Experienced Healthcare Customer Service Expert - Phone Intake Representative

At arenaflex, we're dedicated to providing exceptional home healthcare services to patients and supporting healthcare providers in their efforts to deliver quality care. As a key member of our high-volume call center team, you'll play a vital role in serving as the initial point of contact for patients and providers seeking our services. If you're passionate about delivering outstanding customer service, have a strong attention to detail, and thrive in a fast-paced, dynamic environment, we encourage you to apply for this exciting opportunity. Job Summary: As a Healthcare Customer Service Expert - Phone Intake Representative, you'll be responsible for handling approximately 60-65 inbound calls per day, ranging from healthcare service requests to more complex inquiries. You'll work from home in a remote and high-volume healthcare call center, utilizing multiple applications and a dual monitor setup to assist customers with initiating healthcare services. This includes durable medical equipment, home medical equipment, providing information, and answering questions related to service registration. Responsibilities: A typical day in the life of a Phone Intake Associate at arenaflex will involve: * Work Environment: Working from home in a remote and high-volume healthcare call center, with a focus on delivering exceptional customer service and meeting individual performance targets. * Call Handling: Servicing 60-65 incoming calls daily from providers, referral sources, and patients through an inbound phone queue, with a focus on resolving customer inquiries and requests efficiently and effectively. * Customer Assistance: 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. * Call Types: Handling 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. * Work Schedule: Working an 8-hour shift with a scheduled 30-minute lunch break and scheduled breaks throughout the day. This Role is for You If: * You strive to meet or exceed 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. * You demonstrate empathy and patience when assisting callers with difficult inquiries or complex requests. * You exhibit a strong attention to detail. * You consistently adhere to all company policies, including HIPAA/PHI regulations. * You contribute to a positive team environment, bringing enthusiasm, fun, and enjoyment to your work. 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: * Starting Pay: $17.50/hour + monthly bonus incentives. * Formal Training & Nesting Hours: First 5 weeks, Monday - Friday, 9:00am to 5:30pm EST, followed by a transition to your assigned shift. * Available Shift after Training & Nesting: Monday - Friday, 9:30AM - 6:00PM EST. * Remote Work Environment: Work from home in a remote and high-volume healthcare call center. * Career Growth Opportunities: arenaflex is committed to helping you grow and develop your skills and career. * Learning Benefits: arenaflex offers a range of training and development programs to help you succeed in your role. Work Environment and Company Culture: arenaflex is a dynamic and fast-paced organization that values innovation, teamwork, and customer satisfaction. Our remote work environment allows you to work from the comfort of your own home, with the flexibility to manage your time effectively. We're committed to creating a positive and inclusive work environment that supports the well-being and growth of our employees. Compensation, Perks, and Benefits: arenaflex offers a competitive compensation package, including a starting pay rate of $17.50/hour + monthly bonus incentives. We also offer a range of benefits, including: * Health Insurance: arenaflex offers a comprehensive health insurance plan to support your physical and mental well-being. * Retirement Plan: arenaflex offers a 401(k) retirement plan to help you save for your future. * Paid Time Off: arenaflex offers a generous paid time off policy to allow you to relax and recharge. * Professional Development: arenaflex offers a range of training and development programs to help you grow and develop your skills and career. How to Apply: If you're passionate about delivering exceptional customer service and have a strong attention to detail, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience. Equal Opportunity Employer: arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a positive and inclusive work environment that supports the well-being and growth of our employees. Contact Us: If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you!

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