**Experienced Customer Care Specialist – Medical Billing Support – FULLY REMOTE IN US**
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 World-Class Client Support Division.
**About arenaflex**
arenaflex is a pioneer in the medical billing and payment processing industry, with a proven track record of success. Our products and services have connected over 1,500,000+ submitters and 5,000+ Workers' Compensation, Group Health, and Auto Medical payers nationwide. Our commitment to excellence has earned us a reputation as the leading connectivity solution in the market.
**Job Summary**
As a Customer Care Specialist, you'll play a critical role in providing exceptional support to new and existing payers and providers. You'll be responsible for account setup, maintenance, and acceptance and delivery of medical bills, payments, and/or other insurance-related processes. This includes direct interaction with our clients' business and technical resources, as well as internal arenaflex staff.
**Key Responsibilities**
* Respond to customer inquiries via phone or email, providing timely and effective solutions to their issues.
* Escalate and monitor issues that require coordination and follow-up with arenaflex internal departments (development, operations, engineering) and external business partners/clients.
* Create and monitor all Code Red (escalated/critical) issues to determine the necessary communication, whether internal or external.
* Reproduce issues on behalf of customers and assist in verifying fixes, account setup, etc.
* Accurately document all communications, research documentation, and relevant information in the Client Support ticketing system (Zendesk).
* Evaluate and resolve problems in a timely, efficient manner, consistently providing customers with status updates for any outstanding inquiries and issues.
* Direct and escalate requests internally for unresolved issues.
* Obtain all relevant information with a strong level of detail to effectively handle inquiries.
* Develop and maintain rapport with customers.
* Identify trends for process improvement.
* Perform all other duties as requested by management.
**Essential Qualifications**
* Strong advocate of customer service principles and practices.
* 3+ years of experience in a call center or customer care environment.
* Experience with medical billing.
* Proficiency with Microsoft Office Suite Products.
* Proven technical experience.
* Demonstrated troubleshooting and analytical skills.
* Exceptional multitasking skills required.
* Verbal and written communication skills MUST be professional and polished.
**Desired Competencies**
* Strong sense of urgency in addressing and responding to issues.
* Excellent interpersonal and communication skills.
* Adaptive listening skills with the ability to translate layman issues to technical staff and vice versa.
* Thorough attention to detail and accuracy.
* Ability to effectively multi-task and prioritize issues and requests.
* Ability to work independently with minimal supervision but can also thrive and interoperate within a dynamic team environment with limited structure.
* Understanding of the workers' compensation and/or group health insurance industry.
* Experience with X-12 File formats a plus.
* Experience working in an online customer service ticketing system for email and phone inquiries is a plus.
* Bi-lingual (Spanish) a plus.
**What We Offer**
* A dynamic and supportive work environment with opportunities for growth and development.
* Competitive hourly compensation and benefits package.
* Flexible remote work options, with the ability to work from home or our Concord, CA corporate office.
* Opportunities for professional growth and development, with a focus on customer satisfaction and excellence.
* A collaborative and inclusive team environment, with a commitment to diversity and inclusion.
**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. We can't wait to hear from you!
**Apply Now**
Apply Job!
**About arenaflex**
arenaflex is a pioneer in the medical billing and payment processing industry, with a proven track record of success. Our products and services have connected over 1,500,000+ submitters and 5,000+ Workers' Compensation, Group Health, and Auto Medical payers nationwide. Our commitment to excellence has earned us a reputation as the leading connectivity solution in the market.
**Job Summary**
As a Customer Care Specialist, you'll play a critical role in providing exceptional support to new and existing payers and providers. You'll be responsible for account setup, maintenance, and acceptance and delivery of medical bills, payments, and/or other insurance-related processes. This includes direct interaction with our clients' business and technical resources, as well as internal arenaflex staff.
**Key Responsibilities**
* Respond to customer inquiries via phone or email, providing timely and effective solutions to their issues.
* Escalate and monitor issues that require coordination and follow-up with arenaflex internal departments (development, operations, engineering) and external business partners/clients.
* Create and monitor all Code Red (escalated/critical) issues to determine the necessary communication, whether internal or external.
* Reproduce issues on behalf of customers and assist in verifying fixes, account setup, etc.
* Accurately document all communications, research documentation, and relevant information in the Client Support ticketing system (Zendesk).
* Evaluate and resolve problems in a timely, efficient manner, consistently providing customers with status updates for any outstanding inquiries and issues.
* Direct and escalate requests internally for unresolved issues.
* Obtain all relevant information with a strong level of detail to effectively handle inquiries.
* Develop and maintain rapport with customers.
* Identify trends for process improvement.
* Perform all other duties as requested by management.
**Essential Qualifications**
* Strong advocate of customer service principles and practices.
* 3+ years of experience in a call center or customer care environment.
* Experience with medical billing.
* Proficiency with Microsoft Office Suite Products.
* Proven technical experience.
* Demonstrated troubleshooting and analytical skills.
* Exceptional multitasking skills required.
* Verbal and written communication skills MUST be professional and polished.
**Desired Competencies**
* Strong sense of urgency in addressing and responding to issues.
* Excellent interpersonal and communication skills.
* Adaptive listening skills with the ability to translate layman issues to technical staff and vice versa.
* Thorough attention to detail and accuracy.
* Ability to effectively multi-task and prioritize issues and requests.
* Ability to work independently with minimal supervision but can also thrive and interoperate within a dynamic team environment with limited structure.
* Understanding of the workers' compensation and/or group health insurance industry.
* Experience with X-12 File formats a plus.
* Experience working in an online customer service ticketing system for email and phone inquiries is a plus.
* Bi-lingual (Spanish) a plus.
**What We Offer**
* A dynamic and supportive work environment with opportunities for growth and development.
* Competitive hourly compensation and benefits package.
* Flexible remote work options, with the ability to work from home or our Concord, CA corporate office.
* Opportunities for professional growth and development, with a focus on customer satisfaction and excellence.
* A collaborative and inclusive team environment, with a commitment to diversity and inclusion.
**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. We can't wait to hear from you!
**Apply Now**
Apply Job!