Job Description
As a Customer Service Specialist at arenaflex One Medical, you will play a vital role in delivering exceptional patient experiences and ensuring seamless communication regarding financial matters. Our team is dedicated to making healthcare more accessible and less complicated for our members, and we're looking for passionate individuals to join us on this mission. **A Day in the Life** In this role, you'll handle inbound calls from arenaflex One Medical patients regarding their medical bills, insurance claims, and payment inquiries. Daily activities will include reviewing patient accounts, processing payments, explaining EOBs (Explanation of Benefits), and coordinating with internal stakeholders such as medical billing specialists, insurance verification teams, and healthcare providers to resolve billing discrepancies. You'll solve problems like incorrect charges, insurance claim rejections, payment plan requests, and billing confusion. Regular communication with insurance companies to verify benefits and claim status is essential. The role requires documenting all interactions in the electronic health record system and following up on pending issues. **Key Responsibilities** * Handle patient phone calls and message inquiries, de-escalate issues, ensure patient satisfaction, and assist with navigating healthcare needs including insurance, billing, medical records, authorizations, and referrals, using impeccable C-I-CARE (a framework containing the key elements of a great interaction and effective communication that we use with patients and each other) in all interactions to ensure a positive experience. * Collaborate with providers and other operations team members to complete urgent tasks pertaining to patient billing issues and questions. * Proactively reach out to patients with open balances to assist with payment options, educate admins and patients on health insurance benefits, answer complex billing inquiries, resolve payment processing issues, support arenaflex One Medical's efforts to empower patients in resolving financial responsibilities, and maintain service level agreements in response time to admins and patients. * Assist admins with our member's billing needs via 1Life's tasking system to provide the best customer service. * Investigate claims through insurance to ensure they were processed according to the patient benefit plan, including reviewing and reconciling patient and insurance balances for accuracy. * Master our technology suite, including but not limited to RingCentral, Slack, G-suite, Zoom, and our Electronic Medical Record System 1Life, to be able to interact with team members and patients and complete daily work. * Contribute to team development through rounding, attending team huddles, participating in team problem-solving, supporting all in-office providers with urgent & stat patient needs. **About the Team** arenaflex One Medical's call center team combines healthcare expertise with a customer-obsessed culture to deliver exceptional patient support. Our team has focused on making healthcare more accessible and less complicated for members. We handle billing inquiries with empathy and efficiency. Our culture emphasizes leadership principles of ownership and continuous improvement, supported by ongoing training and development. Team members work in a diverse, inclusive environment where success is measured by positive patient impact while maintaining the highest standards of healthcare privacy and professionalism. **Basic Qualifications** * 2+ years of customer service experience in a call center environment * 1+ years with medical billing, insurance claims, or healthcare revenue cycle * Demonstrated proficiency in Microsoft Office Suite * Experience using electronic health records (EHR) or customer relationship management (CRM) systems * Knowledge of HIPAA compliance and healthcare privacy regulations * High school diploma or equivalent **Preferred Qualifications** * Spanish Speaking * Ability to work various shifts * Strong problem-solving and documentation skills * Ability to type 45+ WPM while maintaining accuracy **Compensation and Benefits** arenaflex One Medical offers a competitive compensation package, including a base pay range of $31,200/year in our lowest geographic market up to $50,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. **Why Join arenaflex One Medical?** * Be part of a team that's transforming the healthcare experience * Work in a diverse, inclusive environment where success is measured by positive patient impact * Enjoy ongoing training and development opportunities to support your growth and career advancement * Collaborate with healthcare experts and customer service professionals to deliver exceptional patient support * Contribute to a culture that emphasizes leadership principles of ownership and continuous improvement **How to Apply** If you're passionate about delivering exceptional patient experiences and making healthcare more accessible, we encourage you to apply for this role. Please visit our career site to submit your application and join our team at arenaflex One Medical. **Equal Opportunity Employer** arenaflex One Medical is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Apply for this job