**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**