At arenaflex, we're dedicated to providing high-quality medical products and exceptional customer care 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. Our team of passionate professionals is driven by a shared mission to make a meaningful difference in the lives of our patients.
We're seeking an experienced 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 delivering exceptional customer service to our patients, ensuring their needs are met, and their questions are answered. If you're a customer-focused individual with a passion for helping others, we encourage you to apply for this exciting opportunity.
**Overview and Responsibilities**
As a Sleep Therapy Inbound Customer Service Representative, you'll be the first point of contact for our CPAP resupply customers. 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
* Providing product expertise on various mask interfaces and assisting with basic mask fit issues
* Serving as a patient advocate to resolve questions or concerns
* Collecting patient, source information, and inputting data into e-Intake
* Completing thorough verification for products and services
* 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
* 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 the company
* 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
**Qualifications**
To be considered for this exciting opportunity, you'll need to meet the following 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
* Basic computer and internet skills
* Valid driver's license in the state of residence with a clean driving record (when applicable for the position)
**Skills, Knowledge, and Abilities**
As a successful Sleep Therapy Inbound Customer Service Representative, you'll possess the following 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**
As a Sleep Therapy Inbound Customer Service Representative, you'll be required to:
* Lift a 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**
You'll need to be proficient in:
* Email transmission and communication
* Internet navigation and research
* Microsoft applications, including but not limited to Word, Excel (spreadsheets), etc.
* Office equipment, including fax machine, copier, printer, phone, and computer
**Benefits**
As a valued member of our team, you'll enjoy a comprehensive benefits package, including:
* 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)
**Make the Right Move and Submit Your Resume Today!**
If you're a motivated and customer-focused individual with a passion for helping others, we encourage you to apply for this exciting opportunity. The hiring manager reviews resumes and contacts applicants that have related experience to the applied position. To view the status of a position that you submitted your profile to, sign into your account. All positions are posted for a minimum of 5 days and positions are opened until filled with a qualified applicant, generally no greater than 200 days.
We appreciate your interest in arenaflex Healthcare Inc. Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities. arenaflex Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment, and compensates 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.
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