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

At arenaflex, we're dedicated to providing high-quality medical products and services to patients across the country. As a national leader in home medical equipment, we're committed to empowering patients to manage their health and treatment at home. We're seeking a talented and compassionate Inbound Customer Service Representative to join our team in Murray, KY. This role will play a critical part in delivering exceptional customer service and support to our patients, ensuring they receive the care and attention they need.

About arenaflex

arenaflex is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions, and home medical equipment. We 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. With hundreds of locations across 45 states, we're committed to providing high-quality medical products, services, and outstanding customer care.

Overview and Responsibilities

We're seeking a dedicated and customer-focused Inbound Customer Service Representative to join our Sleep Central Inbound Call Center team in Murray, KY. This role will serve as the first point of contact for our sleep therapy patients, providing support and guidance on CPAP resupply, mask interfaces, and basic sleep coaching. As a key member of our team, you'll be responsible for:

• Answering inbound calls from sleep therapy patients and resolving their questions and concerns in a timely and professional manner
• Verifying and entering accurate patient demographics, payer, and physician-related information into our proprietary e-Intake system
• Providing basic sleep coaching and reinforcement of cleaning and routine equipment maintenance to patients
• Assisting customers with mask fit issues and product selection
• 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 to collect patient data as needed
• 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

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
• 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

Why Join arenaflex?

At arenaflex, we're committed to creating a positive and supportive work environment that fosters growth and development. As a member of our team, you'll have access to:

• Comprehensive training and development programs
• Opportunities for career advancement and professional growth
• Competitive compensation and benefits package
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. 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 respectful work environment that values diversity and promotes equal opportunities for all employees. Apply for this job