Job Description
At arenaflex, we're dedicated to revolutionizing the way patients, pharmacies, and partners interact with our telehealth services. As a key member of our operations team, you'll play a vital role in ensuring seamless support experiences across multiple channels. If you're a calm, precise communicator with a passion for delivering exceptional customer service, we want to hear from you. **About arenaflex** arenaflex is a leading provider of innovative telehealth solutions, empowering patients to take control of their healthcare journey. Our mission is to bridge the gap between patients, healthcare professionals, and pharmacies, fostering a culture of collaboration and trust. With a strong commitment to customer satisfaction, we're seeking a skilled Customer Service Associate to join our team and help us achieve our vision. **Key Responsibilities** As a Customer Service Associate, you'll be responsible for providing top-notch support to patients, pharmacies, and partners through various channels, including email, phone, and ticketing. Your primary objectives will be to: * Handle inbound and outbound contacts via email, ticketing, and phone, ensuring timely and clear updates to all parties involved. * Triage and route issues efficiently using our tagging and escalation matrices in Jira and Slack, minimizing operational noise and protecting partner Service Level Agreements (SLAs). * Monitor queues and escalate real-time risks to prevent potential issues from arising. * Resolve pharmacy and prescription-related questions, including receipt checks, resend requests, and clarifications with clinicians, while communicating next steps to patients and pharmacies. * Assist with scheduling and rescheduling on partner or SteadyMD platforms, sending confirmations using approved language. * Capture crisp internal notes and patient-facing summaries, utilizing internal macros to standardize replies and propose new snippets or SOP updates when patterns emerge. * Protect patient confidentiality and adhere to HIPAA guidelines at every step, including identity verification, least-necessary-information, and secure systems. **Schedule & Coverage** As a part-time Customer Service Associate, you'll be required to work primarily during evenings and weekends, with the following schedule examples: * Primary: Evenings and weekends (4:00 p.m.–9:00 p.m. CT weekdays; Sat/Sun rotating blocks) * Flex: Ability to pick up additional hours anywhere within 6:00 a.m.–11:59 p.m. CT to cover spikes, launches, PTO, or outages * Training: Majority conducted Mon–Fri, roughly 6:00 a.m.–8:00 p.m. CT with some evening/weekend shadowing to cover scenarios you'll support **Work Location & Setup** As a remote employee, you'll have the flexibility to work from anywhere 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 be required to have: * Reliable high-speed internet * A private, HIPAA-suitable workspace **Requirements** To succeed 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 * Friendly yet concise communication style * Comfort with multi-system workflows, including HelpScout, Jira, Slack, and Google Workspace * Detail-oriented with a focus on following playbooks and improving them **No degree is required** if your experience demonstrates a good fit for the role. **Benefits** As a valued member of our team, you'll enjoy: * Flexible scheduling within the posted shifts * Two to four-week schedule visibility * Equipment provided * Skill growth: Hands-on experience with telehealth operations, ticketing, and cross-functional collaboration * Clear playbooks and real-time coaching * Steady opportunities to propose SOP improvements **Why Join arenaflex?** At arenaflex, we're committed to creating a supportive and inclusive work environment that fosters growth and development. As a Customer Service Associate, you'll have the opportunity to: * Work with a talented team of professionals passionate about delivering exceptional customer experiences * Develop your skills and expertise in telehealth operations, ticketing, and cross-functional collaboration * Contribute to the growth and success of a leading telehealth provider * Enjoy a flexible and remote work arrangement with a competitive compensation package If you're a motivated and customer-focused individual looking for a new challenge, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job