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. We're seeking a dedicated and compassionate Sleep Therapy Inbound Customer Service Representative to join our team in our Murray Operations division.
**About arenaflex**
arenaflex Healthcare Inc. 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 Sleep Therapy Inbound Customer Service Representative to serve the customers of our Inbound Call Center (Sleep Therapy patients) by performing tasks related to CPAP resupply. This position is primarily responsible for new order intake, encompassing accuracy with product selection and utilization guidelines. You'll verify and enter correct patient demographics, payer, and physician-related information. Additionally, you'll assist customers with basic sleep coaching, reinforcement of cleaning and routine equipment maintenance, and product expert on various mask interfaces and assisting with basic mask fit issues.
**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
* 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)
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to providing our employees with opportunities for growth and development. As a Sleep Therapy Inbound Customer Service Representative, you'll have the chance to develop your skills and knowledge in areas such as:
* Medical billing and reimbursement
* Durable Medical Equipment (DME) and Home Medical Equipment (HME)
* Medical terminology and coding
* Customer service and patient advocacy
* Teamwork and collaboration
**Work Environment and Company Culture**
arenaflex is a dynamic and fast-paced environment that requires flexibility and adaptability. As a Sleep Therapy Inbound Customer Service Representative, you'll work in a team-oriented environment with a focus on providing exceptional customer care. Our company culture is built on values such as:
* Patient-centered care
* Teamwork and collaboration
* Continuous learning and development
* Innovation and improvement
* Respect and empathy
**Compensation and Perks**
* Pay starting at $15.50 plus a Monthly Bonus program opportunity with Potential Unlimited Earnings
* Work From Home after successful completion of IN OFFICE TRAINING and meeting expectations with management approval
* 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)
**Equal Opportunity Employer**
arenaflex Healthcare Inc. 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.
**How to Apply**
If you're a motivated and compassionate individual with a passion for customer service and patient advocacy, we encourage you to apply for this exciting opportunity. Please submit your resume today, and our hiring manager will review your application and contact you if you have related experience to the applied position.
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