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 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.

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.

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 to our patients, answering their questions, and resolving any concerns they may have. You'll also be responsible for verifying and entering patient demographics, payer, and physician-related information, as well as assisting customers with basic sleep coaching and equipment maintenance.

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

Essential Qualifications

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

Preferred Qualifications

* Experience in a call center environment

• Knowledge of sleep therapy and CPAP equipment
• Certification in medical terminology or a related field

Work Environment and Culture

As a member of our team, you'll enjoy a dynamic and supportive work environment that values collaboration, innovation, and customer satisfaction. We offer a comprehensive benefits package, 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

Compensation and Benefits

We offer a competitive salary starting at $15.50 per hour, plus a monthly bonus program opportunity with potential unlimited earnings. You'll also enjoy a comprehensive benefits package, including paid time off, paid holidays, and a range of health and wellness benefits.

How to Apply

If you're a motivated and customer-focused individual who is passionate about providing exceptional 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 hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. Apply for this job