Experienced Customer Resolution Specialist for Remote Patient Care Services – Delivering Exceptional Patient Experiences through Empathetic Support and Effective Billing Solutions

Introduction to arenaflex arenaflex is at the forefront of healthcare innovation, driven by a legacy of hope and a commitment to delivering exceptional patient experiences. As a leader in the healthcare industry, we are dedicated to providing outstanding quality, compassion, and coordination in all aspects of patient care. Our team is passionate about making a difference in the lives of our patients and their families, and we are now seeking an experienced Customer Resolution Specialist to join our remote patient care services team. Job Overview In this critical role, you will be responsible for performing customer care activities in accordance with applicable Federal, State, and local standards, guidelines, and regulations. Your expertise will focus on customer service, billing, and patient account balance collection activities associated with hospital and professional revenue cycles. As a key member of our team, you will ensure that all customer interactions are handled with empathy, professionalism, and a patient-centered approach. Key Responsibilities Perform or request adjustments and contractual write-offs as applicable, ensuring compliance with regulatory requirements and arenaflex policies. Maintain a thorough understanding of hospital and professional billing procedures, payment practices, and reimbursement rules, including government and non-government payer requirements. Resolve customer service inquiries related to benefit and eligibility information, billing and payment issues, authorization for treatment, and explanation of benefits (EOB). Perform timely and efficient collection of self-pay balances by calling patients, guarantors, and others to collect or arrange budget plan options and resolve issues. Conduct presumptive charity determinations and bad debt request transfers as applicable, ensuring that all actions are taken with sensitivity and compassion. Meet daily productivity standards, post action codes related to patient accounts, and maintain accurate records of all interactions. Demonstrate a thorough understanding of departmental policies and procedures, adhering to established guidelines and protocols. Qualifications and Requirements To be successful in this role, you will need to possess a combination of education, experience, and skills that demonstrate your ability to provide exceptional customer service and navigate complex billing and reimbursement processes. Essential Qualifications High School diploma or GED equivalent required. Three (3) years of progressively responsible and directly related work experience in customer service, billing, or a related field. Knowledge of government and non-government payer requirements, reimbursement rules, laws, and regulations that govern billing and collection activities. Medical terminology, CPT-4, ICD-9, HCPCS, modifier coding, and understanding of how these items drive reimbursement. Principles and practices of customer service and telephone courtesy, with a focus on patient-centered interactions. Organizational, planning, analytical, and problem-solving skills, with attention to detail and follow-through. Demonstrated verbal and written communication skills, with proficiency in Microsoft Office applications (Word and Excel). Preferred Qualifications Epic Professional Billing experience preferred. HFMA - Certified Rev Cycle Rep (CRCR) certification preferred. Previous experience in a healthcare setting, with knowledge of hospital and professional billing procedures and payment practices. Career Growth and Development At arenaflex, we are committed to supporting the growth and development of our employees. As a Customer Resolution Specialist, you will have access to training and development opportunities, including ongoing education and professional certification programs. Our goal is to empower you with the knowledge, skills, and competencies needed to succeed in your role and advance your career in the healthcare industry. Work Environment and Company Culture arenaflex is dedicated to creating a work environment that is inclusive, supportive, and empowering. Our company culture is built on a foundation of respect, compassion, and teamwork, with a focus on delivering exceptional patient experiences. As a remote employee, you will be part of a dynamic team that is passionate about making a difference in the lives of our patients and their families. Compensation and Benefits arenaflex offers a competitive compensation package, with a base pay scale starting at $38.33 - $43.17 per hour. Our benefits package includes a range of perks and benefits, such as medical, dental, and vision insurance, retirement savings plans, and paid time off. We also offer opportunities for professional growth and development, with a focus on supporting the ongoing education and training needs of our employees. Conclusion If you are a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Customer Resolution Specialist at arenaflex, you will be part of a team that is dedicated to making a difference in the lives of our patients and their families. Join us in our mission to provide outstanding quality, compassion, and coordination in all aspects of patient care, and take the first step towards a rewarding and challenging career in the healthcare industry. Apply for this job