Senior Full Remote Clinical Payroll Customer Services Specialist - Complex Clinical Compensation and Pay-Related Inquiries Resolution Expert
Introduction to arenaflex
arenaflex is a leading national medical group dedicated to delivering high-quality care to patients when and where they need it most. With a strong presence across the nation, arenaflex boasts a diverse team of clinicians and clinical support professionals who take pride in calling arenaflex home. Our organization welcomes teammates from every background and works in communities that reflect the racial, ethnic, gender, sexual orientation, and economic diversity of our country. As a pioneer in the healthcare industry, arenaflex is committed to innovation, excellence, and patient-centric care.
Job Overview
We are seeking an experienced Senior Full Remote Clinical Payroll Customer Services Specialist to join our team. As a Senior Specialist, you will provide expert support for moderate to complex clinical pay-related inquiries, resolving concerns and issues regarding payroll programs and policies via telephone, email, case management, and chat. You will work closely across departments to resolve escalated issues and collaborate with other functions to ensure continual innovation and streamlining of service delivery. This is a full-remote opportunity, available to candidates based in the United States.
Key Responsibilities
Provide timely and accurate resolution of clinical compensation and moderate to complex pay-related tickets that require research beyond existing guidelines, articles, process maps, and other relevant resources.
Utilize a comprehensive knowledge base, including articles, process maps, job aids, and other relevant resources, to perform tasks accurately and efficiently.
Acquire and maintain working knowledge of all clinical compensation and pay-related plans, policies, systems, and processes.
Research and perform reviews of compensation or related topics and compare contract language and arenaflex policy.
Pull pay-related data from multiple systems to determine gaps in pay or where compensation was not correctly entered to relay to the appropriate parties; may submit missing hours for payroll processing.
Prepare and perform initial reviews from questions to identify errors and necessary solutions; reviewing pay elements, including withholding, benefits deductions, additional compensation elements - RVUs, stipends, shift pay, etc.
Create and provide clear and concise summaries for clinicians and other stakeholders.
Provide outbound phone support when needed for complex issues requiring additional clarification or education.
Ensure duplicative tickets are completely reconciled and alert varying requesters accordingly.
Assess escalated inquiries to determine if they could have been resolved at Tier 1; provide feedback and education to the Tier 1 team to help them handle similar cases independently in the future.
Partner with other departments to obtain supplemental information, if available.
Understand adjacent service teams' support structure and promptly escalate uncommon or complex inquiries to the appropriate contacts.
Document resolution to uncommon queries to help build appropriate knowledge-based articles and inform smoother workflows.
Follow internal payroll schedules and other cyclical events to facilitate managing high-volume common issues.
Maintain relationships with Clinical Compensation and Payroll's Center of Excellence teams to maintain knowledge transfer on processes and other relevant topics.
Identify and partner with the Service Excellence team on opportunities to enhance and expand documentation.
Participate in process improvement initiatives, aiming to identify and address the root causes of duplicative tickets and recurring issues.
Other duties as assigned.
Essential Qualifications
To succeed in this role, you must possess:
Excellent written, oral, presentation, facilitation, and interpersonal communication skills.
Ability to multitask and prioritize workloads.
Strong problem-solving, critical thinking, organizational, and time management skills.
Strong collaboration and teamwork skills; communicates and works well in a team environment.
Demonstrates initiative and a personal commitment to producing quality work.
Ability to identify trends and related information.
Preferred Qualifications
While not required, the following qualifications are preferred:
Experience in customer service, administrative, and/or healthcare.
Knowledge of Microsoft Office Suite and systems and technology that support Oracle and Service Now.
Education and Experience
The following education and experience are required:
High School Degree or GED required.
2 years of customer service, administrative, and/or healthcare experience required.
Career Growth and Learning Benefits
At arenaflex, we are committed to the growth and development of our team members. As a Senior Full Remote Clinical Payroll Customer Services Specialist, you will have access to:
Ongoing training and development opportunities to enhance your skills and knowledge.
Cross-functional collaboration and teamwork to foster innovation and creativity.
Performance feedback and coaching to support your career growth and advancement.
Opportunities to participate in process improvement initiatives and contribute to the development of new processes and procedures.
Work Environment and Company Culture
arenaflex is dedicated to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on the following core values:
Be Curious: Embrace learning, seek out diversity of thought, listen openly, ask questions, and ask for feedback.
Instill Trust: Have the hard conversation, presume good intent, honor commitments, and do the right thing for patients and each other.
Pursue Extraordinary: Challenge the status quo, champion change, innovate, and constantly aim higher.
Care Deeply: Serve patients, partners, communities, and each other with empathy, compassion, and respect.
Embrace Teamwork: Work cross-functionally, break down walls, develop others, be inclusive, and unite to improve patient health.
Inspire Joy: Seek fulfillment and the joy of medicine, appreciate others, celebrate wins, and promote wellness and belonging.
Compensation, Perks, and Benefits
arenaflex offers a highly competitive salary and a comprehensive benefits package, including:
Medical, dental, vision, life, disability, healthcare FSA, dependent care FSA, limited healthcare FSA, FSAs for transportation and parking, and HSAs.
Paid time off, 9 observed holidays, and paid family leave.
Opportunities for professional growth and development.
A dynamic and inclusive work environment that values diversity, equity, and inclusion.
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for the Senior Full Remote Clinical Payroll Customer Services Specialist role at arenaflex. With a strong commitment to innovation, excellence, and patient-centric care, arenaflex is the perfect place to grow your career and make a meaningful impact in the healthcare industry. Apply now and join our team of experts!
Apply Now
arenaflex is a leading national medical group dedicated to delivering high-quality care to patients when and where they need it most. With a strong presence across the nation, arenaflex boasts a diverse team of clinicians and clinical support professionals who take pride in calling arenaflex home. Our organization welcomes teammates from every background and works in communities that reflect the racial, ethnic, gender, sexual orientation, and economic diversity of our country. As a pioneer in the healthcare industry, arenaflex is committed to innovation, excellence, and patient-centric care.
Job Overview
We are seeking an experienced Senior Full Remote Clinical Payroll Customer Services Specialist to join our team. As a Senior Specialist, you will provide expert support for moderate to complex clinical pay-related inquiries, resolving concerns and issues regarding payroll programs and policies via telephone, email, case management, and chat. You will work closely across departments to resolve escalated issues and collaborate with other functions to ensure continual innovation and streamlining of service delivery. This is a full-remote opportunity, available to candidates based in the United States.
Key Responsibilities
Provide timely and accurate resolution of clinical compensation and moderate to complex pay-related tickets that require research beyond existing guidelines, articles, process maps, and other relevant resources.
Utilize a comprehensive knowledge base, including articles, process maps, job aids, and other relevant resources, to perform tasks accurately and efficiently.
Acquire and maintain working knowledge of all clinical compensation and pay-related plans, policies, systems, and processes.
Research and perform reviews of compensation or related topics and compare contract language and arenaflex policy.
Pull pay-related data from multiple systems to determine gaps in pay or where compensation was not correctly entered to relay to the appropriate parties; may submit missing hours for payroll processing.
Prepare and perform initial reviews from questions to identify errors and necessary solutions; reviewing pay elements, including withholding, benefits deductions, additional compensation elements - RVUs, stipends, shift pay, etc.
Create and provide clear and concise summaries for clinicians and other stakeholders.
Provide outbound phone support when needed for complex issues requiring additional clarification or education.
Ensure duplicative tickets are completely reconciled and alert varying requesters accordingly.
Assess escalated inquiries to determine if they could have been resolved at Tier 1; provide feedback and education to the Tier 1 team to help them handle similar cases independently in the future.
Partner with other departments to obtain supplemental information, if available.
Understand adjacent service teams' support structure and promptly escalate uncommon or complex inquiries to the appropriate contacts.
Document resolution to uncommon queries to help build appropriate knowledge-based articles and inform smoother workflows.
Follow internal payroll schedules and other cyclical events to facilitate managing high-volume common issues.
Maintain relationships with Clinical Compensation and Payroll's Center of Excellence teams to maintain knowledge transfer on processes and other relevant topics.
Identify and partner with the Service Excellence team on opportunities to enhance and expand documentation.
Participate in process improvement initiatives, aiming to identify and address the root causes of duplicative tickets and recurring issues.
Other duties as assigned.
Essential Qualifications
To succeed in this role, you must possess:
Excellent written, oral, presentation, facilitation, and interpersonal communication skills.
Ability to multitask and prioritize workloads.
Strong problem-solving, critical thinking, organizational, and time management skills.
Strong collaboration and teamwork skills; communicates and works well in a team environment.
Demonstrates initiative and a personal commitment to producing quality work.
Ability to identify trends and related information.
Preferred Qualifications
While not required, the following qualifications are preferred:
Experience in customer service, administrative, and/or healthcare.
Knowledge of Microsoft Office Suite and systems and technology that support Oracle and Service Now.
Education and Experience
The following education and experience are required:
High School Degree or GED required.
2 years of customer service, administrative, and/or healthcare experience required.
Career Growth and Learning Benefits
At arenaflex, we are committed to the growth and development of our team members. As a Senior Full Remote Clinical Payroll Customer Services Specialist, you will have access to:
Ongoing training and development opportunities to enhance your skills and knowledge.
Cross-functional collaboration and teamwork to foster innovation and creativity.
Performance feedback and coaching to support your career growth and advancement.
Opportunities to participate in process improvement initiatives and contribute to the development of new processes and procedures.
Work Environment and Company Culture
arenaflex is dedicated to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our company culture is built on the following core values:
Be Curious: Embrace learning, seek out diversity of thought, listen openly, ask questions, and ask for feedback.
Instill Trust: Have the hard conversation, presume good intent, honor commitments, and do the right thing for patients and each other.
Pursue Extraordinary: Challenge the status quo, champion change, innovate, and constantly aim higher.
Care Deeply: Serve patients, partners, communities, and each other with empathy, compassion, and respect.
Embrace Teamwork: Work cross-functionally, break down walls, develop others, be inclusive, and unite to improve patient health.
Inspire Joy: Seek fulfillment and the joy of medicine, appreciate others, celebrate wins, and promote wellness and belonging.
Compensation, Perks, and Benefits
arenaflex offers a highly competitive salary and a comprehensive benefits package, including:
Medical, dental, vision, life, disability, healthcare FSA, dependent care FSA, limited healthcare FSA, FSAs for transportation and parking, and HSAs.
Paid time off, 9 observed holidays, and paid family leave.
Opportunities for professional growth and development.
A dynamic and inclusive work environment that values diversity, equity, and inclusion.
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for the Senior Full Remote Clinical Payroll Customer Services Specialist role at arenaflex. With a strong commitment to innovation, excellence, and patient-centric care, arenaflex is the perfect place to grow your career and make a meaningful impact in the healthcare industry. Apply now and join our team of experts!
Apply Now