Experienced Virtual Bilingual Customer Service Advisor – Patient Experience and Account Resolution Specialist

Introduction to arenaflex

arenaflex is a leading healthcare organization committed to delivering exceptional patient experiences with purpose and integrity. We believe in caring for our patients like family, and we're dedicated to making a positive impact on the lives of those we serve. If you're passionate about providing top-notch customer service and making a difference in the healthcare industry, we invite you to join our team as a Virtual Bilingual Customer Service Advisor. This is a unique opportunity to work from the comfort of your own home, Monday through Friday, during day shift hours, and be part of a dynamic team that values compassion, empathy, and professionalism.

About the Role

As a Virtual Bilingual Customer Service Advisor at arenaflex, you will play a vital role in handling account inquiries via inbound and outbound calls from patients, guarantors, or other third parties. Your primary objective will be to review account information, take appropriate actions in various systems to resolve inquiries, and secure payment on outstanding account balances. This role requires excellent communication skills, the ability to work in multiple account systems/applications, and a strong focus on providing exceptional customer service. You will be on the phone for approximately 90% of your day, averaging 10-15 calls per hour, and will be responsible for documenting patient inquiries and actions taken into the appropriate systems.

Key Responsibilities

• Communicate with customers by phone or via 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

Qualifications and Requirements

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

• Minimum one-year customer service experience required in a customer service, healthcare office, hospitality, retail sales, or client manager role
• Previous call center experience or managing high call volume
• Willing to ask for payment from customers
• Virtual employees are required to have high-speed internet with 25 MB download and 6 Upload Speed (WiFi is not permitted)
• Spanish Bilingual is required

Essential Skills and Competencies

• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and manage multiple priorities
• Strong problem-solving and analytical skills
• Proficiency in Microsoft Office and ability to learn new software applications
• Ability to work independently and as part of a team
• Strong attention to detail and ability to maintain accuracy in a high-volume environment

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to providing our employees with opportunities for growth and development. As a Virtual Bilingual Customer Service Advisor, you will have access to training and development programs, mentorship, and career advancement opportunities. You will also be part of a dynamic team that values collaboration, innovation, and excellence.

Work Environment and Company Culture

arenaflex is a company that values diversity, equity, and inclusion. We believe in creating a work environment that is welcoming, inclusive, and respectful of all employees. Our company culture is built on the principles of compassion, empathy, and professionalism, and we're committed to making a positive impact on the lives of our patients and employees.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive total rewards package that includes:

• 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, adoption assistance, and 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

Conclusion

If you're passionate about delivering exceptional customer service and making a difference in the healthcare industry, we encourage you to apply for our Virtual Bilingual Customer Service Advisor opening. At arenaflex, we value diversity, equity, and inclusion, and we're committed to creating a work environment that is welcoming, inclusive, and respectful of all employees. Don't miss this opportunity to join our team and unlock the possibilities for your career growth and development. Apply today!

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.

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