Join arenaflex, a leading provider of administrative and clinical support services for ColumbiaDoctors, one of the largest multi-specialty practices in the Northeast, as a Customer Service Specialist I. This role offers a unique opportunity to grow your career in a dynamic and supportive environment while making a meaningful impact on patient care.
**About arenaflex**
arenaflex is a trusted partner to ColumbiaDoctors, providing expert support services that enable the practice to focus on delivering exceptional patient care. With a team of dedicated professionals, arenaflex is committed to excellence in customer service, revenue cycle management, and administrative support. Our mission is to empower healthcare providers to deliver high-quality care while ensuring seamless operations and optimal financial performance.
**Job Summary**
As a Customer Service Specialist I, you will play a critical role in handling and resolving incoming phone calls from patients, insurance carriers, and physician offices. Your primary responsibilities will include collections of outstanding patient balances, establishing payment arrangements, and updating patient and guarantor accounts with new demographic and insurance coverage information. You will work closely with patients, insurance carriers, and internal stakeholders to resolve issues, answer questions, and provide exceptional customer service.
**Key Responsibilities**
• Handle a large volume of calls and perform work in a timely manner, ensuring that patients and clients receive prompt and courteous service.
• Attempt to collect full payment from patients or guarantors in a professional and courteous manner, utilizing effective communication and negotiation skills.
• Establish payment arrangements per guidelines, documenting terms in the billing system and ensuring accurate and timely processing of payments.
• Apply payments collected over the phone to each date of service, ensuring accurate and timely posting of payments.
• Handle customer inquiries, disputes, and complaints, escalating contentious issues to supervisor or higher management as needed.
• Obtain all necessary insurance, demographic, and guarantor information, updating patient profiles and billing third-party payers as appropriate.
• Clearly document in the system a summary of work and follow-up steps after each call, ensuring accurate and timely tracking of patient interactions.
**Essential Qualifications**
• High school graduate or GED certificate is required.
• A minimum of 6 months' experience in a physician billing or third-party payer environment is preferred.
• Must demonstrate an understanding of contracts, insurance benefits, exclusions, and other billing requirements, as well as claim forms, HMOs, PPOs, Medicare, Medicaid, and compliance program regulations.
• Candidate must demonstrate the ability to understand and navigate the payer adjudication process, ensuring accurate and timely resolution of claims.
• Patient financial and practice management system experience in Epic and/or other electronic billing systems is preferred.
• Knowledge of medical terminology is preferred.
• Previous call center/claims experience is preferred.
• Previous experience in an academic healthcare setting is preferred.
**Preferred Qualifications**
• Bachelor's degree in a related field, such as healthcare administration or business.
• Experience with patient financial and practice management systems, including Epic and/or other electronic billing systems.
• Knowledge of medical terminology and coding systems, such as ICD-10 and CPT.
• Previous experience in a revenue cycle management role, including collections and patient financial services.
• Certification in a related field, such as Certified Medical Reimbursement Specialist (CMRS) or Certified Coding Specialist (CCS).
**Skills and Competencies**
• Excellent communication and interpersonal skills, with the ability to interact effectively with patients, insurance carriers, and internal stakeholders.
• Strong problem-solving and analytical skills, with the ability to navigate complex billing and insurance issues.
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple calls and responsibilities simultaneously.
• Strong organizational and time management skills, with the ability to meet deadlines and maintain accurate records.
• Proficiency in electronic billing systems, including Epic and/or other patient financial and practice management systems.
• Knowledge of medical terminology and coding systems, including ICD-10 and CPT.
**Career Growth Opportunities and Learning Benefits**
As a Customer Service Specialist I at arenaflex, you will have opportunities to grow and develop your skills and knowledge in a dynamic and supportive environment. Our comprehensive training program will equip you with the skills and expertise needed to succeed in this role, and our career ladder program will provide opportunities for advancement and professional growth.
**Work Environment and Company Culture**
arenaflex is committed to providing a productive and supportive work environment that fosters collaboration, innovation, and excellence. Our team of dedicated professionals is passionate about delivering exceptional customer service and making a meaningful impact on patient care. We offer a comprehensive benefits package, including healthcare, paid time off, and various other benefits to promote a healthy lifestyle.
**Compensation and Benefits**
arenaflex offers a competitive hourly rate range of $21.63 - $26.44, based on experience, skill set, training, and education. Our comprehensive benefits package includes:
• Healthcare and various other benefits
• Paid time off to promote a healthy lifestyle
• Opportunities for career growth and professional development
• Collaborative and supportive work environment
• Recognition and rewards for outstanding performance
**How to Apply**
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!