Experienced Healthcare Customer Service Expert – Remote Phone Intake Specialist

Join arenaflex, a highly-regarded Licensed Behavioral Health Center in Edmonds, Washington, as we continue to provide comprehensive, professional excellence in treatment and whole-person care for trauma, anxiety, depression, eating disorders, and substance use disorders for nearly 40 years. As a Healthcare Customer Service Expert, you will be the first point of contact for patients needing home healthcare services, working in a remote high-volume call center environment and receiving/responding to approx. 60-65 incoming calls per day from providers, referral sources, and patients.

About arenaflex

arenaflex is a faith-based private agency providing unique whole-person care through Partial Hospitalization (PHP) Day Treatment Programs for Mental Health and Substance Use, including Trauma and PTSD, Depression, Anxiety, Eating Disorders, and Substance Use and Co-Occurring Disorders. Led by Dr. Gregg Jantz, a pioneer of whole-person care and best-selling author of over 45 books on mental health topics, arenaflex is dedicated to providing compassionate and effective treatment to individuals and families affected by mental health and substance use disorders.

Job Summary

As a Healthcare Customer Service Expert, you will be responsible for collecting clinical and demographic information from patients and entering it into our arenaflex portal. You will work in a remote high-volume call center environment, receiving/responding to approx. 60-65 incoming calls per day from providers, referral sources, and patients. This role requires excellent empathy, patience, and attention to detail, as well as the ability to comply with all company policies, including HIPAA/PHI.

Responsibilities

* Receive and respond to approx. 60-65 incoming calls per day from providers, referral sources, and patients

• Collect clinical and demographic information from patients and enter it into our arenaflex portal
• Provide basic information and assistance to patients, as well as help with more complex requests
• Meet/exceed individual performance goals in the areas of Call Quality, Attendance, Adherence, and other Contact Center objectives
• Comply with all company policies, including HIPAA/PHI
• Work collaboratively with the arenaflex team to provide exceptional customer service and support

Qualifications

* High School Diploma or GED

• Minimum 2 years Customer Service experience in a call center environment
• Minimum 1 year of experience working in the healthcare or medical industry with medical terminology
• Ability to navigate dual monitors and multiple applications
• Intermediate keyboarding abilities (at least 30 WPM, data entry while active listening)
• Search Engine abilities (for example: use the mouse to click, troubleshooting, opening a browser, using a search engine, bookmarking a site, and navigating the use of back/forward buttons)
• Basic PC skills working with Microsoft Office including Word and Excel Spreadsheets, Outlook and Microsoft Teams to communicate and attend/schedule meetings

Skills and Competencies

* Excellent communication and interpersonal skills

• Ability to work in a fast-paced, high-volume call center environment
• Strong attention to detail and ability to maintain confidentiality
• Ability to work collaboratively with the arenaflex team to provide exceptional customer service and support
• Strong problem-solving and critical thinking skills
• Ability to adapt to changing priorities and deadlines

Work Environment and Company Culture

* 100% remote work environment

• Flexible scheduling to accommodate your needs
• Collaborative and supportive team environment
• Opportunities for professional growth and development
• Comprehensive benefits package, including Health, Dental, and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match
• Generous PTO, 401K Savings Plan, Paid Parental Leave, and more
• Advancement Opportunities, professional skills training, and tuition reimbursement
• Walgreens Discount - receive up to 25% off eligible items

Compensation and Benefits

* Starting Pay for external hires is $21.50 / hour + Monthly Incentive Bonus Opportunity

• Comprehensive benefits package, including Health, Dental, and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match
• Generous PTO, 401K Savings Plan, Paid Parental Leave, and more
• Advancement Opportunities, professional skills training, and tuition reimbursement
• Walgreens Discount - receive up to 25% off eligible items

Training and Nesting Period

* 4 to 6 weeks of training and nesting

• Monday to Friday, 9:00am to 5:30pm EST
• Opportunity to learn and grow with the arenaflex team

Available Shift

* Monday to Friday, 9:30am to 6:00pm EST

Internet Requirements

* Speeds: 2mb/10mb upload and 10mb/25mb download or higher

• High-speed Internet: Fiber or Cable connection required
• DSL, Satellite, Wireless, and Hotspot are prohibited due to poor connections
• Required to hardwire with an ethernet cable while working

How to Apply

If you are a motivated and compassionate individual with a passion for providing exceptional customer service, we encourage you to apply for this exciting opportunity. Please visit our website at www.aplaceofhope.com to learn more about arenaflex and our mission and vision. Apply now and join our team as a Healthcare Customer Service Expert – Remote Phone Intake Specialist! Apply for this job