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

At arenaflex, we pride ourselves on being a national leader in providing high-quality medical products, services, and outstanding customer care to patients across the country. Our mission is to empower patients to manage their health and treatment at home, leading to a more comfortable and productive life. As a dedicated Sleep Therapy Inbound Customer Service Representative, you will play a vital role in serving the customers of our Sleep Central Inbound Call Center, ensuring they receive accurate and timely support for their CPAP resupply needs.

Overview and Responsibilities

We are seeking a highly motivated and customer-focused individual to join our team in the Murray Operations division. As a Sleep Therapy Inbound Customer Service Representative, you will be the first point of contact for CPAP resupply customers, providing exceptional service and support to ensure their needs are met. 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
• Acting 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

As a Sleep Therapy Inbound Customer Service Representative, you will be responsible for:

• Providing basic technical customer service assistance for CPAP equipment
• Providing education to patients and location employees on CPAP supplies
• Using e-Intake proprietary system to maintain accuracy and quality control throughout initial patient contact and data input
• Performing other duties as assigned

Qualifications

To be successful in this role, you will need:

• 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 Sleep Therapy Inbound Customer Service Representative, you will need to possess:

• Effective communication skills in English, both oral and written, with physicians, employees, and patients
• Helpful, knowledgeable, and polite attitude with a positive demeanor
• Ability to interpret a variety of instructions in various 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)
• Ability to maintain confidentiality and practice discretion and caution when handling sensitive information
• Medical terminology
• Multi-tasking and attention to detail
• Self-motivation, organized, time-management, and deductive problem-solving skills
• Ability to work independently and as part of a team

Physical Demands

As a Sleep Therapy Inbound Customer Service Representative, you will need to:

• Lift a minimum of 10lbs
• Attend work regularly and punctually
• Have close vision to small print on computer and/or paperwork
• Sit, walk, stand, talk, or listen for extended periods

Machines, Equipment, and Technical Abilities

As a Sleep Therapy Inbound Customer Service Representative, you will 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

Rotech Information

At arenaflex, we offer 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 are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Our hiring manager reviews resumes and contacts applicants with 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 are open until filled with a qualified applicant, generally no greater than 200 days.

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.

Apply Now!

Apply Job! Apply for this job