**Join arenaflex, a leading healthcare services company, as we continue to revolutionize the way patients receive care and providers deliver services. As a Healthcare Customer Service Expert within our high-volume call center environment, you will play a vital role in serving as the initial point of contact for patients seeking home healthcare services and for providers requesting authorizations to render services.**
**About arenaflex**
arenaflex is a dynamic and innovative company that is committed to providing exceptional healthcare services to patients and providers alike. With a strong focus on customer satisfaction and a passion for delivering high-quality care, we are seeking a talented and dedicated individual to join our team as a Healthcare Customer Service Expert – Phone Intake Representative.
**Job Summary**
As a Healthcare Customer Service Expert – Phone Intake Representative, you will be responsible for handling approximately 60-65 inbound calls a day, ranging from healthcare service requests to more complex inquiries. You will work from home in a remote and high-volume healthcare call center environment, utilizing multiple applications and a dual monitor setup to assist customers with initiating healthcare services.
**Responsibilities**
A Day in the Life of a Phone Intake Associate
* **Work Environment**: Work from home in a remote and high-volume healthcare call center, with a strong focus on customer satisfaction and a passion for delivering high-quality care.
* **Call Handling**: Servicing 60-65 incoming calls daily from providers, referral sources, and patients through an inbound phone queue, with a focus on meeting or exceeding individual performance targets in key areas such as call average handle time (AHT), quality of call, attendance, adherence, and other contact center objectives specific to the call center and job role.
* **Customer Assistance**: Utilizing multiple applications and a dual monitor setup to assist customers with initiating healthcare services, including durable medical equipment, home medical equipment, providing information, and answering questions related to service registration.
* **Call Types**: Handling a variety of call types, including:
+ Inquiry Calls: Checking the status of new service requests.
+ New Service Requests: Submitting initial requests for items like wheelchairs, wound care, diabetic supplies, etc.
* **Work Schedule**: Working an 8-hour shift with a scheduled 30-minute lunch break and scheduled breaks throughout the day.
**This Role is for You If**
* You are a motivated and results-driven individual who strives to meet or exceed individual performance targets in key areas such as AHT, quality of call, attendance, adherence, and other contact center objectives specific to the call center and job role.
* You possess excellent communication and interpersonal skills, with the ability to demonstrate empathy and patience when assisting callers with difficult inquiries or complex requests.
* You have a strong attention to detail and consistently adhere to all company policies, including HIPAA/PHI regulations.
* You are a team player who contributes to a positive team environment, bringing enthusiasm, fun, and enjoyment to your work.
**Qualifications**
* **Education**: High School Diploma or GED.
* **Experience**: Minimum 2 years of customer service experience in a call center environment, and 1 year working in healthcare with medical terminology.
* **Technical Skills**: Proficient with navigating dual monitors and multiple applications, with a strong focus on keyboarding skills (30 WPM) and data entry while actively listening.
* **Search Engine Use**: Competence in tasks like clicking, troubleshooting, opening a browser, bookmarking sites, and navigating with back/forward buttons.
* **PC Skills**: Basic skills in Microsoft Office, including Word, Excel, Outlook, and Teams for communication and scheduling meetings.
* **Assessment**: A passing score on the SHL Customer Service Phone Simulation Assessment is required to proceed in the interview process.
**Benefits and Perks**
* **Starting Pay**: $17.50/hour + monthly bonus incentives.
* **Formal Training & Nesting Hours**: First 5 weeks, Monday – Friday, 9:00am to 5:30pm EST, followed by a transition to your assigned shift.
* **Available Shift after Training & Nesting**: Monday - Friday, 9:30AM - 6:00PM EST.
* **Career Growth Opportunities**: arenaflex offers a range of career growth opportunities, including training and development programs, to help you advance your career.
* **Learning Benefits**: arenaflex provides a range of learning benefits, including access to online training platforms, to help you develop new skills and knowledge.
**Work Environment and Company Culture**
* **Remote Work**: arenaflex offers a remote work environment, allowing you to work from home in a comfortable and productive setting.
* **Collaborative Culture**: arenaflex has a collaborative culture that values teamwork, open communication, and mutual respect.
* **Diversity and Inclusion**: arenaflex is committed to diversity and inclusion, with a strong focus on creating a workplace that is welcoming and inclusive for all employees.
**Compensation, Perks, and Benefits**
* **Starting Pay**: $17.50/hour + monthly bonus incentives.
* **Benefits**: arenaflex offers a range of benefits, including health insurance, dental insurance, vision insurance, and a 401(k) plan.
* **Perks**: arenaflex offers a range of perks, including flexible work arrangements, paid time off, and a range of employee discounts.
**How to Apply**
If you are a motivated and results-driven individual who is passionate about delivering high-quality customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from all qualified candidates, regardless of age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.
**Contact Information**
To apply for this exciting opportunity, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
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