At arenaflex, we're dedicated to providing exceptional customer service and empowering patients to manage their health and treatment at home. As 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.
We're seeking a highly skilled and dedicated 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, providing exceptional service, and ensuring the highest level of patient satisfaction.
**About arenaflex**
arenaflex is a national leader in providing high-quality medical products, services, and outstanding customer care through hundreds of locations across 45 states. We're passionate about helping patients manage their health and treatment at home, and we're committed to delivering exceptional service and support every step of the way.
**Overview and Responsibilities**
As a Sleep Therapy Inbound Customer Service Representative, you'll be responsible for serving the customers of our Inbound Call Center (Sleep Therapy patients) by performing tasks related to CPAP resupply. 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
* Product expert on various mask interfaces and assisting with basic mask fit issues
* First line of contact for CPAP resupply customers
**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
**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 the 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
* 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?**
At arenaflex, we're committed to providing a supportive and inclusive work environment that fosters growth and development. As a Sleep Therapy Inbound Customer Service Representative, you'll have the opportunity to:
* Work from home after successful completion of in-office training and meeting expectations with management approval
* Enjoy a competitive salary and bonus opportunities
* Develop your skills and knowledge in a dynamic and fast-paced environment
* Make a meaningful impact on the lives of our patients and customers
* Be part of a team that values diversity, equity, and inclusion
**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, equity, and inclusion.