Customer Service Representative – Patient Billing & Financial Assistance Specialist (MN & WI Residents)

About arenaflex – Pioneering Pediatric Care Across the Upper Midwest

arenaflex stands as one of the nation’s most expansive pediatric health systems, uniquely dedicated to the health and well‑being of children from the prenatal stage through young adulthood. Since its founding in 1924, arenaflex has operated as an independent, not‑for‑profit organization, delivering compassionate, high‑quality care across two free‑standing hospitals, nine primary‑care clinics, numerous specialty clinics, and seven rehabilitation sites throughout the Upper Midwest.

Renowned as “The Kids Experts” in the region, arenaflex consistently earns top rankings from leading industry publications and is celebrated for its commitment to diversity, equity, and inclusion. In 2023, arenaflex was honored as a Top Diversity Leader, a testament to its forward‑thinking leadership and inclusive culture.

Our mission is simple yet powerful: to provide every child with the best possible health outcomes, regardless of background or circumstance. Join arenaflex and become part of a team that transforms lives every day.

Position Overview – Customer Service Representative (On‑Site to Remote Transition)

Located initially at the arenaflex Business Center Campus in Edina, Minnesota, this role will transition to a fully remote work model after an onboarding period. The Customer Service Representative is the frontline voice for families navigating billing inquiries, insurance questions, and out‑of‑pocket expense concerns. You will deliver clear, compassionate explanations, resolve complex billing issues, and collaborate with internal departments to ensure accurate financial communication.

Key Responsibilities

• Respond promptly to patient‑family inquiries regarding account balances, co‑insurance, deductibles, and other out‑of‑pocket expenses.
• Provide detailed, easy‑to‑understand explanations of billing statements, payment options, and financial assistance programs.
• Investigate and resolve billing discrepancies by coordinating with finance, clinical, and insurance teams.
• Maintain accurate records of all communications, ensuring compliance with privacy standards and internal policies.
• Follow up on unresolved concerns, escalating complex cases when necessary to achieve timely resolution.
• Educate patients and families on payment plans, financial counseling resources, and eligibility for assistance programs.
• Contribute to continuous improvement initiatives by sharing feedback on common billing challenges and suggesting process enhancements.
• Uphold arenaflex’s core values—compassion, integrity, teamwork, and service excellence—in every interaction.

Essential Qualifications

• High school diploma or equivalent; additional education or certifications in health administration, finance, or related fields are a plus.
• Three to five years of proven customer service experience, preferably in a healthcare or financial services environment.
• Demonstrated ability to navigate multiple PC applications, including electronic health records (EHR), billing software, and CRM platforms.
• Working knowledge of billing cycles, insurance verification, and patient financial assistance processes.
• Strong understanding of HIPAA privacy regulations and PCI compliance standards.
• Basic familiarity with medical terminology to accurately interpret clinical documentation.

Preferred Qualifications & Additional Skills

• Experience with pediatric billing or a similar specialty that involves complex insurance coordination.
• Certification such as Certified Patient Account Representative (CPAR) or Certified Billing Specialist (CBS).
• Proficiency in data analysis tools to identify trends in billing inquiries and improve response efficiency.
• Exceptional written and verbal communication skills, with the ability to convey technical information in layperson’s terms.
• Demonstrated problem‑solving aptitude, analytical thinking, and investigative skills to resolve nuanced billing issues.
• Ability to thrive in a high‑stress environment while maintaining meticulous attention to detail and organization.
• Flexibility to adapt to evolving workflows, technology upgrades, and shifting priorities.

Core Competencies for Success

• Customer‑Centric Mindset: Prioritizing the needs of patients and families, delivering empathy‑driven service.
• Communication Excellence: Clear, concise, and compassionate interaction across phone, email, and chat platforms.
• Technical Proficiency: Comfortable using multi‑modal communication tools, billing systems, and secure data platforms.
• Time Management: Ability to juggle multiple cases, meet deadlines, and maintain productivity under pressure.
• Team Collaboration: Working closely with finance, clinical, and insurance teams to achieve unified solutions.
• Integrity & Confidentiality: Strict adherence to privacy standards, safeguarding patient information at all times.

Career Growth & Learning Opportunities at arenaflex

arenaflex invests heavily in employee development. As a Customer Service Representative, you will have access to:

• Comprehensive onboarding and mentorship programs designed to accelerate your mastery of pediatric billing processes.
• Continuing education workshops covering HIPAA compliance, advanced communication techniques, and financial counseling.
• Opportunities to pursue professional certifications with tuition reimbursement support.
• Clear career pathways toward senior billing analyst, patient financial services manager, or broader operational leadership roles.
• Cross‑departmental projects that broaden your skill set and increase visibility within the organization.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, collaborative, and purpose‑driven workplace. Our culture is built on:

• Diversity & Inclusion: A workforce that mirrors the communities we serve, with active employee resource groups and ongoing DEI initiatives.
• Compassionate Care: Every team member is encouraged to bring empathy to their daily interactions, reinforcing our reputation as “The Kids Experts.”
• Innovation: Embracing new technologies and process improvements to enhance patient experiences.
• Work‑Life Balance: Flexible scheduling, remote‑work options, and generous paid time off to support personal well‑being.
• Recognition & Rewards: Regular acknowledgment of outstanding performance through awards, spot bonuses, and career milestones.

Compensation, Perks, & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary aligned with market benchmarks for the region and role.
• Performance‑based incentives and annual merit increases.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with employer matching contributions.
• Generous paid parental leave, vacation, and sick days.
• Employee assistance programs, wellness initiatives, and mental‑health resources.
• Professional development stipend for conferences, certifications, and coursework.
• Access to on‑site fitness centers, cafeteria options, and transportation benefits (when working on‑site).

Application Process & Next Steps

If you are a compassionate communicator with a knack for navigating complex billing scenarios, arenaflex invites you to join a team that makes a tangible difference in children’s lives every day. To apply, click the link below, submit your resume, and share a brief cover letter highlighting how your experience aligns with the responsibilities and values outlined above.

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by law.