Experienced Healthcare Customer Service Expert - Phone Intake Representative

At arenaflex, we are dedicated to delivering exceptional healthcare services to our patients and partners. As a key member of our remote call center team, the Healthcare Customer Service Expert - Phone Intake Representative will play a vital role in providing top-notch support to our customers, ensuring seamless service delivery, and fostering a positive experience for all stakeholders.

Job Summary:

We are seeking a highly skilled and compassionate Healthcare Customer Service Expert to join our team. As a Phone Intake Representative, you will be the initial point of contact for patients seeking home healthcare services and for providers requesting authorizations to render services. You will handle approximately 60-65 inbound calls a day, ranging from healthcare service requests to more complex inquiries. If you possess excellent communication skills, a strong attention to detail, and a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

Responsibilities:

As a Healthcare Customer Service Expert - Phone Intake Representative, your primary responsibilities will include:

• Handling 60-65 inbound calls daily 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, including durable medical equipment, home medical equipment, providing information, and answering questions related to service registration
• Managing call types, such as:

+ Inquiry Calls: Checking the status of new service requests + New Service Requests: Submitting initial requests for items like wheelchairs, wound care, diabetic supplies, etc.

• Maintaining a strong work schedule, including an 8-hour shift with a scheduled 30-minute lunch break and scheduled breaks throughout the day
• Meeting or exceeding 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
• Demonstrating empathy and patience when assisting callers with difficult inquiries or complex requests
• Exhibiting a strong attention to detail and consistently adhering to all company policies, including HIPAA/PHI regulations
• Contributing to a positive team environment, bringing enthusiasm, fun, and enjoyment to your work

Qualifications:

To be successful in this role, you will need to possess the following qualifications:

• Education: 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 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

What We Offer:

As a valued member of our team, you can expect:

• A competitive starting pay rate of $17.50/hour, plus monthly bonus incentives
• Formal training and nesting hours for the first 5 weeks, Monday - Friday, 9:00am to 5:30pm EST, followed by a transition to your assigned shift
• A 100% remote work environment, allowing you to work from the comfort of your own home
• A positive and supportive team environment, with opportunities for growth and development
• A comprehensive benefits package, including health, dental, and vision insurance, as well as a 401(k) retirement plan
• A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that is welcoming and inclusive for all employees

How to Apply:

If you are a motivated and customer-focused individual with a passion for delivering exceptional healthcare services, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will be in touch to discuss your qualifications further.

Equal Opportunity Employer:

arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion. We welcome applications from all qualified candidates, regardless of 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.

Note:

arenaflex maintains a drug-free workplace and accepts applications on an ongoing basis until a candidate is identified. Apply for this job