Experienced Sleep Therapy Inbound Customer Service Representative – CPAP Resupply and Patient Advocacy

At arenaflex, we're dedicated to providing exceptional patient care and empowering individuals to manage their health and treatment at home. As a national leader in home medical equipment, we're committed to delivering high-quality products, services, and outstanding customer care through hundreds of locations across 45 states. We're seeking a dedicated and compassionate Sleep Therapy Inbound Customer Service Representative to join our Sleep Central Inbound Call Center in our Murray Operations division. As a key member of our team, you'll play a vital role in serving our customers, ensuring their questions and concerns are addressed in a timely and professional manner.

Overview and Responsibilities

As a Sleep Therapy Inbound Customer Service Representative, you'll be the first point of contact for our CPAP resupply customers. Your primary responsibilities will include:

• New order intake, ensuring 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
• 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
• 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

Qualifications

To be successful in this role, you'll need:

• 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)
• Ability to pass a background investigation, drug screen, and typing test

Skills, Knowledge, and Abilities

As a Sleep Therapy Inbound Customer Service Representative, you'll need to possess:

• Effective communication skills in English, both oral and written, with physicians, employees, and patients
• A helpful, knowledgeable, and polite attitude with a positive demeanor
• Ability to interpret a variety of instructions in various 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

This role requires:

• Lifting a minimum of 10lbs
• Prompt and regular attendance
• Close vision to small print on computer and/or paperwork
• Sitting, walking, standing, talking, or listening

Machines, Equipment, and Technical Abilities

You'll need to be proficient in:

• Email transmission and communication
• Internet navigation and research
• Microsoft applications, including Word, Excel, and other relevant software
• Office equipment, such as fax machines, copiers, printers, phones, and computers

Benefits and Perks

As an arenaflex employee, you'll enjoy:

• 401k
• Medical, dental, and vision insurance
• Life insurance and disability benefits
• Generous paid time off and paid holidays
• Overtime pay for non-exempt hourly positions
• Employee discount program
• Employee recognition program
• Bonus and incentive opportunities
• Mileage reimbursement (when applicable for the position)
• Telephone reimbursement (when applicable for the position)

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. You'll have access to:

• Ongoing training and development opportunities
• Mentorship and coaching from experienced professionals
• Opportunities for advancement and career growth
• A supportive and collaborative work environment

Work Environment and Company Culture

Our Murray Operations division is a dynamic and fast-paced environment that requires a high level of energy and dedication. As a Sleep Therapy Inbound Customer Service Representative, you'll be working in a call center setting, interacting with customers and colleagues in a professional and courteous manner. We're proud of our company culture, which values:

• Customer satisfaction and loyalty
• Employee engagement and development
• Teamwork and collaboration
• Innovation and continuous improvement

Compensation and Perks

Pay starting at $15.50 per hour, with a monthly bonus program opportunity and potential unlimited earnings. Work from home after successful completion of in-office training and meeting expectations with management approval.

How to Apply

If you're a motivated and compassionate individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to our online application portal. The hiring manager reviews resumes and contacts applicants with related experience to the applied position.

Equal Opportunity Employer

arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion. 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.

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