Experienced Customer Service Associate (Part-Time) – Telehealth Operations Support
At arenaflex, we're dedicated to delivering exceptional patient care and support to our partners across the healthcare industry. As a Customer Service Associate, you'll play a vital role in ensuring seamless communication and issue resolution across multiple channels, including email, phone, and ticketing. If you're a calm, precise communicator with a passion for delivering top-notch customer service, we want to hear from you.
About arenaflex
arenaflex is a leading provider of innovative healthcare solutions, committed to empowering patients, pharmacies, and partners with cutting-edge technology and personalized support. Our team is driven by a shared passion for improving healthcare outcomes and delivering exceptional customer experiences. As a part of our team, you'll have the opportunity to make a meaningful impact and contribute to the growth and success of our organization.
Key Responsibilities
As a Customer Service Associate, you'll be responsible for:
- Handling inbound and outbound contacts via email, ticketing, and phone, providing timely and clear updates to patients, pharmacies, and partners.
- Triage and route issues in Jira and Slack using our tagging and escalation matrices, ensuring that issues are resolved efficiently and effectively.
- Monitoring queues and escalating real-time risks to ensure that our partners receive the support they need.
- Resolving pharmacy and prescription questions, including receipt checks, resend requests, and clarifications with clinicians, and communicating next steps to patients and pharmacies.
- Assisting with scheduling and rescheduling on partner or arenaflex platforms and sending confirmations using approved language.
- Capturing crisp internal notes and patient-facing summaries, using internal macros to standardize replies and proposing new snippets and SOP updates when patterns are identified.
- Protecting HIPAA at every step, including identity verification, least-necessary-information, and secure systems.
Schedule & Coverage
As a part-time Customer Service Associate, you'll work a variety of shifts, including evenings and weekends. Your primary schedule will be:
- Evenings: 4:00 p.m. – 9:00 p.m. CT, weekdays
- Weekends: Rotating blocks of time, including Saturdays and Sundays
You'll also have the flexibility to pick up additional hours anywhere within 6:00 a.m. – 11:59 p.m. CT to cover spikes, launches, PTO, or outages.
Training & Onboarding
The majority of your training will be conducted Monday – Friday, roughly 6:00 a.m. – 8:00 p.m. CT, with some evening and weekend shadowing to cover scenarios you'll support.
Work Location & Setup
As a remote employee, you'll work from the comfort of your own home within the continental United States. Due to partner contracts, work cannot be performed outside U.S. territory. arenaflex will provide company equipment, and you'll need to have reliable high-speed internet and a private, HIPAA-suitable workspace.
Requirements
To be successful in this role, you'll need:
- 3-5 years of experience in customer support, preferably in healthcare, telehealth, pharmacy, medical office, or insurance.
- Strong written and verbal communication skills, with the ability to remain calm and composed under pressure.
- Comfort with multi-system workflows, including HelpScout, Jira, Slack, and Google Workspace.
- Attention to detail and a commitment to following playbooks and improving them.
No degree is required if experience demonstrates a good fit.
Benefits
As a Customer Service Associate at arenaflex, you'll enjoy:
- Flexible scheduling within the posted shifts, with two to four-week schedule visibility.
- Equipment provided, including company-issued devices and software.
- Skill growth opportunities, including hands-on experience with telehealth operations, ticketing, and cross-functional collaboration.
- Clear playbooks and real-time coaching, with steady opportunities to propose SOP improvements.
How to Apply
If you're a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply to this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job