Introduction to blithequark
At blithequark, we are dedicated to providing high-quality medical products, services, and outstanding customer care to help patients lead more comfortable and productive lives. As a national leader in the healthcare industry, we empower patients to manage their health and treatment at home through our wide range of solutions, including ventilators, oxygen, sleep apnea treatment, wound care, diabetic solutions, and home medical equipment. With hundreds of locations across 45 states, we are committed to making a positive impact on the lives of our patients and their families.
Job Overview
We are seeking a dedicated and experienced Inbound Customer Service Representative to join our Sleep Central Inbound Call Center team. As a key member of our team, you will serve as the first line of contact for our sleep therapy patients, providing exceptional customer service, support, and education on our products and services. Your primary responsibility will be to handle inbound calls, process new orders, and ensure accuracy with product selection and utilization guidelines. You will also assist customers with basic sleep coaching, reinforcement of cleaning and routine equipment maintenance, and provide product expertise on various mask interfaces and assist with basic mask fit issues.
Key Responsibilities
- Act as a patient advocate to resolve questions or concerns in a timely and professional manner
- Collect patient and source information, and input data into our e-Intake system with high accuracy
- Complete thorough verification for products and services to ensure compliance with regulations and guidelines
- Develop and maintain a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA and JCAHO guidelines
- Develop and maintain a working knowledge of current products and services offered by blithequark
- Identify and resolve problems in a timely manner, using effective problem-solving skills and resources
- Make outbound calls as needed to collect patient data, and process related patient paperwork if assigned
- Manage all aspects of initial intake via high-volume inbound phone calls, using our e-Intake proprietary system to maintain accuracy and quality control
- Process tickets to ensure timely fulfillment of product orders, and provide basic technical customer service assistance for CPAP equipment
- Provide education to patients and location employees on CPAP supplies, and use effective communication skills to ensure questions and concerns are processed in a timely manner
Essential Qualifications
- High school diploma or GED equivalent required
- One to three years of related prior work experience in a team-oriented environment, preferably in the medical field or customer service
- Strong customer service background, with experience in handling customer inquiries and resolving issues in a professional and courteous manner
- Basic computer and internet skills, with ability to navigate our e-Intake system and other software applications
- Valid driver's license in state of residence with a clean driving record (if applicable)
- Ability to pass a background investigation, drug screen, and basic computer and internet skills test, as well as a typing test
Preferred Qualifications
- Experience in medical field and administrative record management, with knowledge of medical terminology and billing practices
- Knowledge of Durable Medical Equipment (DME) or Home Medical Equipment (HME), and experience with CPAP equipment and sleep therapy
- Strong knowledge of insurance policies and requirements, including Medicare, Medicaid, and private insurance
- Ability to communicate effectively in English, both oral and written, with physicians, employees, and patients
- Helpful, knowledgeable, and polite, with a positive attitude and ability to work independently and as part of a team
Skills and Competencies
- Effective communication and interpersonal skills, with ability to interpret a variety of instructions and communicate with patients, employees, and physicians
- Strong problem-solving skills, with ability to identify and resolve problems in a timely manner
- Ability to work in a fast-paced environment, with high volume of inbound calls and multiple priorities
- Strong attention to detail, with ability to maintain accuracy and quality control in data entry and customer interactions
- Ability to maintain confidentiality and practice discretion and caution when handling sensitive information
- Self-motivation, organization, and time-management skills, with ability to work independently and as part of a team
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As an Inbound Customer Service Representative, you will have opportunities to learn and grow with our company, with training and development programs to help you succeed in your role. You will also have the opportunity to work with a talented team of professionals who are passionate about providing exceptional customer service and making a positive impact on the lives of our patients.
Work Environment and Company Culture
Our company culture is built on a foundation of respect, integrity, and compassion. We value our employees and recognize the importance of their contributions to our success. As an Inbound Customer Service Representative, you will work in a fast-paced and dynamic environment, with a team of professionals who are dedicated to providing exceptional customer service. You will also have the opportunity to work from home, with flexible scheduling and a comfortable work environment.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, with opportunities for career growth and development. Our benefits include:
- Generous paid time off and paid holidays
- Overtime pay for non-exempt hourly positions based on business needs
- Commission for Account Executives
- Fixed and variable rate car reimbursement for Area Managers and Account Executives
- Employee discount program
- Employee recognition program
- Bonus and incentive opportunities
- Mileage reimbursement (when applicable)
- Telephone reimbursement (when applicable)
- EAP
- 401k
- Medical, Prescription, Dental, and Vision
- HSA and FSA/Dependent Care FSA
- Life Insurance, Disability, Accidental death, Identity protection, and Legal services
Conclusion
If you are a motivated and customer-focused individual who is passionate about providing exceptional service, we encourage you to apply for this exciting opportunity. As an Inbound Customer Service Representative with blithequark, you will have the opportunity to make a positive impact on the lives of our patients, while working in a dynamic and supportive environment. Apply now to join our team and start your career with blithequark today!
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