Experienced Healthcare Customer Service Expert - Phone Intake Representative for arenaflex
Join arenaflex's dynamic team as a Healthcare Customer Service Expert, where you will play a vital role in delivering exceptional patient care and service excellence in a high-volume call center environment.
About arenaflex
arenaflex is a leading provider of innovative healthcare solutions, dedicated to empowering patients and healthcare professionals with the tools and resources they need to achieve optimal health outcomes. Our mission is to revolutionize the healthcare industry by harnessing the power of technology, compassion, and expertise. As a Healthcare Customer Service Expert, you will be part of a talented team that is shaping the future of healthcare and making a meaningful difference in people's lives.
Job Summary
We are seeking an experienced and compassionate Healthcare Customer Service Expert to join our remote call center team. As a key member of our team, you will serve as the initial point of contact for patients seeking home healthcare services and for providers requesting authorizations to render services. You will handle a high volume of inbound calls, providing exceptional customer service, resolving complex inquiries, and ensuring seamless communication with our patients and healthcare partners.
Responsibilities
As a Healthcare Customer Service Expert, your day-to-day responsibilities will include:
- Handling approximately 60-65 inbound calls per day, ranging from healthcare service requests to complex inquiries
- Utilizing multiple applications and a dual monitor setup to assist customers with initiating healthcare services, including durable medical equipment, home medical equipment, and providing information and answering questions related to service registration
- Providing empathetic and patient support to callers with difficult inquiries or complex requests
- Demonstrating a strong attention to detail and adhering to all company policies, including HIPAA/PHI regulations
- Contributing to a positive team environment, bringing enthusiasm, fun, and enjoyment to your work
- Meeting or exceeding individual performance targets in key areas such as call average handle time (AHT), quality of call, attendance, adherence, and other contact center objectives specific to the call center and job role
A Day in the Life of a Phone Intake Associate
* Work from home in a remote and high-volume healthcare call center environment
- Call handling: servicing 60-65 incoming/inbound calls daily from providers, referral sources, and patients through an inbound phone queue
- Customer assistance: utilizing multiple applications and a dual monitor setup to assist customers with initiating healthcare services
- Call types can include:
+ Inquiry calls: checking the status of new service requests + New service requests: submitting initial requests for items like wheelchairs, wound care, diabetic supplies, etc.
- Work schedule: team members work an 8-hour shift with a scheduled 30-minute lunch break and scheduled breaks throughout the day
Qualifications
To be successful in this role, you will need:
- Education: High School Diploma or GED
- Experience: Minimum 2 years of customer service experience in a call center environment, and 1 year working in healthcare with medical terminology
- Technical skills: proficient with navigating dual monitors and multiple applications
- Keyboarding: type at a speed of 30 WPM with the ability to perform data entry while actively listening
- Search engine use: competence in tasks like clicking, troubleshooting, opening a browser, bookmarking sites, and navigating with back/forward buttons
- PC skills: basic skills in Microsoft Office including Word, Excel, Outlook, and Teams for communication and scheduling meetings
- Assessment: a passing score on the SHL Customer Service Phone Simulation Assessment is required to proceed in the interview process
What We Offer
* Starting pay: $17.50/hour + monthly bonus incentives
- Formal training and nesting hours: first 5 weeks; Monday - Friday, 9:00am to 5:30pm EST, followed by a transition to your assigned shift
- Available shift after training and nesting: Monday - Friday, 9:30AM - 6:00PM EST
- Career growth opportunities and learning benefits
- Work environment: remote and high-volume healthcare call center
- Company culture: dynamic, compassionate, and patient-centered
Why Join arenaflex?
* arenaflex is an equal opportunity employer, committed to diversity and inclusion
- We maintain a drug-free workplace and are dedicated to providing a safe and healthy work environment
- arenaflex accepts applications on an ongoing basis until a candidate is identified
- Join our team and be part of a mission-driven organization that is shaping the future of healthcare
How to Apply
If you are a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below: Apply Job!
Note:
arenaflex is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law. Apply for this job