Healthcare Customer Service Expert - Phone Intake Representative

Join arenaflex, a leading provider of innovative healthcare solutions, as we seek a highly skilled and compassionate Healthcare Customer Service Expert to join our dynamic team of professionals. As a key member of our high-volume call center, you will serve as the initial point of contact for patients seeking home healthcare services and for providers requesting authorizations to render services. If you're passionate about delivering exceptional customer experiences, possess a strong understanding of healthcare terminology, and thrive in a fast-paced remote work environment, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a forward-thinking organization dedicated to revolutionizing the healthcare industry through cutting-edge solutions and exceptional customer service. Our team of experts is committed to providing personalized support to patients and providers, ensuring seamless access to high-quality healthcare services. As a Healthcare Customer Service Expert, you will play a vital role in shaping the patient experience and contributing to the growth and success of our organization.

Responsibilities

As a Healthcare Customer Service Expert, you will be responsible for handling approximately 60-65 inbound calls per day, ranging from healthcare service requests to more complex inquiries. Your primary duties will include:

• Call Handling: Servicing incoming calls from providers, referral sources, and patients through an inbound phone queue, utilizing multiple applications and a dual monitor setup to assist customers with initiating healthcare services.
• Customer Assistance: Providing information and answering questions related to service registration, durable medical equipment, home medical equipment, and other healthcare services.
• Call Types: Handling various 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.

Ideal Candidate

We're seeking a highly motivated and empathetic individual who:

• Strives for Excellence: Meets or exceeds 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.
• Demonstrates Empathy and Patience: Exhibits a strong ability to assist callers with difficult inquiries or complex requests.
• Possesses Attention to Detail: Consistently adheres to all company policies, including HIPAA/PHI regulations.
• Contributes to a Positive Team Environment: Brings enthusiasm, fun, and enjoyment to their work, fostering a collaborative and supportive team culture.

Qualifications

To be considered for this role, you must possess:

• Education: A 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.
• Keyboarding: Type at a speed of 30 WPM with the ability to perform 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

As a Healthcare Customer Service Expert at arenaflex, you can expect:

• Competitive Compensation: Starting pay of $17.50/hour, with monthly bonus incentives.
• Flexible Work Arrangements: 100% remote work environment, allowing you to work from the comfort of your own home.
• Formal Training and Nesting: Comprehensive training and nesting hours to ensure your success in the role.
• Career Growth Opportunities: Opportunities for professional growth and development within a dynamic and innovative organization.
• Equal Opportunity Employer: arenaflex is an equal opportunity employer, committed to diversity and inclusion in the workplace.

How to Apply

If you're a motivated and compassionate individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [arenaflex's website]. We look forward to reviewing your application and welcoming you to our team!

Equal Employment Opportunity Statement

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. Employment selection and related decisions are made without regard to 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.

Application Process

arenaflex accepts applications on an ongoing basis until a candidate is identified. We encourage you to apply early to ensure consideration for this exciting opportunity. Apply for this job