Experienced Inbound Customer Service Representative (WFH) – Medical Equipment and Sleep Therapy Support

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, we empower patients to manage their health and treatment at home, leading to a more comfortable and productive life. Our team of dedicated professionals is committed to delivering exceptional service and support to our customers, and we are seeking a talented and compassionate Inbound Customer Service Representative to join our Sleep Central Inbound Call Center in Murray, KY.

About arenaflex

arenaflex is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions, and home medical equipment. We have hundreds of locations across 45 states, and our team is passionate about delivering exceptional service and support to our customers. Our mission is to 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.

Overview and Responsibilities

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
• Providing product expertise on various mask interfaces and assisting with basic mask fit issues
• Serving as the first line of contact for CPAP resupply customers

Essential Duties and Responsibilities

As an Inbound Customer Service Representative, you will be responsible for:

• Acting as a patient advocate to resolve questions or concerns
• Collecting patient, source information, and inputting data into e-Intake
• Completing thorough verification for products and services
• Developing and maintaining a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines
• Developing and maintaining working knowledge of current products and services offered by arenaflex
• Identifying and resolving problems in a timely manner
• Making outbound calls as needed to collect patient data
• Managing all aspects of initial intake via high-volume inbound phone calls
• Processing related patient paperwork if assigned
• Processing tickets to ensure timely fulfillment of product orders
• Providing basic technical customer service assistance for CPAP equipment
• Providing education to patients and location employees on CPAP supplies
• Using e-Intake proprietary system to maintain accuracy and quality control throughout initial patient contact and data input
• Performing other duties as assigned

Qualifications

To be considered for this role, you must have:

• A 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
• Basic computer and internet skills
• Valid driver's license in the state of residence with a clean driving record (when applicable for the position)

Skills, Knowledge, and Abilities

As an Inbound Customer Service Representative, you will need to possess:

• Effective communication skills in English, both oral and written, with physicians, employees, and patients
• Helpful, knowledgeable, and polite attitude with a positive demeanor
• 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 and attention to detail
• Self-motivation, organized, time-management, and deductive problem-solving skills
• Ability to work independently and as part of a team

Physical Demands

As an Inbound Customer Service Representative, you will be required to:

• Lift a minimum of 10lbs
• Sit, walk, stand, talk, or listen for extended periods
• Have close vision to small print on computer and/or paperwork

Machines, Equipment, and Technical Abilities

As an Inbound Customer Service Representative, you will need to be proficient in:

• Email transmission and communication
• Internet navigation and research
• Microsoft applications, including but not limited to Word, Excel (spreadsheets), etc.
• Office equipment, including but not limited to fax machine, copier, printer, phone, and computer

Benefits

As an arenaflex employee, you will enjoy a range of benefits, including:

• 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

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to helping our employees grow and develop their careers. As an Inbound Customer Service Representative, you will have opportunities to:

• Develop your skills and knowledge in customer service, medical equipment, and sleep therapy
• Work with a talented and dedicated team of professionals
• Participate in ongoing training and development programs
• Take on new challenges and responsibilities as you grow and develop in your role

Work Environment and Company Culture

At arenaflex, we value a positive and supportive work environment. As an Inbound Customer Service Representative, you will work in a fast-paced and dynamic call center environment, where you will have the opportunity to:

• Work from home after successful completion of in-office training and meeting expectations with management approval
• Collaborate with a talented and dedicated team of professionals
• Participate in ongoing training and development programs
• Enjoy a range of benefits and perks, including generous paid time off, overtime pay, and commission opportunities

Compensation and Perks

As an Inbound Customer Service Representative, you will enjoy a competitive salary and a range of benefits, including:

• Pay starting at $15.50 per hour
• Monthly bonus program opportunity with potential unlimited earnings
• 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 are a motivated and customer-focused individual who is passionate about delivering exceptional service and support, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. 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 a positive and inclusive work environment that values diversity, equity, and inclusion. Apply for this job