Experienced Customer Service Specialist – Healthcare and Legal Industry Expert

At arenaflex, we're revolutionizing diagnostics with cutting-edge technology, making it faster, more accessible, and transparent for patients and healthcare providers. Our innovative approach has garnered significant attention, with over $70m in VC funding and a growth trajectory of over 100% YoY. As we continue to scale, we're seeking an exceptional Customer Service Specialist to join our world-class customer operations team.

About arenaflex

arenaflex is a digital health scale-up dedicated to making diagnostics more efficient and effective. Our portfolio of brands caters to both patients and providers, offering a range of solutions that simplify booking scans, scheduling appointments, and streamlining workflows. With a focus on patient-centric care, we're committed to delivering timely and accurate diagnoses, improving healthcare outcomes for hundreds of patients daily.

Your Role at arenaflex

As a Customer Service Specialist, you'll be the primary point of contact for patients, providers, and attorneys, ensuring clear, professional, and empathetic communication throughout their journey. Your key responsibilities will include:

• Providing detailed updates to providers and attorneys on patients regarding appointment scheduling, confirmations, and rescheduling statuses
• Scheduling appointments for patients as required
• Ensuring timely follow-ups with patients to minimize no-shows and handle any escalations
• Coordinating the timely delivery of scan reports, imaging records, and lien forms to attorneys
• Serving as the primary contact for attorney and provider inquiries, ensuring accuracy and professionalism in all interactions
• Managing and prioritizing communications across phone, email, and text, ensuring prompt and accurate responses
• Updating and maintaining accurate records of all interactions in our internal database and other communication tools
• Collaborating with sales, scheduling, interops, and AR teams to resolve issues and provide seamless service
• Adhering to and exceeding service-level agreements (SLAs) for response times and follow-ups
• Documenting and escalating recurring issues to the management team and proposing and implementing process improvements across every interaction

Top 5 Things We Want You to Achieve in Your First Year

* Build strong relationships with patients, providers, and attorneys by ensuring all communication (calls, emails, and texts) is clear, professional, and timely

• Implement effective follow-up strategies to decrease patient no-show rates by at least 10%
• Become highly proficient in all communication tools (e.g., Front, Dialpad) and scheduling systems to streamline workflows
• Handle the delivery of appointment details, imaging reports, and lien forms to customers with 98%+ accuracy
• Collaborate effectively with internal teams (e.g., scheduling, interops, sales) to resolve issues and improve overall workflows

What You Might Bring to the Table

* Experience in a fast-paced customer service or communications role, ideally in a healthcare or legal environment

• Excellent communication skills, with the ability to effectively communicate across various platforms (phone, email, chat) with patients, providers, and attorneys
• Attention to detail and accuracy in all communications and documentation
• Proactive approach to identifying issues and collaborating with cross-functional teams to implement solutions
• Self-starter mentality, with the ability to effectively manage multiple tasks and priorities to meet deadlines and SLAs
• Experience using CRM systems, scheduling software, telephony platforms (e.g., Dialpad), and other communication tools

Our Interview Process

We keep our interview process short and sweet, and we're a nimble team that can progress at pace. Here are the stages you can expect:

• Introductory call/interview with Sam, our Senior Talent Partner
• In-person interview with our VP of Operations and one of our Operations Leaders
• Small assessment stage (in person, take-home assessment, or further video calls)
• Offer!

Benefits

We go beyond the basics with our benefits package. Here's what you can expect:

• Salary range of $50,000 - $55,000
• 401k
• Healthcare, Vision and Dental
• All the equipment needed for you to do your role effectively
• Flexible working
• Remote or hybrid working options
• Personal Development budgets
• 18 days PTO plus public holidays
• 10 paid sick days
• Inclusive policies designed by our team, for our team

Diversity at arenaflex

arenaflex is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences. We look forward to receiving your application! Apply Job! Apply for this job