Experienced Inbound Customer Service Representative (WFH) – Sleep Therapy and Medical Equipment Support
At arenaflex, we're 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, we're passionate about empowering patients to manage their health and treatment at home. We're seeking a talented and compassionate Inbound Customer Service Representative to join our team in Murray, KY. As a key member of our Sleep Central Inbound Call Center, you'll play a vital role in delivering exceptional customer experiences and ensuring the seamless delivery of our medical equipment and services.
About arenaflex
arenaflex is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions, and home medical equipment. We're committed to helping 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're dedicated to providing high-quality medical products, services, and outstanding customer care.
Job Summary
We're 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'll be responsible for providing exceptional customer service to our patients, resolving questions and concerns, and ensuring the accurate processing of orders and patient information. You'll work closely with our team to deliver a seamless customer experience and ensure the timely fulfillment of product orders.
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
- Performs other duties as assigned
Essential 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
Preferred Qualifications
* Experience in a call center environment
- Knowledge of sleep therapy and CPAP equipment
- Experience with medical billing and insurance claims
- Certification in medical terminology or a related field
Work Environment and Culture
* Work from home after successful completion of in-office training and meeting expectations with management approval
- Flexible scheduling to accommodate patient needs
- Collaborative and supportive team environment
- Opportunities for professional growth and development
- Recognition and rewards for outstanding performance
Compensation and Benefits
* Pay starting at $15.50 per hour
- Monthly bonus program opportunity with potential unlimited earnings
- Comprehensive benefits package, including medical, prescription, dental, and vision coverage
- 401(k) plan with company match
- Paid time off and holidays
- 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
- Healthcare Bluebook and RX Savings solutions programs
- HEPB and TB vaccinations
How to Apply
If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We appreciate your interest in arenaflex and look forward to reviewing your application.
Equal Opportunity Employer
arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. Apply for this job