Healthcare Customer Service Expert - Phone Intake Representative
Join arenaflex, a leading healthcare solutions provider, as a Healthcare Customer Service Expert - Phone Intake Representative. As a key member of our remote high-volume call center team, you will be the first point of contact for patients seeking home healthcare services. This is an exciting opportunity to make a meaningful difference in people's lives while working in a dynamic, fast-paced environment.
About arenaflex
arenaflex is a forward-thinking organization dedicated to delivering innovative healthcare solutions that improve patient outcomes and enhance the overall healthcare experience. With a strong commitment to excellence, arenaflex is constantly pushing the boundaries of what's possible in healthcare. Our team is passionate about making a positive impact, and we're looking for like-minded individuals to join our mission.
Job Summary
As a Healthcare Customer Service Expert - Phone Intake Representative, you will be responsible for providing exceptional customer service to patients, providers, and referral sources through phone interactions. You will collect clinical and demographic information, enter it into our CareCentrix portal, and strive to meet/exceed individual performance goals in areas such as Call Quality, Attendance, Adherence, and other Contact Center objectives.
Responsibilities
* Respond to approximately 60-65 incoming calls per day from patients, providers, and referral sources
- Collect clinical and demographic information and enter it into our CareCentrix portal
- Provide exceptional customer service, demonstrating empathy and patience in dealing with difficult callers or complex requests
- Meet/exceed individual performance goals in areas such as Call Quality, Attendance, Adherence, and other Contact Center objectives
- Work collaboratively with the team to achieve shared goals and objectives
- Participate in ongoing training and development to enhance skills and knowledge
- Comply with all company policies, including HIPAA/PHI
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
- A Passing score on the SHL Customer Service Phone Simulation Assessment is required to move forward in the interview process
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
- While working, required to hardwire with an ethernet cable
What We Offer
* Starting Pay for external hires is $17.50 / 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 maintains a drug-free workplace and is an equal opportunity employer. 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.
How to Apply
If you're passionate about delivering exceptional customer service and making a difference in people's lives, we encourage you to apply for this exciting opportunity. arenaflex accepts applications on an ongoing basis until a candidate is identified.
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