Senior Customer Experience Representative – Healthcare Billing and Collections Expert

Welcome to arenaflex: Where Compassion Meets Excellence in Healthcare

At arenaflex, we believe that healthcare is not just about treating patients, but about providing a holistic experience that encompasses empathy, care, and dedication. As a Senior Customer Experience Representative, you will play a vital role in ensuring that our patients receive the best possible care, while also serving as a mentor and resource to your colleagues. If you are passionate about delivering exceptional customer service, have a keen eye for detail, and are looking for a challenging yet rewarding career, then we invite you to join our team.

Your Role: The Heart of Our Operations

As a Senior Customer Experience Representative, you will be responsible for ensuring that all claims are processed and billed accurately and in a timely manner. Your expertise will be crucial in identifying trends and issues, making necessary corrections, and submitting claims to third-party payers. You will also be involved in special projects, staff training, and process improvement initiatives, making this a dynamic and engaging role that offers opportunities for growth and development.

Your Everyday Responsibilities:

• Maintain responsibility for the timely submission of all professional claims assigned, ensuring accuracy and compliance with state and federal regulations.
• Work daily electronic billing files, submit insurance claims to third-party payers, and review daily edit reports to make necessary corrections.
• Review error reports from electronic payers, identify errors, and make appropriate corrections to ensure accurate claim submission.
• Monitor claim rejections for trends and issues, reporting findings to your supervisor and contributing to process improvements.
• Prepare and submit manual insurance claims to third-party payers who do not accept electronic claims or require special handling.
• Coordinate medical record requests as needed, ensuring that all necessary documentation is accurate and up-to-date.
• Document billing activity on patient accounts, ensuring compliance with all state and federal billing regulations and reporting any suspected compliance issues to the Billing Manager and/or Supervisor.
• Collaborate with supervision, management, and patient accounting staff to improve processes, increase accuracy, create efficiencies, and achieve the overall goals of the department.
• Observe best practice processes in billing, follow-up, and customer service activities, serving as a role model for your colleagues.

The Must-Haves: Education, Experience, and Qualifications

To be successful in this role, you will need:

• High School Diploma/GED or equivalent, or 2 years of work experience.
• Preferred: 3 years of experience in a healthcare environment, particularly in healthcare billing, collections, payment processing, or denial management.
• Certification in billing and/or coding, demonstrating your expertise and commitment to the field.

Knowledge, Skills, and Abilities:

• Ability to pass basic computer skills test and system level training, demonstrating your proficiency in using technology to drive results.
• Working knowledge of system reports and the ability to analyze system information to determine the impact of possible changes.
• Demonstrated knowledge of hospital and professional billing processes and reimbursement, third-party contracting, insurance protocols, delay tactics, systems, and workflows.
• Ability to take initiative, identifying problems, conceptualizing resolutions, and implementing change, with a strong focus on process improvement and customer satisfaction.
• Possesses efficient time-management skills and proven ability to multitask under tight deadlines, with a strong attention to detail and ability to prioritize tasks effectively.
• Demonstrates excellent customer service skills, with a strong focus on empathy, compassion, and communication.
• Effective writing and communication skills, with the ability to articulate complex ideas and concepts in a clear and concise manner.
• Strong comfort level with computer systems, with the ability to learn and adapt to new technologies and software applications.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Senior Customer Experience Representative, you will have access to:

• Comprehensive training programs, designed to enhance your skills and knowledge in healthcare billing and collections.
• Opportunities for career advancement, with a focus on promoting from within and developing our employees for future leadership roles.
• A dynamic and supportive work environment, with a strong focus on teamwork, collaboration, and open communication.
• Competitive compensation and benefits package, with a focus on rewarding our employees for their hard work and dedication.

Work Environment and Company Culture

At arenaflex, we pride ourselves on our unique and inclusive company culture. We believe in:

• Delivering healthcare with heart, with a strong focus on compassion, empathy, and patient-centered care.
• Giving people a reason to smile, with a positive and supportive work environment that encourages collaboration and teamwork.
• Putting a little love in your work, with a focus on making a difference in the lives of our patients and their families.
• Being honest and real, but with compassion, with a strong focus on integrity, transparency, and open communication.
• Bringing some lagniappe into everything you do, with a focus on creativity, innovation, and continuous improvement.

Compensation, Perks, and Benefits

At arenaflex, we offer a competitive compensation and benefits package, with a focus on rewarding our employees for their hard work and dedication. This includes:

• Competitive salary and bonus structure, with opportunities for growth and advancement.
• Comprehensive benefits package, including medical, dental, and vision coverage, as well as retirement savings and paid time off.
• Opportunities for professional development and continuing education, with a focus on enhancing your skills and knowledge in healthcare billing and collections.
• A dynamic and supportive work environment, with a strong focus on teamwork, collaboration, and open communication.

Conclusion: Join Our Team and Make a Difference

If you are passionate about delivering exceptional customer service, have a keen eye for detail, and are looking for a challenging yet rewarding career, then we invite you to join our team as a Senior Customer Experience Representative. At arenaflex, we are committed to making a difference in the lives of our patients and their families, and we believe that you can play a vital role in this mission. Apply today and take the first step towards a fulfilling and rewarding career in healthcare billing and collections.

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