Healthcare Customer Service Expert - Phone Intake Representative

Join arenaflex, a leading healthcare services company, as a Healthcare Customer Service Expert - Phone Intake Representative. As a key member of our high-volume call center team, you will serve as the initial point of contact for patients seeking home healthcare services and for providers requesting authorizations to render services. This is a unique opportunity to make a meaningful impact in the lives of our customers while working in a dynamic, remote environment.

About arenaflex

arenaflex is a forward-thinking healthcare services company dedicated to delivering exceptional patient care and support. Our team of passionate professionals is committed to making a difference in the lives of our customers, and we're looking for like-minded individuals to join our mission. With a focus on innovation, collaboration, and customer satisfaction, we're shaping the future of healthcare services.

Job Summary

As a Healthcare Customer Service Expert - Phone Intake Representative, you will be responsible for handling approximately 60-65 inbound calls a day, ranging from healthcare service requests to more complex inquiries. You will work in a remote, high-volume call center environment, utilizing multiple applications and a dual monitor setup to assist customers with initiating healthcare services. This role requires a strong attention to detail, excellent communication skills, and the ability to work effectively in a fast-paced environment.

Responsibilities

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A Day in the Life of a Phone Intake Associate

+ Work Environment: Work from home in a remote and high-volume healthcare call center. + Call Handling: Servicing 60-65 incoming / inbound calls daily from providers, referral sources, and patients through an inbound phone queue. + Customer Assistance: Utilize multiple applications and a dual monitor setup to assist customers with initiating healthcare services. This includes durable medical equipment, home medical equipment, providing information, and answering questions related to service registration.

Call Types

+ 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.

Ideal Candidate

We're looking for a motivated and customer-focused individual who is passionate about delivering exceptional service. If you:

• Strive to meet or exceed 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.
• Demonstrate empathy and patience when assisting callers with difficult inquiries or complex requests.
• Exhibit a strong attention to detail.
• Consistently adhere to all company policies, including HIPAA/PHI regulations.
• Contribute to a positive team environment. We appreciate team members who bring enthusiasm, fun, and enjoyment to their work.

Qualifications

* 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 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.

Benefits and Perks

* Starting Pay: $17.50/hour + monthly bonus incentives.

• Formal Training & 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 & Nesting: Monday - Friday, 9:30AM - 6:00PM EST.
• Career Growth Opportunities: arenaflex offers a range of career development opportunities, including training programs, mentorship, and promotions.
• Learning Benefits: arenaflex invests in the ongoing education and development of our team members, providing access to training programs, webinars, and conferences.

Work Environment and Company Culture

* Remote Work: arenaflex offers a remote work environment, allowing you to work from the comfort of your own home.

• Collaborative Culture: Our team is passionate about delivering exceptional service and working together to achieve our goals.
• Recognition and Rewards: arenaflex recognizes and rewards our team members for their hard work and dedication.

Equal Opportunity Employer

arenaflex is an equal opportunity employer. Employment selection and related decisions are made 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.

How to Apply

If you're passionate about delivering exceptional customer service and making a meaningful impact in the lives of our customers, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.

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