Remote Patient Accounts Customer Service Representative – Healthcare Billing & Account Resolution Specialist (Work From Home)

About arenaflex

arenaflex is a forward-thinking healthcare services organization dedicated to simplifying the financial experience for patients across the country. Operating at the intersection of compassionate patient care and modern revenue cycle management, arenaflex partners with healthcare providers, clinics, and specialty practices to deliver best-in-class patient account services, billing support, and customer engagement solutions. Our team is fully remote, our culture is built on trust, and our mission is rooted in one simple idea: when patients feel supported, they heal better. Every call answered at arenaflex is an opportunity to ease a stressful moment, clarify a confusing bill, and restore confidence in the healthcare experience.

As we continue to expand our national footprint, we are looking for driven, empathetic, and detail-oriented professionals who thrive in a fast-paced, metrics-informed, patient-first environment. If you are someone who genuinely enjoys helping others, can navigate complex account issues with patience and precision, and wants to build a long-term career in healthcare customer service, this opportunity at arenaflex is built for you.

Position Summary

arenaflex is hiring a Remote Patient Accounts Customer Service Representative – Healthcare Billing & Account Resolution Specialist to join our Corporate Customer Service team. Reporting to the Customer Service leadership team, this role is responsible for handling a high volume of inbound and outbound patient calls in a prompt, courteous, and professional manner. You will resolve patient questions and concerns related to account balances, billing statements, payment plans, insurance explanation of benefits (EOB), and service-related inquiries. The ideal candidate is a strong communicator, a confident problem-solver, and someone who takes pride in turning a frustrated caller into a loyal, satisfied patient advocate for arenaflex.

This is a fully remote position. To ensure alignment with our patient call patterns and operational hours, successful candidates must be available to work the scheduled shift of 10:30 AM to 7:00 PM Central Standard Time (CST), Monday through Friday. All candidates must successfully pass a background check and drug screen prior to employment.

Key Responsibilities

As a Customer Service Representative at arenaflex, you will own a wide range of patient-facing and back-office account activities. Your core responsibilities include, but are not limited to:

• Patient Communication & Call Handling: Answer an average of 65 incoming calls per day, ensuring every call is answered within two minutes of entering the system. Open and close every interaction using the approved dialogue parameters established by arenaflex leadership, maintaining a friendly, empathetic, and professional tone at all times.
• Account Resolution: Review explanation of benefits (EOB) documentation thoroughly, notate patient accounts with detailed collection activity, and proactively work toward complete account resolution. Investigate discrepancies and partner with internal teams when escalation is required.
• Billing Accuracy & Data Integrity: Review patient bills for accuracy and completeness, identify missing or incorrect information, and obtain needed details from patients, providers, or payors to ensure clean, accurate statements.
• Payment Collection & Arrangement: Collect patient payments in accordance with established payment due dates, set up structured payment plans within approved arenaflex guidelines, and document all commitments clearly in the system of record.
• Patient Correspondence & Follow-Up: Generate, complete, and mail necessary patient statements on schedule. Process returned mail in a timely manner and update account records to reflect the most current patient contact information.
• Demographics & Information Capture: Accurately collect and verify patient demographics, insurance information, and other relevant data during each interaction to keep patient records current and complete.
• De-escalation & Patient Experience: Create an atmosphere of comfort, peace, and ease for every caller. The patient is at the center of everything we do at arenaflex. Use proven de-escalation techniques to remain calm, positive, and solution-focused even in difficult or emotionally charged situations.
• Continuous Learning & Development: Attend scheduled in-services, on-demand webinars, and external seminars to expand your knowledge, sharpen your skills, and contribute to ongoing performance improvement initiatives at arenaflex.
• Operational Excellence: Maintain regular and reliable attendance, meet daily, weekly, and monthly performance metrics, and consistently adhere to all arenaflex policies, procedures, and compliance standards, including HIPAA and patient privacy requirements.

Essential Qualifications

To be considered for this role, candidates must demonstrate the following:

• Education: High school diploma or equivalent is required.
• Experience: A minimum of one (1) year of customer service experience, preferably in a call center or healthcare-related environment, or an equivalent combination of education and experience.
• Communication Skills: Excellent verbal and written communication skills, with the ability to communicate in a clear, concise, and understandable manner, and to actively listen to others.
• Technical Proficiency: Demonstrated proficiency in Microsoft Office products (Word, Excel, Outlook) and confident navigation of the internet and multiple web-based applications simultaneously.
• Customer First Mindset: A genuine passion for delivering outstanding customer service and a track record of going above and beyond for the people you serve.
• Resilience & Composure: Ability to de-escalate tense situations, remain positive under pressure, and consistently maintain professionalism when working with difficult or distressed customers.
• Reliability: Regular and reliable attendance is required, including the ability to work the full shift of 10:30 AM to 7:00 PM CST.

Preferred Qualifications

While not required, the following qualifications will help you stand out as a candidate at arenaflex:

• Completion of formal Customer Service Basics training or an equivalent professional development program.
• Prior experience in healthcare billing, medical collections, insurance verification, or revenue cycle management.
• Familiarity with explanation of benefits (EOB) documents, payer terminology, and HIPAA regulations.
• Experience working in a remote or distributed team environment with strong self-management skills.
• Bilingual or multilingual capabilities, particularly Spanish, are a strong plus.

Core Skills & Competencies

Success in this role at arenaflex requires a blend of technical, interpersonal, and analytical skills. We are looking for team members who bring:

• Active Listening: The ability to fully understand patient concerns before responding, asking clarifying questions, and confirming next steps.
• Problem Solving: Strong critical thinking skills and the ability to independently research, troubleshoot, and resolve account issues.
• Attention to Detail: Meticulous accuracy when reviewing bills, entering payment information, and documenting patient interactions.
• Empathy & Emotional Intelligence: A natural ability to connect with people, understand their frustrations, and provide reassurance.
• Adaptability: Comfort with changing priorities, evolving technology, and shifting call volumes in a dynamic healthcare environment.
• Time Management: The ability to balance call handle time, documentation accuracy, and quality outcomes throughout the workday.
• Team Collaboration: A strong team player who supports peers, shares knowledge, and contributes to a positive, inclusive remote culture at arenaflex.

Work Environment & Company Culture at arenaflex

At arenaflex, we believe that exceptional patient service starts with exceptional employee support. Our culture is intentionally designed to be remote-first, flexible, and human. We invest in our people through ongoing coaching, structured training programs, and clear career pathways, because we know that when our team members thrive, our patients do too. arenaflex is proud to be an equal opportunity employer. We celebrate diversity, inclusion, and the unique perspectives every team member brings to our mission. Whether you are working from a home office in a major metro area or a quiet rural town, you are a valued member of the arenaflex family.

Our remote work environment includes secure equipment, structured onboarding, regular one-on-one check-ins with leadership, and access to employee resource groups that foster connection and belonging across geographic lines.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package designed to attract, retain, and reward top customer service talent. While the specifics of the offer will be discussed during the interview process, our comprehensive benefits package typically includes:

• Competitive hourly pay with regular performance reviews and merit-based advancement opportunities.
• Medical, dental, and vision insurance options for full-time team members.
• Paid time off (PTO), paid holidays, and personal wellness days.
• 401(k) retirement savings plan with company match eligibility.
• Comprehensive paid training, with continued education reimbursement and certification support for career growth.
• Equipment provided for remote work, including a computer, monitor, and headset.
• Employee assistance programs (EAP) that support mental, emotional, and financial well-being.

Career Growth & Learning Opportunities

Joining arenaflex as a Customer Service Representative is the beginning of a long-term career path, not just a job. We are committed to promoting from within whenever possible, and we provide the training, mentorship, and development opportunities needed for our team members to grow into roles such as Team Lead, Quality Analyst, Training Specialist, Account Resolution Specialist, Patient Experience Coach, and Operations Management. Through webinars, in-services, continuing education, and cross-departmental exposure, you will continuously expand your knowledge of healthcare billing, customer experience strategy, and revenue cycle operations at arenaflex.

How to Apply

If you are a service-driven professional with a passion for helping patients, a strong work ethic, and the ability to thrive in a remote, high-volume call environment, arenaflex wants to hear from you. Bring your communication skills, your empathy, and your attention to detail, and we will provide the training, support, and career opportunities you need to succeed. Take the next step in your career and apply today to join the arenaflex team, where every call makes a difference and every patient matters.

arenaflex is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law. Successful candidates must pass a background check and drug screen.