At arenaflex, we are dedicated to delivering exceptional customer service and administrative support to our esteemed clients, including ColumbiaDoctors, one of the largest multi-specialty practices in the Northeast. As a Customer Service Specialist I, you will play a vital role in handling and resolving incoming phone calls from patients, insurance carriers, and physician offices, ensuring seamless communication and efficient resolution of patient balances and billing inquiries.
**About arenaflex**
arenaflex is a leading provider of administrative and clinical support staff for top healthcare providers, including ColumbiaDoctors. Our team is committed to excellence, innovation, and customer satisfaction, and we are proud to offer a dynamic and supportive work environment that fosters growth and development.
**Job Summary**
The Customer Service Specialist I is responsible for handling and resolving incoming phone calls from patients, insurance carriers, and physician offices, with a focus on collections, payment arrangements, and patient account updates. This role requires exceptional communication and problem-solving skills, as well as a strong understanding of healthcare billing and insurance regulations.
**Key Responsibilities**
- Handle a large volume of calls and perform work in a timely manner, ensuring efficient resolution of patient balances and billing inquiries.
- Attempt to collect full payment from patients or guarantors in a professional and courteous manner, while adhering to company policies and procedures.
- Establish payment arrangements per guidelines, documenting terms in the billing system and applying payments collected over the phone to each date of service.
- Handle customer inquiries, disputes, and complaints, escalating contentious complaints to a supervisor or higher management as needed.
- Obtain all 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.
**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.
- 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 other electronic billing systems.
- Knowledge of medical terminology and coding systems, such as ICD-10 and CPT.
- Previous experience in a revenue cycle or billing environment, with a focus on customer service and collections.
**Skills and Competencies**
- Excellent communication and interpersonal skills, with the ability to interact with patients, insurance carriers, and physician offices in a professional and courteous manner.
- Strong problem-solving and analytical skills, with the ability to navigate complex billing and insurance regulations.
- Ability to work in a fast-paced environment, with a high volume of calls and deadlines to meet.
- Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Ability to maintain confidentiality and handle sensitive patient information with discretion.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we are committed to supporting the growth and development of our employees. As a Customer Service Specialist I, you will have opportunities to:
- Participate in ongoing training and education programs, including revenue cycle and billing training.
- Collaborate with experienced professionals in the healthcare industry, gaining valuable insights and expertise.
- Develop your skills and competencies in areas such as customer service, collections, and billing.
- Pursue career advancement opportunities within arenaflex, with a focus on revenue cycle and billing leadership roles.
**Work Environment and Company Culture**
arenaflex is a dynamic and supportive work environment that fosters
