Healthcare Customer Service Expert - Phone Intake Representative

Join arenaflex, a leading healthcare services company, as a Healthcare Customer Service Expert - Phone Intake Representative. In this role, you will be the initial point of contact for patients seeking home healthcare services and for providers requesting authorizations to render services. As a key member of our high-volume call center team, you will handle approximately 60-65 inbound calls a day, ranging from healthcare service requests to more complex inquiries.

About arenaflex

arenaflex is a dynamic and innovative healthcare services company that is dedicated to providing exceptional patient care and support. Our team of professionals is passionate about delivering high-quality services that meet the unique needs of our patients and providers. With a strong commitment to excellence and a focus on customer satisfaction, we strive to make a positive impact in the lives of those we serve.

Responsibilities

As a Healthcare Customer Service Expert - Phone Intake Representative, you will be responsible for:

• Handling approximately 60-65 inbound calls a day 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
• Responding to a variety of 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.

• Working 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 and bringing enthusiasm, fun, and enjoyment to your work

Qualifications

To be successful in this role, you will need:

• A High School Diploma or GED
• A minimum of 2 years of customer service experience in a call center environment, and 1 year working in healthcare with medical terminology
• Proficiency with navigating dual monitors and multiple applications
• Keyboarding skills with the ability to type at a speed of 30 WPM and perform data entry while actively listening
• Competence in tasks like clicking, troubleshooting, opening a browser, bookmarking sites, and navigating with back/forward buttons
• Basic skills in Microsoft Office, including Word, Excel, Outlook, and Teams for communication and scheduling meetings
• A passing score on the SHL Customer Service Phone Simulation Assessment

Benefits and Perks

As a Healthcare Customer Service Expert - Phone Intake Representative at arenaflex, you will enjoy:

• A starting pay rate of $17.50/hour, with monthly bonus incentives
• The opportunity to work from home in a remote and high-volume healthcare call center environment
• Formal training and nesting hours, with a transition to your assigned shift after the initial 5 weeks
• A positive and supportive team environment, with opportunities for career growth and development
• A comprehensive benefits package, including medical, dental, and vision insurance, as well as a 401(k) plan
• A drug-free workplace and equal employment opportunities

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional patient care and support, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. Apply Job! Apply to this Job arenaflex 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. Apply for this job