Job Description
At arenaflex, we're dedicated to providing exceptional customer service to our clients while fostering a positive and inclusive work environment. As a 100% employee-owned accounts receivable company, we're committed to delivering top-notch results in a fast-paced environment. We're seeking a highly skilled and bilingual Customer Service Representative to join our team, working remotely from the comfort of your own home. **About arenaflex** arenaflex has been a trusted partner in the medical debt collection industry since 1915. Our team of experts is passionate about delivering exceptional service to our clients while upholding the highest standards of professionalism and integrity. As an employee-owned company, we're committed to empowering our team members to grow and succeed in their careers. **Job Summary** We're seeking a highly motivated and bilingual Customer Service Representative to join our team. As a key member of our customer service team, you'll be responsible for handling high volumes of inbound and outbound calls, providing empathetic and knowledgeable assistance to patients, and ensuring a seamless customer experience. If you're a team player with excellent communication skills and a passion for delivering exceptional customer service, we want to hear from you! **Key Responsibilities** • Handle high volumes of inbound and outbound calls to/from members and providers, including queue callbacks, return voicemails, and leaving messages for patients when not available during a queued call back. • Work in client's IVR (CX1/Nice) & CRM (EPIC Tapestry) systems, as well as any other system dictated by the client. • Successfully learn and reference Project Scripts and FAQs for proper call handling. • Adhere to all requirements to be compliant with the client and achieve a 5-star rating. • Attend and pass all required training, including classroom, in-house, and virtual sessions. • Provide empathetic and knowledgeable assistance, navigate policy details, assist with billing issues, and ensure a seamless customer experience. • Review and respond to emails per management expectations, meeting KPIs and Service Level Agreements. • Maintain an average 6-minute handle call time and achieve first call resolution. • Maintain accurate records of patient interactions and transactions in detail, updating patient information in the client's system. • Demonstrate attention to detail, achieve determined production, quality, and work performance expectations. • Perform special projects as assigned. • Maintain compliance with CMS, FDCPA, FCRA, HIPAA, and local, state, and federal laws. • Adhere to all company policies, procedures, and standards. **Knowledge, Skill, and Ability Requirements** • Minimum of 6 months' Customer Service experience. • Excellent oral and written communication skills, with excellent organizational and follow-up skills. • Professional telephone demeanor and customer-centric attitude to maintain a pleasant interaction. • Knowledge of medical terminology, standard hospital operations, and financial services preferred but not required. • Ability to navigate computer systems, applications/software, telephone, fax scanner, and copier. • Analytical skills to identify and address underlying issues. • Interact successfully with all levels of staff and management, responding positively to direction and supervision. • Collaborate with colleagues and contribute to a positive team environment. • Ability to work in a fast-paced environment, efficiently manage multiple tasks and customer inquiries. • Keyboarding speed of 40 wpm, proficiency in Word, Excel, and Outlook. • Physical ability to sit at a workstation for 2 hours without interruption. • High school diploma or equivalent. • Successful completion of a criminal history screening. **What We Offer** • Competitive hourly pay rate, starting at $16.00 per hour. • Comprehensive benefits package, including: + 401(k) with company match. + Dental insurance. + Health insurance. + Paid time off. + Vision insurance. + Work from home flexibility. • Opportunity to grow and develop your career in a fast-paced and dynamic environment. • Collaborative and inclusive work environment, with a focus on teamwork and employee satisfaction. **Work Environment and Culture** At arenaflex, we're committed to creating a positive and inclusive work environment that fosters growth, development, and employee satisfaction. Our team is passionate about delivering exceptional customer service, and we're looking for like-minded individuals to join our team. As a remote employee, you'll have the flexibility to work from the comfort of your own home, with the support and resources you need to succeed. **How to Apply** If you're a motivated and bilingual Customer Service Representative looking for a new challenge, we want to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! **Note:** arenaflex is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job