Are you passionate about delivering exceptional patient experiences and making a meaningful impact in the healthcare industry? Do you thrive in a dynamic, fast-paced environment where no two interactions are the same? Look no further! arenaflex is seeking an experienced Virtual Customer Service Advisor to join our team of dedicated professionals who are committed to caring for patients with purpose and integrity.
**About arenaflex**
arenaflex is a leading provider of revenue cycle management services, dedicated to helping healthcare organizations like HCA Healthcare deliver exceptional patient experiences and achieve their financial goals. With a team of over 17,000 colleagues and a presence in over 1,000 hospitals and 3,000 physician practices, arenaflex is making a significant impact on patients, providers, and their communities.
**Job Summary and Qualifications**
As a Virtual Customer Service Advisor, you will play a critical role in delivering exceptional patient experiences through inbound and outbound calls, digital media, and other communication channels. You will be responsible for reviewing patient account information, taking appropriate actions to resolve inquiries, and securing payment on outstanding account balances. This role requires strong communication and problem-solving skills, as well as the ability to learn and work in multiple account systems and applications.
**Key Responsibilities:**
* Communicate with patients, guarantors, and other third parties via phone or 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 revenue cycle management environment
* Knowledge of healthcare billing and insurance systems
* Strong analytical and problem-solving skills
* Excellent communication and interpersonal skills
* Ability to work in a fast-paced environment with multiple priorities and deadlines
**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:**
* Competitive salary and benefits package
* Comprehensive medical coverage that covers many common services at no cost or for a low copay
* Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans, 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 helping our colleagues grow and develop their careers through ongoing training and development opportunities
* We offer a range of training programs, including onboarding, customer service, and technical training
* Opportunities for advancement and career growth within the company
* Collaborative and supportive work environment
**Work Environment and Company Culture:**
* arenaflex is a dynamic and fast-paced environment where no two interactions are the same
* We are committed to delivering exceptional patient experiences and achieving our financial goals
* Our team is passionate about making a meaningful impact in the healthcare industry
* We value diversity and inclusion and are committed to creating a work environment that is welcoming and inclusive for all colleagues
**How to Apply:**
If you are passionate about delivering exceptional patient experiences and making a meaningful impact in the healthcare industry, 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 promptly review all applications and highly qualified candidates will be contacted for interviews.
**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.