Experienced Manager, Customer Service Operations – Remote Patient Engagement and Support

At arenaflex, we're dedicated to delivering exceptional patient care and support through our innovative Virtual Care and Remote Patient Monitoring solutions. As a key member of our team, you'll play a vital role in shaping the future of healthcare by leading our remote customer service team and driving operational excellence.

About arenaflex

arenaflex is a leading provider of Virtual Care and Remote Patient Monitoring solutions, empowering healthcare providers to deliver high-quality, patient-centered care at a distance. Our cutting-edge analytics platform and user-friendly interface integrate seamlessly into clinical workflows, ensuring frictionless consumer and patient experiences. With a focus on sustainability and scalability, we're committed to addressing social determinants of health and expanding access to care for individuals with chronic conditions.

Job Summary

We're seeking an experienced Manager, Customer Service Operations to oversee the daily operations of our remote customer service team in a healthcare-focused environment. As a key leader, you'll ensure exceptional patient engagement, adherence to key performance indicators (KPIs), and operational efficiency. This role requires strong leadership, team development, and problem-solving skills, with a passion for delivering high-quality support in a fast-paced environment.

Key Responsibilities

*

Team Leadership and Development:

+ Manage and lead a fully remote team of Customer Service Specialists and Team Leads, fostering a culture of engagement and professional growth. + Provide coaching, mentorship, and regular performance feedback to drive team performance and development. + Collaborate with HR, Training Department, and leadership to recruit and onboard new team members.

Operational Oversight:

+ Monitor team performance metrics, including registration rates, response times, and cancellation trends, ensuring goals are met. + Develop and refine workflows and processes to optimize operational efficiency and ensure compliance with healthcare standards, company policies, and data privacy regulations.

Technology Utilization:

+ Leverage tools like Genesys, or other call center phone systems, CRM platforms, and Microsoft Office Suite to manage operations and track team performance. + Provide input on technology enhancements to improve patient engagement and operational outcomes.

Process Improvement and Reporting:

+ Analyze key performance indicators and generate regular reports for leadership. + Lead initiatives to streamline workflows and enhance the patient experience. + Communicate updates on policies, procedures, and process changes to the team.

Client and Escalation Support:

+ Serve as a point of escalation for patient or client issues, ensuring prompt and effective resolution. + Build and maintain productive relationships with internal and external stakeholders.

Collaboration with Leadership:

+ Work closely with the Director of Service Operations to align team strategies with organizational objectives. + Contribute insights to strategic planning and team improvement discussions.

Competencies

* Proven experience managing teams in a remote environment.

• Strong leadership and team development skills.
• Proficiency with call center phone systems, Genesys phone system experience a plus, CRM platforms, such as ZenDesk, and Microsoft Office Suite.
• Excellent communication, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.

Qualifications

* Education: Bachelor's degree in Business Administration, Healthcare Management, or a related field, or equivalent work experience.

• Experience:

+ Minimum of 3 years managing customer service teams in a remote environment. + At least 3 years of experience in a healthcare-related customer service role.

• Skills:

+ Strong understanding of healthcare organization engagement and support workflows and patient engagement strategies. + Experience with telehealth, remote patient monitoring, or similar healthcare technologies is a plus.

Work Environment

* Fully remote position requiring a private dedicated home office setup.

• High-speed internet connection with the ability to connect via Ethernet.

Benefits

* Competitive salary range: $65,000 - $75,000

• 401(k) plan
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Why Join arenaflex?

At arenaflex, we're passionate about delivering exceptional patient care and support. As a member of our team, you'll have the opportunity to:

• Make a significant impact in the healthcare industry
• Work with a talented and dedicated team
• Develop your leadership and team development skills
• Enjoy a competitive salary and benefits package
• Collaborate with leadership to drive strategic planning and team improvement

How to Apply

If you're a motivated and experienced leader with a passion for delivering exceptional patient care and support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. Apply for this job