Experienced Sleep Therapy Inbound Customer Service Representative – Home Medical Equipment Resupply and Patient Advocacy

At arenaflex, we are dedicated to providing high-quality medical products, services, and outstanding customer care to patients across the country. As a national leader in home medical equipment, we strive to empower patients to manage their health and treatment at home, leading to a more comfortable and productive life. Our team of passionate professionals is committed to delivering exceptional patient experiences, and we are seeking a dedicated Sleep Therapy Inbound Customer Service Representative to join our Sleep Central Inbound Call Center 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 to patients across the country. With hundreds of locations across 45 states, we are committed to delivering high-quality medical products and services to our patients. Our mission is to empower patients to manage their health and treatment at home, leading to a more comfortable and productive life.

Overview and Responsibilities

We are 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. The successful candidate will verify and enter correct patient demographics, payer, and physician-related information. Additionally, the representative will 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
• 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)

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 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 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 are committed to the growth and development of our employees. We offer a range of training programs and opportunities for advancement, allowing you to develop your skills and expertise in the medical field. Our team is passionate about delivering exceptional patient experiences, and we encourage our employees to take ownership of their careers and pursue their goals.

Work Environment and Company Culture

Our Sleep Central Inbound Call Center is a dynamic and fast-paced environment, where you will have the opportunity to work with a talented team of professionals who are dedicated to delivering exceptional patient experiences. We value diversity, inclusion, and teamwork, and we strive to create a work environment that is supportive, collaborative, and fun.

Compensation and Perks

We offer a competitive salary, starting at $15.50, plus a Monthly Bonus program opportunity with Potential Unlimited Earnings. You will also have the opportunity to work from home after successful completion of in-office training and meeting expectations with management approval.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional patient experiences, 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.

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.

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