Medical Equipment Customer Service Representative – Home Healthcare Support & Patient Care Services

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About arenaflex

Welcome to arenaflex, a national leader in providing comprehensive home healthcare solutions. At arenaflex, we are passionate about helping patients lead more comfortable and productive lives by keeping them engaged in their care and empowering them to manage their health and treatment in the comfort of their own homes. As a trusted provider of ventilators, oxygen therapy, sleep apnea treatment, wound care solutions, diabetic solutions, and home medical equipment, we serve thousands of patients across 45 states through our extensive network of locations.

Our mission is to deliver high-quality medical products, exceptional services, and outstanding customer care to every patient we serve. We believe that when patients have the right tools and support, they can achieve better health outcomes and enjoy an improved quality of life. Join our team and become part of a company that truly makes a difference in people's lives every day.

Overview And Responsibilities

Job Summary

Are you passionate about helping others and looking for a rewarding career in the healthcare industry? arenaflex is seeking a dedicated and compassionate Medical Equipment Customer Service Representative to join our growing team. In this vital role, you will be responsible for performing all tasks and communications related to the intake of patient information concerning the service of durable medical equipment and respiratory products and supplies. You will work closely with patients, clients, co-workers, and referral sources to ensure seamless service delivery and excellent patient care.

This position is perfect for individuals who thrive in a fast-paced environment, enjoy problem-solving, and have a genuine desire to help others. As a Customer Service Representative at arenaflex, you will be the first point of contact for many patients, making your role crucial in creating positive experiences and building lasting relationships.

Key Responsibilities

As an essential member of our patient services team, you will be responsible for a wide range of duties that contribute to the overall success of our operations. Your responsibilities will include:

• Patient Information Management: Assist with updating respiratory grids and managing patient databases to ensure accurate and up-to-date information


• Route Coordination: Clear previous day's routes and carefully check all paperwork for accuracy and completeness to ensure seamless operations


• Patient Communication: Communicate professionally with patients, clients, and referral sources both verbally and in writing to ensure all questions and concerns are processed in a timely and satisfactory manner


• Documentation: Complete Standard Operating Procedures (SOPs) and Certificate of Medical Necessity (CMN) documents, maintaining detailed tracking logs for compliance purposes


• Compliance: Comply with all applicable company policies and procedures to meet Joint Commission on Accreditation of Healthcare Organizations (JCAHO) and company standards


• Billing Support: Coordinate all patient information, process paperwork including preparation of files for the Billing Department, and complete batch reports for UPS deliveries


• Referral Management: Maintain comprehensive referral logs to track incoming patient requests and ensure no patient falls through the cracks


• Inventory Support: Monitor office supplies to ensure the office runs smoothly and efficiently


• Financial Processes: Prepare deposits for your location on a weekly basis and prepare invoices for next-day routes


• Paperwork Processing: Process paperwork by confirming tickets, inputting new patient set-ups, and assembling patient charts with precision and attention to detail


• Retail Support: Provide exceptional service for all retail and walk-in equipment requests, ensuring a positive experience for every customer


• Technical Assistance: Offer technical assistance to customers, helping them understand and properly use their medical equipment


• Insurance Verification: Verify Medicare, Medicaid, and private insurance coverage information to ensure accurate billing and patient eligibility


• External Coordination: Work with outside agencies to resolve customer issues and ensure patient satisfaction


• Field Support: May be required to cover on-call duties, drive a company vehicle, and make deliveries to patients' homes when necessary


• Additional Duties: Perform other duties as assigned to support team success

Qualifications

Employment Requirements

Employment at arenaflex is contingent upon successful completion of:

• Comprehensive background investigation (company-wide)


• Drug screen (when applicable for the position)


• Valid driver's license in state of residence with a clean driving record (when applicable for the position)

Required Education And/or Experience

• High school diploma or GED equivalent – Required

Preferred Education And/or Experience

While not required, the following qualifications will help you stand out as a top candidate:

• Experience with medical equipment – Preferred


• Experience with medical billing practices and billing reimbursement – Preferred


• Experience in the medical field and administrative record management – Preferred


• One year of related work experience – Preferred


• Knowledge of medical terminology – Preferred

Skills And Competencies

To succeed in this role, you will need to demonstrate the following skills and competencies:

• Mathematical Skills: Ability to accurately perform simple mathematical calculations


• Communication: Effectively communicate in English; both oral and written forms


• Comprehension: Ability to interpret a variety of communications (verbal, non-verbal, written, listening, and visual)


• Confidentiality: Maintain confidentiality, discretion, and caution when handling sensitive patient information


• Multitasking: Ability to multi-task while maintaining exceptional attention to detail


• Self-Motivation: Self-motivation, strong organizational skills, excellent time-management, and deductive problem-solving skills


• Teamwork: Ability to work independently and as part of a collaborative team

Machines, Equipment And Technical Abilities

You should be comfortable using the following technology and equipment:

• Email transmission and communication systems


• Internet navigation and research


• Microsoft applications; Outlook, Word, and Excel


• Office equipment; fax machine, copier, printer, phone, and computer and/or tablet

Physical Demands

This position requires the following physical capabilities:

• Lift and carry office equipment at times


• Requires lifting (minimum of 35 pounds) and transporting of patient equipment


• May be required to cover on-call duties, drive a company vehicle, and make deliveries to patients' homes


• Requires contact with patients and equipment with potential exposure to contagious pathogens


• Requires sitting, walking, standing, talking, and listening for extended periods


• Requires close vision to read small print on computer and/or tablet screens and paperwork

Career Growth Opportunities

At arenaflex, we believe in investing in our employees' professional development and growth. As a Customer Service Representative, you will have access to numerous opportunities to advance your career within the healthcare industry. You will gain valuable experience in patient care coordination, medical billing, insurance verification, and healthcare compliance – all highly transferable skills that can open doors to various roles within our organization.

Many of our current management and leadership positions started in customer service roles, demonstrating our commitment to promoting from within. Whether you aspire to move into supervisory roles, specialize in billing and reimbursement, or explore other areas of our business, arenaflex provides the training, support, and advancement opportunities to help you achieve your career goals.

Work Environment And Culture

arenaflex is more than just a workplace – we're a team dedicated to making a positive impact in the lives of patients every day. Our culture is built on compassion, integrity, and excellence in everything we do. We understand that our employees are our greatest asset, and we strive to create an environment where everyone feels valued, supported, and empowered to do their best work.

You'll join a team of passionate professionals who share your commitment to patient care and customer service. We foster collaboration, open communication, and a supportive atmosphere where questions are encouraged and achievements are celebrated. Our team members consistently report high job satisfaction due to the meaningful nature of their work and the positive impact they have on patients' lives.

Compensation And Benefits

arenaflex is committed to providing competitive compensation and comprehensive benefits to all eligible employees. We recognize that our people are the key to our success, and we strive to offer packages that support your wellbeing both inside and outside of work.

Our Benefits Include:

• Generous Paid Time Off: Enjoy paid time off and paid holidays to maintain work-life balance


• Overtime Pay: Overtime pay for non-exempt hourly positions based on business needs


• Financial Recognition: Commission for Account Executives, bonus and incentive opportunities


• Vehicle Benefits: Fixed and variable rate car reimbursement for Area Managers and Account Executives


• Employee Perks: Employee discount program and employee recognition program


• Reimbursement Programs: Mileage reimbursement and telephone reimbursement (when applicable for the position)


• Retirement Savings: 401(k) plan to help you save for the future


• Health Coverage: Comprehensive Medical, Prescription, Dental, and Vision coverage


• Flexible Spending Accounts: HSA and FSA/Dependent Care FSA options


• Life and Disability Insurance: Life Insurance, Disability, Accidental death, Identity protection, and Legal services


• Mental Health Support: Meru Health Mental health and Mercer SmartConnect Medicare programs


• Chronic Condition Management: Livongo Diabetes and High Blood Pressure programs


• Healthcare Cost Savings: Healthcare Bluebook and RX Savings solutions programs


• Preventive Care: HEPB and TB vaccinations


• Employee Assistance Program (EAP): Confidential support for personal and professional challenges

Join Our Team Today

If you're ready to make a meaningful difference in the lives of patients while building a rewarding career in the healthcare industry, arenaflex is the place for you. We invite you to apply and join our team of dedicated professionals who are passionate about delivering exceptional patient care and customer service.

At arenaflex, every team member plays a crucial role in helping patients live healthier, more comfortable lives. Your skills, compassion, and dedication can make a real difference. Don't miss this opportunity to grow with a company that values its employees and is committed to your success.

Make the Right Move and Submit Your Resume Today!

The hiring manager reviews resumes and contacts applicants that have related experience to the applied position. All positions are posted for a minimum of 5 days, and positions remain open until filled with a qualified applicant. We appreciate your interest in arenaflex and look forward to potentially welcoming you to our team.

Equal Opportunity Employer

arenaflex is an equal opportunity employer of minorities, females, protected veterans, and individuals with disabilities. arenaflex recruits, employs, trains, promotes, transfers, and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy, or any other personal characteristic protected by applicable federal, state, and local laws governing nondiscrimination in employment in each locality where arenaflex has employees.