Experienced Customer Service Representative for Chat and CRM Support - Delivering Exceptional Patient Experiences in a Fast-Paced Healthcare Environment

Introduction to arenaflex arenaflex is a leading organization in the healthcare industry, dedicated to providing top-notch services that cater to the needs of patients, providers, and the community. We are committed to excellence, innovation, and compassion, and we strive to make a positive impact on the lives of those we serve. As we continue to grow and expand our services, we are seeking a highly skilled and dedicated Customer Service Representative to join our team. In this role, you will play a vital part in delivering exceptional patient experiences through our online web chat and CRM platform. Job Overview The Customer Service Representative will be responsible for engaging with patients through an online web chat and/or responding to patient messages through the CRM platform. This is a full-time, remote position that offers a unique opportunity to work in a fast-paced environment, utilizing your excellent communication skills, analytical abilities, and knowledge of healthcare operations to provide top-notch support to our patients. Key Responsibilities Performs clerical and customer service functions required to service the needs of patients, providers, and the organization, ensuring timely and effective resolution of patient inquiries and concerns. Researches and responds, in a professional manner, to a high volume of patient messages related to billing questions and inquiries, providing accurate and helpful information to resolve issues efficiently. Negotiates payment on patient account balances, communicating hospital financial policies to patients and identifying those who may need financial assistance. Retains a thorough understanding of insurance, registration, scheduling, referrals, authorizations, and account follow-up to secure reimbursement of claims, staying up-to-date with changing regulations and policies. Works accurately and efficiently in a computer-based environment, utilizing multiple monitors and computer systems simultaneously, with a minimum typing speed of 25 words per minute. Adheres to production standards set for the department and client, ensuring high-quality performance and meeting deadlines. Maintains accuracy and confidentiality in handling medical records, complying with HIPAA, Federal, State, and arenaflex requirements, to protect patient privacy and security. Performs other duties as assigned by the manager, demonstrating flexibility and a willingness to adapt to changing priorities and needs. Qualifications and Requirements To succeed in this role, you must possess a combination of education, experience, and skills that enable you to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required for this position. Education and Experience High school diploma or equivalent required. At least 2 years of experience in healthcare collections, billing, insurance-related experience, and customer service, with a strong understanding of healthcare operations and patient needs. Two years of experience working with Medicare, Medicaid, and other commercial payers (HMO, PPO) preferred, with a thorough knowledge of insurance verification processes and regulations. Certifications such as CHAA (Certified Healthcare Access Associate), CPAR (Certified Patient Account Representative), and/or CFC (Certified Financial Counselor) are preferred, demonstrating a commitment to professional development and excellence in the field. Knowledge, Skills, and Abilities Intermediate to advanced computer skills using Microsoft Word, Excel, and Access, with the ability to learn and adapt to new systems and technologies. Ability to multi-task in a fast-paced environment, prioritizing tasks and managing time effectively to meet deadlines and performance standards. Excellent written communication skills, with the ability to craft clear, concise, and professional responses to patient inquiries and concerns. Good organizational skills, with the ability to work independently and as part of a team, demonstrating flexibility and a willingness to adapt to changing priorities and needs. Strong analytical and problem-solving skills, with the ability to analyze complex information, identify solutions, and implement effective resolutions. High attention to detail, with a focus on accuracy and quality in all aspects of work, ensuring compliance with regulations and policies. Ability to read and understand a variety of information presented in different formats from a variety of sources, with a strong understanding of healthcare terminology and concepts. Working knowledge of health insurance and insurance verification processes, with a thorough understanding of Medicare, Medicaid, and commercial payers. Career Growth and Development At arenaflex, we are committed to the growth and development of our employees, providing opportunities for professional development, training, and advancement. As a Customer Service Representative, you will have the opportunity to expand your skills and knowledge, taking on new challenges and responsibilities as you grow in your role. Our comprehensive training program will equip you with the skills and confidence you need to succeed, and our supportive team environment will encourage you to reach your full potential. Work Environment and Company Culture arenaflex is a dynamic and innovative organization, dedicated to making a positive impact on the lives of our patients and the community. Our remote work environment offers flexibility and convenience, allowing you to work from the comfort of your own home. Our company culture is built on values of compassion, excellence, and teamwork, and we strive to create a positive and supportive work environment that fosters collaboration, creativity, and growth. Compensation and Benefits arenaflex offers a competitive compensation package, including a comprehensive benefits program that includes: 401(k) retirement plan Dental insurance Flexible schedule Health insurance Paid time off Vision insurance We also offer a range of perks and benefits, including opportunities for professional development, training, and advancement, as well as a supportive team environment and a dynamic company culture. Conclusion If you are a motivated and compassionate individual with a passion for delivering exceptional patient experiences, we encourage you to apply for this exciting opportunity to join our team as a Customer Service Representative. With your skills, experience, and knowledge, you will play a vital role in supporting our patients and contributing to the success of arenaflex. Apply today and take the first step towards a rewarding and challenging career in a dynamic and innovative organization. Apply for this job