Healthcare Customer Service Expert - Remote Phone Intake

Join arenaflex, a highly-regarded Licensed Behavioral Health Center, as we seek a compassionate and skilled Healthcare Customer Service Expert to lead our remote phone intake efforts. As a key member of our team, you will be the first point of contact for patients seeking home healthcare services, providing exceptional support and care to those in need.

About arenaflex

arenaflex has been a trusted provider of comprehensive, professional excellence in treatment and whole-person care for nearly 40 years. Our mission is to empower individuals to overcome trauma, anxiety, depression, eating disorders, and substance use disorders, and we are committed to delivering exceptional care and support to our patients. Led by Dr. Gregg Jantz, a pioneer of whole-person care and best-selling author of over 45 books on mental health topics, our team is dedicated to making a positive impact in the lives of those we serve.

Job Summary

As a Healthcare Customer Service Expert, you will work in a remote high-volume call center environment, receiving and responding to approximately 60-65 incoming calls per day from providers, referral sources, and patients. Your primary responsibilities will include:

• Collecting clinical and demographic information from patients and entering it into our arenaflex portal
• Providing exceptional customer service and support to patients, families, and healthcare professionals
• Demonstrating empathy and patience when dealing with difficult callers or complex requests
• Maintaining accurate and detailed records of patient interactions
• Collaborating with our team to meet and exceed individual performance goals in areas such as Call Quality, Attendance, Adherence, and other Contact Center objectives

Responsibilities

* Provide exceptional customer service and support to patients, families, and healthcare professionals

• Collect and enter clinical and demographic information into our arenaflex portal
• Respond to approximately 60-65 incoming calls per day from providers, referral sources, and patients
• Demonstrate empathy and patience when dealing with difficult callers or complex requests
• Maintain accurate and detailed records of patient interactions
• Collaborate with our team to meet and exceed individual performance goals in areas such as Call Quality, Attendance, Adherence, and other Contact Center objectives
• Comply with all company policies, including HIPAA/PHI
• Participate in ongoing training and professional development to enhance skills and knowledge

Qualifications

* High School Diploma or GED

• Minimum 2 years of Customer Service experience in a call center environment
• Minimum 1 year of experience working in the healthcare or medical industry with medical terminology
• Ability to navigate dual monitors and multiple applications
• Intermediate keyboarding abilities (at least 30 WPM, data entry while active listening)
• Search Engine abilities (for example: use the mouse to click, troubleshooting, opening a browser, using a search engine, bookmarking a site, and navigating the use of back/forward buttons)
• Basic PC skills working with Microsoft Office including Word and Excel Spreadsheets, Outlook and Microsoft Teams to communicate and attend/schedule meetings

Internet Requirements

* Speeds: 2mb/10mb upload and 10mb/25mb download or higher

• High-speed Internet: Fiber or Cable connection required
• DSL, Satellite, Wireless, and Hotspot are prohibited due to poor connections
• Required to hardwire with an ethernet cable while working

What We Offer

* Starting Pay for external hires is $21.50 / hour + Monthly Incentive Bonus Opportunity

• Full range of benefits including Health, Dental, and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match
• Generous PTO, 401K Savings Plan, Paid Parental Leave, and more
• Advancement Opportunities, professional skills training, and tuition reimbursement
• Walgreens Discount - receive up to 25% off eligible items
• Great culture with a sense of community

Work Environment and Culture

arenaflex is a faith-based private agency providing unique whole-person care through Partial Hospitalization (PHP) Day Treatment Programs for Mental Health and Substance Use, including:

• Trauma and PTSD
• Depression
• Anxiety
• Eating Disorders
• Substance Use and Co-Occurring Disorders

Our team is dedicated to making a positive impact in the lives of those we serve, and we are committed to creating a supportive and inclusive work environment. If you are passionate about delivering exceptional customer service and support, and are committed to making a difference in the lives of others, we encourage you to apply for this exciting opportunity.

How to Apply

To learn more about arenaflex and our mission and vision, please visit our website at www.aplaceofhope.com. To apply for this position, please visit our job portal at Apply Job!. Apply for this job