Experienced Inbound Customer Service Representative - Sleep Therapy (Work From Home)

At arenaflex, we're dedicated to providing exceptional care and support to our patients, and we're seeking a talented 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.

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.

Overview and Responsibilities

As an Inbound Customer Service Representative, you'll be the first point of contact for our Sleep Therapy patients, providing exceptional service and support to ensure their needs are met. Your primary responsibilities will include:

• Answering inbound calls from patients and resolving their questions and concerns in a timely and professional manner
• Collecting patient, source, and demographic information, and inputting data into our proprietary e-Intake system
• Verifying and processing orders for CPAP resupply and other medical equipment
• Providing basic technical customer service assistance for CPAP equipment and educating patients on proper use and maintenance
• Developing and maintaining a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines
• Identifying and resolving problems in a timely manner, and escalating issues to management as needed
• Making outbound calls to collect patient data and process related paperwork
• Managing all aspects of initial intake via high-volume inbound phone calls
• Processing tickets to ensure timely fulfillment of product orders
• Providing education to patients and location employees on CPAP supplies and equipment

Essential Duties and 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
• Prompt and regular attendance is required
• 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

Qualifications

* Employment is contingent on: + Background investigation (company-wide) + Drug screen (when applicable for the position) + Basic Computer and Basic Internet skills test along with a Typing test + Valid driver's license in state of residence with a clean driving record (when applicable for the position)

• Education and/or Experience:

+ 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

• Skills, Knowledge and Abilities:

+ 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

Physical Demands

* Lift minimum of 10lbs

• Prompt and regular attendance is required
• Requires close vision to small print on computer and or paperwork
• Requires sitting, walking, standing, talking or listening

Machines, Equipment and Technical Abilities

* Email transmission and communication

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

Benefits

* 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

Work Environment and Company Culture

As a member of our team, you'll enjoy a dynamic and supportive work environment that values collaboration, innovation, and customer satisfaction. Our company culture is built on a foundation of empathy, compassion, and respect for our patients and employees. We're committed to providing ongoing training and development opportunities to help you grow and succeed in your career.

Compensation and Perks

* Pay starting at $15.50 plus a Monthly Bonus program opportunity with Potential Unlimited Earnings

• Work From Home after successful completion of IN OFFICE TRAINING and meeting expectations with management approval
• 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 compassionate individual who is passionate about delivering exceptional customer service, 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 reviewing your application and discussing this opportunity further.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive, respectful, and free from discrimination. We recruit, employ, train, promote, transfer, separate from employment, and compensate employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where arenaflex has employees. Apply for this job