Experienced Customer Service Operations Supervisor – Remote Patient Access Support Team

At arenaflex, we're committed to delivering exceptional patient experiences through our innovative customer service solutions. As an Experienced Customer Service Operations Supervisor, you'll play a vital role in leading our inbound and outbound patient access support team, ensuring seamless interactions with patients, clients, and internal stakeholders. If you're passionate about driving operational excellence, fostering a culture of inclusivity, and promoting employee growth, we invite you to join our dynamic team.

About arenaflex

arenaflex is a leading healthcare solutions provider dedicated to empowering patients, caregivers, and healthcare professionals with innovative technologies and services. Our mission-driven organization is built on a foundation of integrity, accountability, inclusivity, and innovation. We're committed to creating a workplace where diverse perspectives and experiences thrive, driving better outcomes for our customers and communities.

Responsibilities

As an Experienced Customer Service Operations Supervisor, you'll oversee a team of 70+ members, ensuring the delivery of exceptional patient experiences through our customer service, enrollment, and reimbursement activities. Your key responsibilities will include:

• Collaboratively overseeing daily operations for the patient access support team, including inbound and outbound calls, emails, and chats
• Maintaining development and training goals for team members in a 100% remote setting, fostering a culture of continuous learning and growth
• Creating and maintaining Standard Operating Procedures and work instructions specific to the program, ensuring compliance with regulatory requirements and arenaflex policies
• Conducting regular reviews of program metrics, reporting results to senior leadership, and identifying opportunities for process improvements
• Testing, solving, and approving program changes, including those related to Information Technology, platform upgrades, and modifications to program business rules
• Handling employee timecards, including creation, editing, and approval, in accordance with time-keeper manager responsibilities and HR guidelines
• Conducting biweekly, monthly, and quarterly 1x1s with team members, providing effective coaching and feedback on performance improvement and goal setting
• Collaborating with internal business partners to resolve complex program-related issues, ensuring timely and effective responses to customers and stakeholders
• Effectively managing time and prioritizing work responsibilities to meet key deadlines, as assigned by your manager
• Maintaining daily contact with clients and 3rd-party partners, leveraging excellent verbal and written communication skills to build strong relationships and resolve issues

Qualifications

To succeed in this role, you'll need:

• A Bachelor's degree or equivalent work experience
• 3-5 years of experience in a related field, preferably in customer service or operations management
• Previous management experience, with a proven track record of leading high-performing teams
• Strong communication and presentation skills, with the ability to effectively engage with diverse stakeholders
• A commitment to the continued development of yourself and your team members, fostering a culture of growth and inclusivity

Training and Work Schedules

Your new hire training will take place from 8:00am-5:00pm CST, with mandatory attendance required. This position is full-time (40 hours/week), with flexibility to work any of our shift schedules during normal business hours (Monday-Friday, 7:00am-7:00pm CST).

Remote Work Details

As a remote employee, you'll work from a dedicated, quiet, private, distraction-free environment with access to high-speed internet. arenaflex will provide you with the necessary computer, technology, and equipment to perform your job successfully. However, you'll be responsible for providing high-speed internet, meeting the following requirements:

• Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location
• Ensure a download speed of 15Mbps (megabyte per second)
• Maintain an upload speed of 5Mbps (megabyte per second)
• Ensure a ping rate maximum of 30ms (milliseconds)
• Hardwire the router to the internet connection
• Use a surge protector with Network Line Protection for CAH-issued equipment

Compensation and Benefits

arenaflex offers a competitive salary range of $65,500 - $93,550, with opportunities for growth and development. Our benefits package includes:

• Medical, dental, and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before payday with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

Application Window

The application window for this opportunity is anticipated to close on 02/11/2025. If you're interested in joining our team, please submit your application as soon as possible.

Diversity, Equity, and Inclusion

arenaflex is an inclusive workplace that values diversity of thought, experience, and background. We celebrate the power of our differences to create better solutions for our customers, ensuring employees can be their authentic selves each day. We're committed to creating a workplace where everyone feels valued, respected, and empowered to succeed.

Equal Opportunity/Affirmative Action Employer

arenaflex is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status, or any other status protected by federal, state, or local law.

Apply Now

If you're passionate about delivering exceptional patient experiences and driving operational excellence, we invite you to apply for this exciting opportunity. Please submit your application through our website, and join our team of dedicated professionals who are shaping the future of healthcare. Apply for this job