Experienced Customer Service Representative for Medical Self Pay Accounts – Delivering Exceptional Patient Experiences through Effective Communication and Account Resolution

Introduction to arenaflex

arenaflex is a leading provider of innovative healthcare solutions, dedicated to improving patient outcomes and experiences. Our team of compassionate and skilled professionals is committed to delivering exceptional service, ensuring that every patient interaction is met with empathy, understanding, and a commitment to resolving their healthcare accounts efficiently. As a Customer Service Representative for Medical Self Pay accounts, you will play a vital role in our mission to provide outstanding patient care and support.

Job Summary

The Customer Service Representative is responsible for resolving patient healthcare accounts by negotiating payment with patients/guarantors, meeting or exceeding performance and quality objectives. This position requires a unique blend of communication skills, empathy, and attention to detail, as you will be working with patients to understand their account history, negotiate payment plans, and provide exceptional customer service. If you are a motivated and patient-focused individual with a passion for delivering outstanding customer experiences, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Resolve patient healthcare accounts by negotiating payment with patients/guarantors, ensuring that all interactions are handled in a professional, courteous, and empathetic manner.
• Complete daily account-related functions in an efficient and timely manner to accelerate the patient-to-payment process, leveraging technology such as auto-dialers and databases to streamline workflows.
• Conduct inbound and outbound calls to negotiate payment plans with customers, reviewing account history and payment portals to ensure accurate and up-to-date information.
• Maintain a 96% quality score through superior customer service and accurate documentation of customer encounters, demonstrating a commitment to excellence in every interaction.
• Execute appropriate procedures for follow-up on third-party approvals, billing, and collection of overdue accounts, ensuring that all accounts are managed efficiently and effectively.
• Perform routine tasks or repetitious tasks with care and attention, maintaining a high level of accuracy and attention to detail in all aspects of your work.
• Answer incoming patient or client call/email requests and handle them in a prompt, courteous, and professional manner, providing exceptional customer service and support.
• Support arenaflex's Compliance Program by adhering to policies and procedures pertaining to HIPAA, FDCPA, FCRA, and other laws applicable to arenaflex's business practices, ensuring that all interactions are handled in a compliant and ethical manner.

Requirements

To be successful in this role, you will need to possess the following qualifications and skills:

• High school diploma or GED, with at least one year of experience in healthcare customer service or a healthcare certification or degree.
• At least six months of experience working in a role with a high volume of either inbound or outbound calls, or successful completion of a training course with this content.
• Experience in a role that requires accessing multiple databases simultaneously or managing multiple open screens to gather information to discuss with a customer.
• Experience with customer interactions that require live, accurate documentation of the encounter, demonstrating a commitment to accuracy and attention to detail.
• Demonstrated ability to meet performance objectives, with a strong focus on delivering exceptional customer service and support.
• Demonstrated ability to navigate Internet Explorer and Microsoft Office, with proficiency in using technology to streamline workflows and improve efficiency.
• Demonstrated experience communicating effectively with customers and simplifying complex information, with a strong focus on empathy and understanding.
• Experience working with customer support, including issue resolution management, with a commitment to resolving issues efficiently and effectively.
• Must be able to pass a pre-employment background and drug screen, with a commitment to maintaining a safe and healthy work environment.
• Must be available to work second shift between the hours of 8:30AM ET and 5PM ET, with flexibility to adapt to changing business needs.

Essential Skills and Competencies

To excel in this role, you will need to possess the following essential skills and competencies:

• Excellent communication skills, with the ability to communicate complex information in a clear and concise manner.
• Empathy and understanding, with a commitment to delivering exceptional customer service and support.
• Attention to detail, with a focus on accuracy and precision in all aspects of your work.
• Ability to work in a fast-paced environment, with a commitment to meeting performance objectives and deadlines.
• Strong problem-solving skills, with the ability to resolve issues efficiently and effectively.
• Proficiency in using technology, including auto-dialers, databases, and Microsoft Office, to streamline workflows and improve efficiency.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to supporting the growth and development of our employees, providing opportunities for career advancement and professional development. As a Customer Service Representative, you will have access to:

• Comprehensive training programs, designed to help you develop the skills and knowledge needed to excel in your role.
• Mentorship and coaching, with experienced professionals who can provide guidance and support as you navigate your career.
• Opportunities for career advancement, with a focus on promoting from within and developing our employees for future leadership roles.
• Professional development opportunities, including conferences, workshops, and online courses, to help you stay up-to-date with industry trends and best practices.

Work Environment and Company Culture

At arenaflex, we are proud of our positive and supportive work environment, with a focus on collaboration, teamwork, and mutual respect. Our company culture is built on the following values:

• Respect and empathy, with a commitment to treating all patients, customers, and employees with dignity and respect.
• Integrity and ethics, with a focus on doing what is right, even when it is difficult.
• Excellence and quality, with a commitment to delivering exceptional customer service and support.
• Innovation and creativity, with a focus on finding new and better ways to solve problems and improve processes.

Compensation, Perks, and Benefits

At arenaflex, we offer a competitive compensation package, with a focus on rewarding our employees for their hard work and dedication. Our benefits include:

• Competitive salary and bonus structure, with opportunities for advancement and growth.
• Comprehensive benefits package, including medical, dental, and vision coverage, as well as 401(k) and retirement savings plans.
• Paid time off and holidays, with a focus on work-life balance and employee well-being.
• Professional development opportunities, including training, mentorship, and education assistance.

Conclusion

If you are a motivated and patient-focused individual with a passion for delivering outstanding customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Representative for Medical Self Pay accounts at arenaflex, you will have the opportunity to make a real difference in the lives of our patients, while developing your skills and advancing your career. Apply today to join our team of dedicated professionals and start your journey towards a rewarding and challenging career in healthcare customer service.