Are you a customer service professional with a passion for delivering exceptional experiences? Do you thrive in a fast-paced environment where no two calls are ever the same? If so, we want to hear from you! arenaflex is seeking an experienced Customer Service Representative to join our Sleep Central Inbound Call Center team in Murray, Utah. As a key member of our team, you will play a vital role in providing top-notch support to our sleep therapy patients, ensuring their needs are met and exceeded.
**About arenaflex**
arenaflex is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions, and home medical equipment. Our mission is to empower patients to manage their health and treatment at home, while providing high-quality medical products and outstanding customer care through hundreds of locations across 45 states. We are committed to making a real impact in the lives of our patients and customers, and we're looking for talented individuals like you to join our team.
**Overview and Responsibilities**
As a Customer Service Representative, you will be the first point of contact for our sleep therapy patients, providing exceptional support and guidance on CPAP resupply, equipment maintenance, and basic sleep coaching. Your primary responsibilities will include:
* Answering high-volume inbound phone calls and responding to patient inquiries in a timely and professional manner
* Verifying and entering patient demographics, payer, and physician-related information into our proprietary e-Intake system
* Providing education and support on CPAP supplies, equipment maintenance, and basic sleep coaching
* Identifying and resolving problems in a timely manner, escalating complex issues to management as needed
* Making outbound calls to collect patient data and ensure timely fulfillment of product orders
* Processing related patient paperwork and tickets to ensure timely fulfillment of product orders
* Maintaining a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines
* Developing and maintaining a working knowledge of current products and services offered by arenaflex
**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
* 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 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
**arenaflex Information**
* 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)
* Make the Right Move and Submit your Resume Today! The hiring manager reviews resumes and contacts applicants that have related experience to the applied position.
**Equal Opportunity Employer**
arenaflex 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.
**Are You the One We're Looking For?**
If you believe you have what it takes, submit your application without delay. We are keen to hear from talented candidates like you.