Rewritten Job Title:

Join arenaflex's Customer Service Team as an Experienced Customer Service Operations Supervisor

At arenaflex, we are committed to delivering exceptional patient access support and reimbursement services to our clients. As a Customer Service Operations Supervisor, you will play a vital role in leading our team of program staff in providing high-quality customer service, enrollment, and reimbursement activities. If you are a strategic leader with a passion for patient support programs, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a leading healthcare company dedicated to improving patient outcomes and enhancing the overall healthcare experience. Our team of dedicated professionals is passionate about delivering exceptional service and support to our clients and patients. As a Customer Service Operations Supervisor, you will be part of a dynamic team that is committed to excellence and innovation.

Key Responsibilities

• Lead program staff performing customer service, enrollment, and reimbursement activities, including benefit investigations, prior authorization assistance, copay enrollment, and other patient services.
• Oversee daily operations for patient access support contact center team of up to 15 team members, providing daily support to ensure team members can perform job responsibilities.
• Coach, teach, train, and mentor team members in a 100% remote setting, monitoring individual and team performance.
• Create and maintain Standard Operating Procedures and work instructions specific to the program.
• Coordinate and deliver recurring reviews of program metrics and dashboards, sharing results with internal and external senior leaders.
• Assess, test, and approve program changes, including those related to Information Technology, platform upgrades, and modifications to program business rules.
• Report system issues that can impact our client relationship management system (CRM) and/or productivity in a timely manner.
• Manage employee timecards and perform standard HR responsibilities as a people leader.
• Open job requisitions, conduct interviews, and provide personnel recommendations to senior leaders.
• Coordinate with senior leadership and Advice and Counsel Center to determine appropriate corrective action, not limited to termination when applicable.
• Continually monitor program adherence, quality, attendance, and address accordingly.
• Report Corrective and Preventative Actions in a timely manner.
• Coordinate with fellow supervisors and collaborate with business partners to provide effective responses and resolutions to complex program-related issues.
• Conduct recurring development-based 1x1s with team members focused on both performance and goal setting.
• Effectively manage time and independently prioritize work responsibilities to meet key deadlines.
• Maintain regular contact with client/3rd party partners by leveraging excellent verbal and written communication skills.
• Contribute to the building and presentation of quarterly business reviews to clients (either virtually or in-person).
• Proactively seek and implement process efficiencies to reduce team manual work.
• Host recurring team meetings to discuss updates, process changes, team SLAs/KPIs, QA, trends, etc.
• Work well independently and in a team setting by collaborating across different departments.
• Travel may be needed to perform duties up to 25%.

Qualifications

To be successful in this role, you will need:

• Bachelor's degree or equivalent work experience.
• 3-5 years of experience in a related field of patient support programs, preferably with previous management experience.
• Strong communication, presentation, and time management skills.
• Commitment to the continued development of oneself and team members.
• Advanced computer skills and proficiency in Microsoft Office, including Word, Teams, Outlook, PowerPoint, and Excel.

What We Offer

As a Customer Service Operations Supervisor at arenaflex, you will enjoy a competitive salary range of $65,500 - $93,550, as well as a range of benefits and programs to support your health and well-being, including:

• 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.

Why Join arenaflex?

At arenaflex, we value diversity of thought, experience, and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. We are an Equal Opportunity/Affirmative Action employer, committed to providing a welcoming and inclusive workplace for all employees.

How to Apply

If you are a strategic leader with a passion for patient support programs, we encourage you to apply for this exciting opportunity. Please submit your application as soon as possible, as the application window is anticipated to close on 12/06/2024.

Don't miss this opportunity to join arenaflex's Customer Service team and make a difference in the lives of our patients and clients. Apply now and take the first step towards a rewarding career with arenaflex!