**Job Title:** Part-Time Customer Service Associate – Multi-Channel Healthcare Support Specialist (Evenings & Weekends)

Join arenaflex: Where Compassionate Communication Meets Healthcare Excellence

Are you someone who thrives in fast-paced environments where your communication skills can make a real difference in people's lives? Do you have a passion for healthcare and the ability to remain calm and precise under pressure? If so, arenaflex invites you to join our dynamic team as a Part-Time Customer Service Associate supporting our telehealth operations, pharmacy partnerships, and patient care ecosystem.

At arenaflex, we believe that exceptional customer service is the backbone of quality healthcare delivery. Every interaction our team members have with patients, pharmacies, and partners directly impacts health outcomes and builds the trust that is essential in healthcare. We're not just looking for someone to answer phones or respond to emails—we're looking for a dedicated professional who understands that behind every ticket, every call, and every message is a person who needs guidance, reassurance, and timely assistance.

This is an exciting opportunity to be part of a growing healthcare technology company that is transforming how patients access care and how pharmacies operate within the modern healthcare landscape. You'll be working with cutting-edge systems and collaborating with cross-functional teams to ensure seamless operations across our partner network.

What You'll Do at arenaflex

As a Customer Service Associate at arenaflex, you'll be the vital link that keeps our healthcare ecosystem moving smoothly. Your role extends far beyond traditional customer support—you'll be an advocate for patients, a reliable partner for pharmacies, and a guardian of service level agreements. Here's what your daily responsibilities will look like:

Multi-Channel Communication Management

• Handle inbound and outbound contacts through email, phone, and our ticketing system with professionalism and efficiency


• Provide timely, clear, and compassionate updates to patients and partners regarding their inquiries


• Navigate complex conversations while maintaining a calm, friendly, yet concise communication style


• Ensure every interaction leaves the caller or correspondent feeling heard and supported

Issue Triage and Routing

• Utilize Jira and Slack to triage and route issues using our comprehensive tagging and escalation matrices


• Monitor multiple queues simultaneously and identify real-time risks that require immediate escalation


• Document all interactions meticulously in our internal systems to maintain a clear audit trail


• Collaborate with technical teams and operational leads to resolve complex issues promptly

Pharmacy and Prescription Support

• Resolve pharmacy and prescription-related questions, including receipt checks and resend requests


• Communicate with clinicians to clarify prescription details when necessary


• Guide patients and pharmacies through next steps with clear, actionable instructions


• Maintain deep familiarity with pharmacy workflows and partner requirements

Scheduling and Coordination

• Assist patients and partners with scheduling and rescheduling appointments on partner platforms and SteadyMD


• Send confirmations using approved language and templates


• Manage calendar changes and ensure all parties are informed of adjustments


• Coordinate with cross-functional teams to resolve scheduling conflicts

Documentation and Process Improvement

• Capture crisp internal notes and patient-facing summaries for every interaction


• Utilize internal macros to standardize replies and maintain consistency


• Propose new snippets and SOP updates when you identify patterns in customer inquiries


• Contribute to our knowledge base by documenting solutions and best practices

HIPAA Compliance and Security

• Protect patient privacy at every step by following strict HIPAA guidelines


• Perform identity verification for all patient interactions


• Apply the principle of least-necessary-information in all communications


• Operate exclusively within secure systems and maintain compliance with all healthcare regulations

Schedule and Coverage

We understand that work-life balance is essential, which is why we offer flexible scheduling within our posted shifts. Here's what you need to know about your schedule at arenaflex:

• Primary Schedule: Evening and weekend availability is required. Typical shifts include 4:00 p.m. – 9:00 p.m. CT on weekdays, with rotating Saturday and Sunday blocks.


• Flexibility: You'll have the ability to pick up additional hours anywhere within 6:00 a.m. – 11:59 p.m. CT to cover spikes in volume, product launches, team member PTO, or system outages.


• Training Schedule: The majority of training will be conducted Monday through Friday, roughly between 6:00 a.m. and 8:00 p.m. CT. There will be some evening and weekend shadowing sessions to ensure you're comfortable with the scenarios you'll encounter in your role.


• Schedule Visibility: Enjoy two to four weeks of schedule visibility, allowing you to plan your personal life around your work commitments.

Work Location and Setup

arenaflex embraces remote work, giving you the freedom to work from the comfort of your own home while still being an integral part of our team. However, due to partner contracts and regulatory requirements, this position requires you to work within the continental United States. Unfortunately, we cannot accommodate work performed outside U.S. territory.

Technical and Workspace Requirements:

• Company equipment will be provided, including all necessary hardware and software licenses
• You must have reliable high-speed internet with a minimum download speed of 25 Mbps and upload speed of 10 Mbps
• A private, HIPAA-suitable workspace is required—you must be able to take calls in a quiet, secure environment away from family members, roommates, or background noise
• You should have a dedicated workspace where you can store and handle confidential information securely

What We're Looking For

Essential Qualifications

• Experience: 3-5 years of customer support experience. Healthcare, telehealth, pharmacy, medical office, or insurance experience is highly preferred but not absolutely required


• Communication Skills: Strong written and verbal communication abilities with the capacity to explain complex information clearly and compassionately


• Composure: Must remain steady under pressure and maintain a friendly yet concise demeanor even in challenging situations


• Technical Proficiency: Comfortable navigating multi-system workflows, including HelpScout, Jira, Slack, and Google Workspace


• Attention to Detail: Highly detail-oriented with the ability to follow playbooks precisely while also identifying opportunities for improvement

Preferred Qualifications

• Previous experience in telehealth or digital health environments


• Familiarity with pharmacy operations, prescription processing, or medical billing


• Understanding of HIPAA compliance requirements


• Experience with ticketing systems like Jira or Zendesk


• Background in scheduling or calendar management in a healthcare setting

Note: No degree is required if your experience demonstrates a good fit for this role. We value practical skills and the right attitude just as much as formal education.

Skills and Competencies for Success

To excel as a Customer Service Associate at arenaflex, you'll need to bring a unique combination of technical abilities and interpersonal skills:

• Active Listening: The ability to truly hear what patients and partners are saying—not just the words, but the concerns behind them


• Empathetic Problem-Solving: You should be able to put yourself in the patient's shoes and find solutions that address both their practical needs and emotional concerns


• Time Management: Capable of managing multiple queues and prioritizing urgent issues without losing accuracy or attention to detail


• Adaptability: Comfortable with changing priorities and able to pivot quickly when new information or situations arise


• Documentation Excellence: Meticulous note-taking and documentation skills that ensure continuity of care and compliance requirements are met


• Collaborative Mindset: Willingness to work closely with cross-functional teams, share knowledge, and contribute to process improvement initiatives


• Tech Fluency: Quick learner who can navigate new systems and tools with ease

Career Growth and Learning Opportunities

At arenaflex, we invest in your professional development. This role offers more than just a job—it provides a pathway to grow your career in the rapidly expanding field of healthcare technology:

• Hands-On Telehealth Experience: Gain practical experience with telehealth operations, ticketing workflows, and cross-functional collaboration with clinical, technical, and operational teams


• System Proficiency: Become proficient in industry-standard tools including HelpScout, Jira, Slack, Google Workspace, and the SteadyMD platform


• Process Improvement Opportunities: Your insights matter. You'll have steady opportunities to propose SOP improvements and see your ideas implemented


• Clear Playbooks and Real-Time Coaching: Benefit from well-documented procedures and ongoing coaching from experienced team leads


• Career Advancement: This role serves as a strong foundation for advancement into team lead positions, quality assurance roles, training positions, or specialized support functions within arenaflex

Why arenaflex?

arenaflex is at the intersection of healthcare and technology, working to make quality care more accessible, efficient, and patient-centered. We partner with pharmacies, clinicians, and technology platforms to create a seamless healthcare experience for patients across the country. When you join arenaflex, you become part of a mission-driven team that genuinely cares about improving health outcomes.

We pride ourselves on fostering an environment where every team member feels valued, supported, and empowered to do their best work. Our culture emphasizes transparency, continuous improvement, and a patient-first approach in everything we do. You'll work alongside talented individuals who are passionate about healthcare and committed to excellence.

Ready to Make an Impact?

If you're a calm, precise communicator who thrives on helping others and excels in fast-paced environments, we want to hear from you. This is your opportunity to join a team where your skills truly matter and where you can grow both professionally and personally.

At arenaflex, we believe that great customer service is the foundation of great healthcare. Your ability to listen, empathize, and resolve issues will directly contribute to better patient experiences and stronger partnerships with the pharmacies and clinicians we support.

Apply today and take the first step toward a rewarding career where you can make a meaningful difference in healthcare—on your schedule.

We are an equal opportunity employer and encourage candidates from all backgrounds to apply.