Experienced Customer Service Representative – 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 Representative 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 arenaflex's multi-specialty practices in the Northeast.

About arenaflex

arenaflex is a renowned healthcare provider network that offers a comprehensive range of medical services to patients across the Northeast. With over 2,800 physicians, surgeons, dentists, and nurses, arenaflex's practices comprise an experienced group of healthcare professionals who provide more than 240 specialties and subspecialties. Our commitment to delivering exceptional patient care and service has earned us a reputation as a trusted healthcare provider in the region.

Job Summary

As a Customer Service Representative, you will play a critical role in handling and resolving incoming phone calls from patients, insurance carriers, and physician offices. Your primary responsibilities will include collections of outstanding patient balances, establishing payment arrangements, and updating patient and guarantor accounts with new demographic and insurance coverage information. You will also be responsible for handling customer inquiries, disputes, and complaints, and escalating contentious complaints to supervisors or higher management.

Key Responsibilities

• Handle a large volume of calls and perform work in a timely manner, ensuring that patients and clients receive prompt and courteous service.

• Attempt to collect full payment from patients or guarantors in a professional and courteous manner, while also establishing payment arrangements per guidelines.
• Apply payments collected over the phone to each date of service, ensuring accurate and timely processing.
• Handle customer inquiries, disputes, and complaints, and escalate contentious complaints to supervisors or higher management.
• Obtain all insurance, demographic, and guarantor information and update patient profiles as well as bill third-party payers as appropriate.
• Clearly document in the system a summary of work and follow-up steps after each call, ensuring seamless communication and collaboration with colleagues.

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 required.
• Must demonstrate an understanding of contracts, insurance benefits, exclusions, and other billing requirements, as well as claim forms, HMOs, PPOs, Medicare, Medicaid, and compliance program regulations.
• Candidate must demonstrate the ability to understand and navigate the payer adjudication process.
• Patient financial and practice management system experience in Epic and/or other electronic billing systems is preferred.
• Knowledge of medical terminology is preferred.
• Previous call center/claims experience is preferred.
• Previous experience in an academic healthcare setting is preferred.

Preferred Qualifications

• Experience working in a remote or virtual environment.

• Familiarity with electronic medical records (EMRs) and practice management systems.
• Strong communication and interpersonal skills, with the ability to work effectively with patients, clients, and colleagues.
• Ability to work in a fast-paced environment and prioritize tasks to meet deadlines.
• Strong analytical and problem-solving skills, with the ability to resolve complex issues and escalate concerns to supervisors or higher management.

Compensation and Benefits

• Hourly rate ranges: $22.39 - $28.29, based on experience, skill set, training, and education.

• Comprehensive benefits package, including healthcare, paid time off, and various other benefits to promote a healthy lifestyle.
• Opportunities for career growth and professional development, including training and education programs.

Work Environment and Culture

• Primary remote work arrangement, with occasional requirements to visit the office for training, meetings, and other business needs.

• Collaborative and dynamic work environment, with a focus on teamwork, communication, and customer service.
• arenaflex is an equal employment opportunity employer and adheres to all requirements of all applicable federal, state, and local civil rights laws.

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