Experienced Patient Support Center Representative – Remote Healthcare Customer Service Expert

Welcome to arenaflex: Improving Health Outcomes through Exceptional Customer Service

arenaflex is a leader in the healthcare industry, dedicated to connecting people with the care, resources, and support they need to thrive. We are seeking passionate and dedicated Patient Support Center Representatives to join our team, working remotely to deliver exceptional customer service and improve health outcomes. As a Patient Support Center Representative at arenaflex, you will have the opportunity to make a meaningful difference in the lives of our patients, while enjoying the flexibility and convenience of working from home.

Job Overview

In this remote position, you will be responsible for providing superior customer service to our patients, internal stakeholders, and external partners. You will serve as a patient advocate, navigating complex and sensitive information to resolve customer needs and provide support. If you are a compassionate and driven individual with a passion for healthcare and customer service, we encourage you to apply for this exciting opportunity to join the arenaflex team.

Primary Responsibilities

• Meet performance goals in patient satisfaction, accuracy, quality, and attendance, consistently adhering to department standards and metrics evaluated daily.
• Exhibit superior customer service in every interaction, both internally and externally, using excellent communication and interpersonal skills to build trust and rapport with patients and stakeholders.
• Multi-task using double monitors for data entry, phone etiquette, and resource utilization, while maintaining proper guidelines and adhering to quality standards.
• Provide services to internal and external customers involving the exchange of complex and sensitive information, acting as a patient advocate and navigating multiple systems and resources to resolve customer needs.
• Assist other Patient Support Center Representatives and Supervisors with paperwork as needed, demonstrating a team-oriented and collaborative approach to work.
• Recognize financial, medical, and legal risks during customer interactions and follow appropriate procedures to mitigate risks and ensure compliance with regulatory requirements.
• Use arenaflex systems, including Optum, to resolve customer needs, including appointments, authorizations, claims, invoices, eligibility, benefits, appeals, and TARs.
• Translate oral information into concise and accurate written documentation, maintaining accurate and up-to-date records and reports.
• Assist new or potential members in choosing a Primary Care Physician (PCP) and provide general information about the medical group, serving as a knowledgeable and supportive resource for patients and families.
• Assist Telehealth Nurses and arrange Durable Medical Equipment (DME), transportation, and home health care as necessary, coordinating care and services to meet patient needs.
• Enter PCP changes into the system and process related paperwork, ensuring accurate and timely updates to patient records and information.

Required Qualifications

To be successful in this role, you will need:

• A High School Diploma/GED or equivalent experience, demonstrating a foundation in education and a commitment to learning and growth.
• To be at least 18 years of age or older, meeting the minimum age requirement for this position.
• 2+ years of experience in a customer service-based role, preferably in a healthcare setting, with a proven track record of delivering exceptional customer service and support.
• Strong proficiency with Microsoft Suite and other systems, including navigating multiple chat channels within Microsoft Teams, demonstrating technical skills and adaptability.
• 1+ years of experience in a healthcare setting, with knowledge of healthcare operations, medical terminology, and regulatory requirements.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience working in a remote or virtual environment, with a proven ability to work independently and manage time effectively.
• Knowledge of arenaflex systems and processes, including Optum, with experience using these systems to resolve customer needs and provide support.