**Join arenaflex, a leading provider of full-service home medical equipment products and services, in empowering patients to live their best lives out of the hospital and in their homes.**
At arenaflex, we are passionate about making a profound impact on the quality of patients' lives. As a Customer Service Specialist, you will play a vital role in ensuring successful service for our patients. If you are passionate about delivering exceptional customer service, working in a fast-paced environment, and making a difference in people's lives, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a dynamic and innovative company that offers a wide range of home medical equipment products and services to patients across the country. Our mission is to empower patients to live their best lives by providing them with the necessary equipment and support to manage their health conditions effectively. We are committed to delivering exceptional customer service, ensuring that our patients receive the highest level of care and support.
**Job Summary**
As a Customer Service Specialist at arenaflex, you will be responsible for learning and understanding the entire front-end process to ensure successful service for our patients. You will work in a fast-paced environment, answering inbound calls and making outbound calls to patients, healthcare providers, and insurance companies. Your primary responsibilities will include:
**Key Responsibilities**
* Develop and maintain working knowledge of current products and services offered by arenaflex
* Answer all calls and emails in a timely manner, in adherence to our goals
* Document all call information according to standard operating procedures
* Answer questions about products and services, retail stores, general service line information, and other information as necessary based on customer call needs
* Process orders, route calls to appropriate resources, and follow up on customer calls where necessary
* Review all required documentation to ensure accuracy
* Accurately process, verify, and/or submit documentation and orders
* Complete insurance verification to determine patient's eligibility, coverage, co-insurances, and deductibles
* Obtain pre-authorization if required by an insurance carrier and process physician orders to insurance carriers for approval and authorization when required
* Must be able to navigate through multiple online EMR systems to obtain applicable documentation
* Enter and review all pertinent information in EMR system, including authorizations and expiration dates
* Communicate with Customer Service and Management on an on-going basis regarding any noticed trends with insurance companies
* Verify insurance carriers are listed in the company's database system, if not request the new carrier is entered
* Responsible for contacting patient when documentation received does not meet payer guidelines to provide updates and offer additional options to facilitate the referral process
* Meet quality assurance requirements and other key performance metrics
* Facilitate resolution on customer complaints and problem-solving
* Pays attention to detail and has great organizational skills
* Actively listens to patients and handle stressful situations with compassion and empathy
* Flexible with the actual work and the hours of operation
* Utilize company-provided tools to maintain quality, including but not limited to Authorization Guidelines, Insurance Guidelines, Fee Schedules, NPI (National Provider Identifier), PECOS (the Medicare Provider Enrollment, Chain, and Ownership System), and "How-To" documents
**Competency, Skills, and Abilities**
* Excellent customer service skills
* Analytical and problem-solving skills with attention to detail
* Decision-making
* Excellent ability to communicate both verbally and in writing
* Ability to prioritize and manage multiple tasks
* Proficient computer skills and knowledge of Microsoft Office
* Solid ability to learn new technologies and possess the technical aptitude required to understand the flow of data through systems as well as system interaction
* General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred
* Work well independently and as part of a group
* Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative, and work effectively on a team
**Requirements**
* Minimum Job Qualifications:
+ High School Diploma or equivalent
+ One (1) year work-related experience in healthcare administrative, financial, or insurance customer services, claims, billing, call center, or management, regardless of industry
+ Senior level requires two (2) years of work-related experience and one (1) year of exact job experience
+ Exact job experience is considered any of the above tasks in a Medicare-certified environment
**What We Offer**
* Competitive salary and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive training and support to ensure your success
* Flexible work arrangements, including remote work options
* Access to cutting-edge technology and tools
* Opportunities to make a meaningful impact on patients' lives
**Why Join arenaflex?**
* arenaflex is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual's race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law.
* We are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees.
* Our company culture is built on the principles of teamwork, innovation, and customer-centricity.
* We are passionate about making a difference in people's lives and are committed to delivering exceptional customer service.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about making a difference in people's lives, we encourage you to apply for this exciting opportunity. Please click on the link below to submit your application:
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We look forward to hearing from you and exploring how you can contribute to our mission to empower patients to live their best lives.
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