely closure of cases.
• Training and Mentorship: Provide hands-on training, coaching, and mentorship to new and existing team members, sharing best practices in customer service excellence, billing processes, and system navigation.
• HIPAA and Compliance Adherence: Maintain strict adherence to HIPAA privacy standards, PCI compliance regulations, and all organizational policies regarding patient information confidentiality and data security.
• Process Improvement: Identify trends in patient inquiries and billing issues, recommending process improvements that enhance the patient experience and operational efficiency.
• Documentation: Maintain accurate, detailed records of all patient interactions, account adjustments, payment arrangements, and resolution outcomes in accordance with departmental standards.
• Customer Service Excellence: Consistently demonstrate exceptional customer service and communication skills, treating every patient interaction with empathy, respect, and professionalism.

Essential Qualifications and Requirements

Education

• Required: High School Diploma or equivalent
• Preferred: Business-related coursework, healthcare administration studies, or relevant post-secondary education

Experience

• Required: Minimum of 5+ years of customer service experience, preferably in a healthcare, insurance, financial services, or related environment
• Demonstrated experience working with a wide variety of PC applications, including Microsoft Office Suite, customer relationship management (CRM) systems, and electronic health records
• Previous experience in patient billing, medical accounts, or healthcare revenue cycle operations is highly valued

Knowledge, Skills, and Abilities

• Billing Expertise: Working knowledge of billing and follow-up processes, including insurance claims processing, patient statements, payment posting, and account reconciliation
• Communication Excellence: Outstanding customer service skills demonstrated through both oral and written communication with patients, families, external contacts, and internal team members
• HIPAA and Regulatory Knowledge: Thorough understanding of HIPAA privacy standards and PCI compliance regulations, with a commitment to maintaining patient confidentiality at all times
• Technical Proficiency: Skilled use of computer systems, applications, phone systems, and healthcare-specific software platforms
• Medical Terminology: Basic knowledge of medical terminology sufficient to understand clinical documentation, procedure codes, and diagnosis-related billing inquiries
• Attention to Detail: Meticulous attention to detail with strong organizational skills and the ability to work independently with minimal supervision
• Time Management: Exceptional time management skills with the ability to manage multiple priorities, meet deadlines, and handle a heavy workload in a fast-paced, high-stress environment
• Adaptability: Flexibility to perform other tasks as needed in an active work environment with frequently changing priorities and work needs
• Problem-Solving: High-level problem-solving, analytical, and investigational skills with the ability to think critically and develop creative solutions
• Learning Agility: Ability to learn quickly, adapt to new systems and processes, and meet continuous performance timelines

Core Competencies and Behavioral Expectations

At arenaflex, we are deeply committed to our organizational values and seek team members who consistently demonstrate:

• Service Excellence: Exhibits behaviors consistent with the principles of excellent service, always striving to exceed patient and family expectations
• Competency Maintenance: Demonstrates and maintains competency as required for the position and department assignment, actively pursuing opportunities for professional growth
• Performance Improvement: Embraces standards of performance improvement, contributing ideas and participating in initiatives that enhance quality and efficiency
• Organizational Values: Embodies our core values in daily work, including efficiency and financial responsibility, safety consciousness, partnership and service orientation, teamwork, compassion, integrity, and trust and respect for all
• Diversity and Inclusion: Champions diversity, equity, and inclusion in all interactions, treating every individual with dignity and respect
• Accountability: Takes ownership of responsibilities, follows through on commitments, and maintains transparency in all communications

Work Schedule and Location

This position follows a structured schedule designed to support team development and operational excellence:

• Training Period: 8:30 AM to 5:00 PM
• Post-Training: 8:00 AM to 4:30 PM

The role is currently based on-site at our 5901 Lincoln Drive, Edina MN location, providing you with direct access to team collaboration, mentorship opportunities, and comprehensive onboarding support. Following an initial on-site training period, the position will transition to a remote work arrangement, offering you the flexibility to work from home while maintaining strong connections with your colleagues and the patients you serve.

Physical Requirements

This position primarily involves sedentary work, including extended periods of sitting, computer use, and telephone communication. The role requires the ability to occasionally lift light objects, navigate office environments, and participate in training sessions. A comprehensive description of physical demands is available upon request.

Compensation and Comprehensive Benefits Package

At arenaflex, we believe that taking care of our team members is just as important as taking care of our patients. We offer a competitive compensation package that recognizes your experience, skills, and contributions, along with a comprehensive benefits program designed to support your health, financial security, and overall well-being.

Compensation

The posted pay range reflects rates for a grouping of multiple positions within a salary grade. We carefully consider a wide range of factors when determining compensation, including but not limited to market indicators for the specific role, required skills and experience, education, training, credentials, and organizational needs. Base pay is just one component of the total rewards program offered by arenaflex.

Benefits and Perks

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans with multiple coverage options to meet your individual and family needs
• Retirement Security: Competitive retirement savings plans with employer matching contributions to help you build long-term financial stability
• Paid Time Off: Generous paid time off policies, including vacation days, personal days, and holidays to support work-life balance
• Professional Development: Tuition reimbursement, continuing education support, and professional certification opportunities to advance your career
• Life and Disability Insurance: Employer-sponsored life insurance, short-term disability, and long-term disability coverage for peace of mind
• Employee Assistance Program: Confidential counseling, financial planning resources, and wellness programs to support your overall well-being
• Flexible Work Arrangements: Following the initial training period, the opportunity to work remotely, providing flexibility and work-life integration
• Team Culture: A collaborative, supportive work environment where your contributions are valued and your growth is encouraged

Why Choose arenaflex?

When you join arenaflex, you become part of an organization that is recognized for excellence, innovation, and a deep commitment to the communities we serve. Our culture is built on the foundation of compassion, integrity, and collaboration, creating an environment where every team member has the opportunity to thrive professionally while making a meaningful impact.

We pride ourselves on being an equal opportunity employer, with a workforce that reflects the diverse communities we serve. arenaflex considers all qualified applicants for employment without regard to race, color, creed, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

Pre-Employment Requirements

All job offers are contingent upon successful completion of:

• An occupational health assessment
• A drug screen
• A background investigation
• Compliance with the U.S. Government Form I-9, Employment Eligibility Verification

Take the Next Step in Your Career

If you are an experienced customer service professional who thrives in a fast-paced environment, demonstrates exceptional problem-solving skills, and has a genuine desire to help patients and families navigate complex billing situations, we invite you to apply for this exciting opportunity at arenaflex.

This is your chance to join a team that values your expertise, supports your professional growth, and recognizes the vital role you play in delivering an exceptional patient experience. As a Senior Customer Service Representative at arenaflex, you will have the satisfaction of knowing that your work directly contributes to the financial well-being and peace of mind of the patients and families we serve.

Don’t miss this opportunity to advance your career in healthcare customer service while enjoying the flexibility of remote work, competitive compensation, and a supportive team environment. Apply today and discover why arenaflex is the employer of choice for customer service professionals who want to make a real difference.

Join arenaflex—where your skills, compassion, and dedication come together to create exceptional patient experiences.