Experienced Inbound Customer Service Representative – Home Medical Equipment and Sleep Therapy Support

At arenaflex, we're dedicated to providing exceptional care and support to our patients, and we're seeking a highly skilled and compassionate Inbound Customer Service Representative to join our team. As a key member of our Sleep Central Inbound Call Center, you'll play a vital role in ensuring our patients receive the highest level of service and support for their home medical equipment and sleep therapy needs.

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 proud to provide high-quality medical products, services, and outstanding customer care to our patients.

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 service and support to our patients, including:

• Answering inbound calls and responding to patient inquiries
• Verifying and entering correct patient demographics, payer, and physician-related information
• Assisting customers with basic sleep coaching, reinforcement of cleaning and routine equipment maintenance
• Providing product expertise 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 medical field and administrative record management
• Strong customer service background
• Basic computer and internet skills
• Valid driver's license in state of residence with a clean driving record (when applicable for the position)

Skills and Competencies

* Effectively communicate in English; both oral and written, with physicians, employees, and patients to ensure questions and concerns are processed in a timely manner

• Helpful, knowledgeable, and polite while maintaining a positive attitude
• 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
• Maintain confidentiality and practice discretion and caution when handling sensitive information
• Medical terminology
• Multi-task along with attention to detail
• Self-motivation, organized, time-management, and deductive problem-solving skills
• Work independently and as part of a team

Work Environment and Culture

* Work from home after successful completion of in-office training and meeting expectations with management approval

• Flexible schedule with opportunities for overtime pay
• 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
• Generous paid time off and paid holidays
• Overtime pay for non-exempt hourly positions based on business needs
• Commission for account executives
• Fixed and variable rate car reimbursement for area managers and account executives
• Employee discount program
• Employee recognition program
• Bonus and incentive opportunities
• Mileage reimbursement (when applicable for the position)
• Telephone reimbursement (when applicable for the position)
• EAP
• 401k
• 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'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 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're committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. Apply for this job