Customer Experience Representative – Mom & Baby – Insurance‑Driven Home Health Products – arenaflex (Hybrid/Remote)

About arenaflex – Pioneering Home Health Solutions for Families

arenaflex is reshaping the home health products and equipment industry with a mission that puts people first. From new mothers navigating the challenges of postpartum recovery to healthcare providers seeking reliable, insurance‑backed solutions, arenaflex delivers innovative, high‑quality products and compassionate support. Recognized nationally for rapid growth, employee satisfaction, and community impact, arenaflex combines cutting‑edge technology with a heartfelt commitment to families across the United States.

Why This Role Matters

Our Mom & Baby division is a cornerstone of arenaflex’s portfolio, providing essential breast pumps, maternity compression garments, and lactation support services to expectant and new mothers. As a Customer Experience Representative, you will be the trusted liaison between arenaflex, patients, physicians, and insurance partners. Your ability to listen, solve problems, and guide families through the ordering process will directly influence health outcomes, customer satisfaction, and the company’s continued success.

Position Overview

This full‑time role is based in Asheville, NC. The first 90 days require on‑site collaboration at our Asheville office to immerse you in the team culture and operational workflows. After this onboarding period, you will transition to a fully remote work model, giving you flexibility while maintaining strong connections with colleagues and customers.

Key Performance Pillars

• Customer Service Excellence – Deliver empathetic, timely, and accurate assistance.
• Phone & Communication Metrics – Meet and exceed call‑handling, response‑time, and resolution standards.
• Gross Profit Contribution – Identify opportunities to upsell or cross‑sell appropriate products.
• Closing Percentage – Convert inquiries into confirmed orders while maintaining compliance.

Core Responsibilities

• Manage inbound calls and emails from patients, physicians, and insurance representatives, turning inquiries into qualified sales opportunities.
• Process and track nationwide orders for mom‑and‑baby items, ensuring accurate insurance verification and timely fulfillment.
• Conduct outbound outreach to follow up on pending orders, confirm product suitability, and provide education on usage and care.
• Assess each customer’s unique needs, recommend appropriate equipment, and guide them through the selection and sizing process.
• Maintain meticulous records of customer demographics, insurance details, and order histories within arenaflex’s CRM system.
• Collaborate with the sales, compliance, and logistics teams to resolve complex issues, troubleshoot equipment problems, and ensure seamless delivery.
• Document all interactions in compliance with HIPAA regulations and internal policies, safeguarding patient confidentiality at all times.
• Continuously monitor inventory levels, anticipate resupply needs, and proactively communicate product availability to customers.
• Participate in ongoing training sessions, product updates, and quality‑improvement initiatives to stay current on industry best practices.
• Adhere to all federal, state, and local regulations governing medical equipment sales, insurance billing, and patient privacy.

Essential Qualifications

• High school diploma or equivalent; some college coursework preferred.
• Minimum of 1 + year experience in a customer‑service or call‑center environment, preferably within healthcare or insurance‑related fields.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and comfort navigating CRM platforms.
• Demonstrated ability to handle high call volumes while maintaining a calm, solution‑focused demeanor.
• Strong written and verbal communication skills, with an emphasis on empathy and active listening.
• Self‑motivated, energetic, and capable of thriving both independently and as part of a collaborative team.
• Commitment to upholding HIPAA standards and protecting patient information.

Preferred Qualifications & Additional Skills

• Experience with insurance verification, prior authorization processes, or medical equipment ordering.
• Knowledge of lactation support products, maternity compression garments, or related home‑health devices.
• Ability to multitask, prioritize competing demands, and manage time effectively in a fast‑paced environment.
• Critical‑thinking aptitude with a track record of troubleshooting complex customer issues.
• Demonstrated reliability, strong work ethic, and a history of stable employment.
• Familiarity with compliance regulations beyond HIPAA, such as OSHA or state‑specific medical device statutes.

Skills & Competencies for Success

• Empathy‑Driven Service: Ability to connect with new and expectant mothers, understanding the emotional and physical challenges they face.
• Effective Communication: Clear articulation of product benefits, insurance processes, and troubleshooting steps.
• Organizational Mastery: Accurate data entry, diligent follow‑up, and systematic documentation.
• Technical Acumen: Quick learning of arenaflex’s product line, software tools, and compliance requirements.
• Resilience Under Pressure: Maintaining composure and delivering quality service during high‑stress periods.
• Team Collaboration: Working closely with sales, logistics, and compliance teams to achieve shared goals.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Customer Experience Representative, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned professionals.
• Ongoing product training, certification courses, and webinars on emerging home‑health technologies.
• Career pathways into senior sales, account management, compliance leadership, or operations management.
• Cross‑functional projects that broaden your skill set and increase visibility across the organization.
• Tuition reimbursement for relevant higher‑education pursuits.

Work Environment & Culture at arenaflex

Our Asheville office is a vibrant hub of collaboration, creativity, and community spirit. After the initial 90‑day on‑site period, you will transition to a remote work model that supports work‑life balance while preserving the camaraderie of a close‑knit team. arenaflex’s culture is built on:

• Inclusivity: A diverse workforce where every voice is heard and valued.
• Innovation: Encouragement to suggest improvements, experiment with new ideas, and drive continuous enhancement.
• Recognition: Regular acknowledgment of individual and team achievements through awards, shout‑outs, and performance bonuses.
• Community Engagement: Volunteer initiatives, charitable partnerships, and support for families in need.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to support your health, financial security, and personal well‑being:

• Starting hourly rate of $18, with performance‑based incentives and potential for salary growth.
• Comprehensive health, dental, and vision insurance options, including FSA and HSA plans.
• Life insurance coverage and a 401(k) plan with company match.
• Generous parental leave: 12 weeks for birthing parents and 4 weeks for non‑birthing parents, plus additional fertility stipends, free diapers, and a complimentary breast pump.
• Paid holidays, PTO accrual from day one, and flexible paid time off to accommodate life’s milestones.
• Employee Assistance Program (EAP) for mental‑health support, counseling, and financial guidance.
• Access to wellness resources, virtual fitness classes, and ergonomic home‑office stipends.
• Opportunities to earn recognition through arenaflex’s award programs, celebrating excellence in service, growth, and teamwork.

Recognition & Awards

arenaflex’s commitment to excellence has earned industry accolades, including:

• Best Place to Work award (national ranking).
• Family Forward Certified status for family‑centric policies.
• Home‑Medical‑Equipment (HME) Excellence Award.
• Sky‑High Growth Award for rapid expansion and market impact.

How to Apply

If you are ready to make a meaningful difference in the lives of mothers and babies while advancing your career with a forward‑thinking organization, we want to hear from you. Click the link below to submit your application and join the arenaflex family.

Apply Now – Become a Customer Experience Champion at arenaflex

Equal Opportunity & Inclusion Statement

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment where every employee can thrive. Discrimination or harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic is strictly prohibited.

Take the Next Step

Join arenaflex today and help families across the nation experience the confidence, comfort, and care they deserve. Your expertise, compassion, and drive will shape the future of home health services—one mother, one baby, one smile at a time.