**Experienced Part-Time Remote Customer Service Specialist – Healthcare Access Center**

Join arenaflex, a leading healthcare organization, as a Part-Time Remote Customer Service Specialist in our Access Center. As a key member of our team, you will play a vital role in providing exceptional customer service to patients, healthcare providers, and facilities. If you're passionate about delivering high-quality care and have a knack for problem-solving, we encourage you to apply for this exciting opportunity.

• *About arenaflex**

arenaflex is a multi-specialty physician-led organization that includes over 600 doctors and advanced practice providers affiliated with top-ranked hospitals in the Midwest region. Since 1994, we have provided access to extraordinary care in over 145 locations and 25 specialties in the greater St. Louis, mid-Missouri, and southern Illinois areas. Our providers are nationally recognized for excellent patient satisfaction, quality healthcare, and improving the health and well-being of the communities we serve.

• *Role Purpose**

As a Customer Service Representative in our Access Center, you will be responsible for answering a high volume of inbound calls for assigned arenaflex practices. This position serves as the initial point of contact and a liaison between patients, healthcare facilities, physicians, clinical staff, and practices to facilitate patient healthcare needs. You will utilize an electronic health record to validate and capture clinical and financial information, contributing to the coordination of patient care.

• *Responsibilities**

• Navigate the electronic health record to obtain and validate historical information; capture and document demographic and financial information in the electronic health record; maintain accountability for accurate data entry in the electronic health record and maintain patient privacy and security as outlined by HIPAA.
• Manage a high volume of incoming calls from patients, healthcare providers, and facilities who are calling for a variety of reasons, to include scheduling appointments, refilling medications, obtaining insurance referrals, receiving symptom-based care, obtaining pre-certification for testing, insurance and/or billing questions, requests for medical forms and/or test results, etc.; ensure resolution to the call.
• Leverage critical thinking with speed and accuracy to identify reason for the call and take appropriate action based on caller need and acuity; research complex issues in the electronic health record and consult/escalate to clinical staff when necessary; leverage multiple job aids and resources to provide appropriate level of service.
• Schedule patient visits based on complex provider preferences; verify and update insurance and checks insurance eligibility; collect and document demographics; maintain proficiency in and share knowledge of insurance basics, MyChart, and appointment instructions; document and send messages to providers and clinical staff in the electronic health record for clinical-based needs; communicate directly with providers (physicians) to relay pertinent clinical information during after hours.
• Manage calls within established performance and customer service standards; achieve targeted abandoned call rate, average speed of answer, and average transaction time; provide excellent and consistent customer service in a variety of situations; communicate in a professional, positive, and respectful manner with patients, providers, arenaflex staff, and external organizations.
• arenaflex has determined this is a safety-sensitive position. The ability to work in a constant state of alertness and in a safe manner is an essential function of this job.

• *Schedule**

• Monday and Tuesday: 8:00 am - 2:30 pm
• Friday: 9:00 am - 1:00 pm

• *Minimum Requirements**

• Education: High School Diploma or GED
• Experience: 2-5 years
• Supervisor Experience: No Experience

• *Benefits and Legal Statement**

arenaflex Total Rewards

At arenaflex, we're committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social, and financial well-being.

• Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date
• Disability insurance* paid for by arenaflex
• Pension Plan*/403(b) Plan funded by arenaflex
• 401(k) plan with arenaflex match
• Tuition Assistance available on first day
• arenaflex Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays, and personal time
• Adoption assistance

To learn more, go to www.arenaflextotalrewards.com/Benefits
• Not all benefits apply to all jobs

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties, and qualifications required of employees assigned to this job. Equal Opportunity Employer

• *How to Apply**

If you're passionate about delivering exceptional customer service and have a knack for problem-solving, we encourage you to apply for this exciting opportunity. Please visit our website to learn more and submit your application.