At arenaflex, we're revolutionizing the way medical providers and payers manage their billing and payment processing needs. As a leader in Digital Transaction Processing, we're committed to delivering innovative solutions that streamline operations, improve payment cycles, and reduce frictional costs. With a strong focus on customer satisfaction, we're seeking an experienced Customer Care Specialist to join our team and provide exceptional support to our clients.
**About arenaflex**
arenaflex is a pioneer in the medical billing and payment processing industry, with a proven track record of success. We've established a vast network of connections with 1,500,000+ submitters and 5,000+ Workers' Compensation, Group Health, and Auto Medical payers nationwide. Our cutting-edge solutions have earned us the reputation as the leading connectivity solution in the market.
**About the Role**
As a Customer Care Specialist at arenaflex, you'll be part of our World-Class Client Support Division, responsible for providing top-notch support to new and existing payers and providers. You'll work closely with our clients' business and technical resources, as well as internal arenaflex staff, to resolve issues and deliver exceptional customer experiences.
**Key Responsibilities**
* Respond to customer inquiries via phone or email, providing timely and effective resolutions to their concerns.
* Escalate and monitor issues that require coordination and follow-up with arenaflex internal departments and external business partners/clients.
* Create and monitor Code Red (escalated/critical) issues, determining the severity of the issue and communicating with stakeholders as needed.
* Reproduce issues on behalf of customers and assist in verifying fixes, account set-up, and other relevant tasks.
* Accurately document all communications, research documentation, and relevant information in our Client Support ticketing system (Zendesk).
* Evaluate and resolve problems in a timely, efficient manner, consistently providing customers with status updates for outstanding inquiries and issues.
* Direct and escalate requests internally for unresolved issues, obtaining all relevant information with a strong level of detail to effectively handle inquiries.
* Develop and maintain rapport with customers, identifying trends for process improvement and contributing to a positive customer experience.
**Skills and Experience Required**
* Strong advocate of customer service principles and practices, with a minimum of 3 years of experience in a call center or customer care environment.
* Experience with medical billing and proficiency with Microsoft Office Suite products.
* Proven technical experience, with demonstrated troubleshooting and analytical skills.
* Exceptional multitasking skills, with the ability to work independently with minimal supervision and thrive in a dynamic team environment.
* Verbal and written communication skills must be professional and polished, with a strong sense of urgency in addressing and responding to issues.
**Desired Competencies**
* Excellent interpersonal and communication skills, with adaptive listening skills to translate layman issues to technical staff and vice versa.
* Thorough attention to detail and accuracy, with the ability to effectively multi-task and prioritize issues and requests.
* Understanding of the workers' compensation and/or group health insurance industry, with experience working in an online customer service ticketing system for email and phone inquiries a plus.
* Bi-lingual (Spanish) a plus, with experience with X-12 File formats also a plus.
**Other**
* Location: Remote or Concord, CA corporate office
* Reports to: Client Support Supervisor
* No Direct Reports
* Full Time Position
* Hourly/Non-Exempt
**Why Join arenaflex?**
* Opportunity to work with a World-Class team in the medical billing and payment processing industry.
* Competitive compensation and benefits package.
* Comprehensive training and development programs to enhance your skills and career growth.
* Collaborative and dynamic work environment with a strong focus on customer satisfaction.
* Flexible remote work options, with the opportunity to work from home or our Concord, CA corporate office.
**How to Apply**
If you're a customer-focused professional with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications.