Job Description
At arenaflex, we are dedicated to providing high-quality medical products, services, and outstanding customer care to patients across the country. As a national leader in home medical equipment and sleep therapy solutions, we are seeking a skilled and compassionate Inbound Customer Service Representative to join our team. This role is a fantastic opportunity for individuals who are passionate about delivering exceptional customer experiences and making a positive impact on people's lives.
- *About arenaflex**
arenaflex is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions, and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. With hundreds of locations across 45 states, we are committed to providing high-quality medical products, services, and outstanding customer care.
- *Job Summary**
We are seeking a dedicated and customer-focused Inbound Customer Service Representative to join our Sleep Central Inbound Call Center in Murray, KY. As a key member of our team, you will serve the customers of the Inbound Call Center (Sleep Therapy patients) by performing tasks related to CPAP resupply. Your primary responsibilities will include:
- New order intake to ensure accuracy with product selection and utilization guidelines
- Verifying and entering correct patient demographics, payer, and physician-related information
- Assisting customers with basic sleep coaching, reinforcement of cleaning, and routine equipment maintenance
- Product expert on various mask interfaces and assisting with basic mask fit issues
- First line of contact for CPAP resupply customers
- *Key Responsibilities**
- Acts as patient advocate to resolve questions or concerns
- Collects patient, source information, and inputs data into e-Intake
- Completes thorough verification for products and services
- Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines
- Develops and maintains working knowledge of current products and services offered by arenaflex
- Identifies and resolves problems in a timely manner
- Makes outbound calls as needed to collect patient data
- Manages all aspects of initial intake via high-volume inbound phone calls
- Processes related patient paperwork if assigned
- Processes tickets to ensure timely fulfillment of product orders
- Provides basic technical customer service assistance for CPAP equipment
- Provides education to patients and location employees on CPAP supplies
- Uses e-Intake proprietary system to maintain accuracy and quality control throughout initial patient contact and data input
- *Qualifications**
- High school diploma or GED equivalent
- One to three years of related prior work experience in a team-oriented environment
- Experience in the medical field and administrative record management
- Strong customer service background
- Ability to effectively communicate in English, both oral and written, with physicians, employees, and patients
- Helpful, knowledgeable, and polite with a positive attitude
- Ability to interpret a variety of instructions in a variety of communication mediums
- Knowledge of billing reimbursement and insurance policies and requirements preferred
- Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME)
- Knowledge of medical billing practices preferred
- Ability to maintain confidentiality and practice discretion and caution when handling sensitive information
- Medical terminology
- Multi-tasking along with attention to detail
- Self-motivation, organized, time-management, and deductive problem-solving skills
- Ability to work independently and as part of a team
- *Work Environment and Company Culture**
- Work from home after successful completion of in-office training and meeting expectations with management approval
- Monday to Friday, 8:30 am to 5 pm
- Collaborative and dynamic work environment
- Opportunities for career growth and professional development
- Recognition and reward programs for outstanding performance
- Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
- *Compensation and Benefits**
- Pay starting at $15.50 per hour
- Monthly bonus program opportunity with potential unlimited earnings
- Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
- Overtime pay for non-exempt hourly positions based on business needs
- Employee recognition program
- Bonus and incentive opportunities
- Mileage reimbursement (when applicable for the position)
- Telephone reimbursement (when applicable for the position)
- EAP
- 401(k)
- Medical, Prescription, Dental, and Vision
- HSA and FSA/Dependent Care FSA
- Life Insurance, Disability, Accidental death, Identity protection, and Legal services
- Meru Health Mental health and Mercer SmartConnect Medicare programs
- Livongo Diabetes and High Blood Pressure programs
- Healthcare Bluebook and RX Savings solutions programs
- HEPB and TB vaccinations
- *How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
- *Equal Opportunity Employer**
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.
Apply for this job