Are you a customer service professional with a passion for helping others and a knack for resolving complex issues? Do you thrive in a fast-paced, dynamic environment where no two calls are ever the same? If so, we may have the perfect opportunity for you!
At arenaflex, we're dedicated to providing exceptional customer experiences that exceed our patients' expectations. As a Work From Home Customer Service Representative in our Sleep Central Inbound Call Center, you'll play a critical role in delivering top-notch service to our sleep therapy patients. With a focus on CPAP resupply, you'll be the first point of contact for customers, providing expert guidance, support, and education to ensure they receive the best possible care.
**About arenaflex**
arenaflex is a national leader in providing high-quality medical products, services, and outstanding customer care to patients across the country. With a strong commitment to patient-centered care, we empower individuals to manage their health and treatment at home, promoting a more comfortable and productive life. Our team of dedicated professionals is passionate about delivering exceptional service, and we're seeking like-minded individuals to join our ranks.
**Overview and Responsibilities**
As a Work From Home Customer Service Representative, you'll be responsible for:
* Providing expert guidance and support to sleep therapy patients, addressing 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
* Assisting customers with basic sleep coaching, reinforcement of cleaning and routine equipment maintenance, and product expert knowledge on various mask interfaces and basic mask fit issues
* 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, and processing tickets to ensure timely fulfillment of product orders
* Providing basic technical customer service assistance for CPAP equipment and educating patients and location employees on CPAP supplies
* Utilizing e-Intake to maintain accuracy and quality control throughout initial patient contact and data input
**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)
+ 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**
* 401k
* Medical, Dental, and Vision
* Life Insurance and Disability
* 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)
**Why Join arenaflex?**
* Competitive salary and bonus opportunities
* Comprehensive benefits package
* Generous Paid Time Off and Paid Holidays
* Ongoing training and development opportunities
* Collaborative and dynamic work environment
* Opportunity to make a real difference in the lives of our patients
**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 a cover letter outlining your experience and qualifications. We look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities. 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 Now**
Ready to take the next step in your career? Apply now and let's discuss how you can become a vital part of our success story.