Customer Service & Wellness Liaison – Home Care Support Specialist for Pediatric & Geriatric Patient Families

About arenaflex – Compassionate Care at the Heart of the Community

arenaflex is a leading provider of home‑based health services, dedicated to delivering personalized, high‑quality care to both pediatric and geriatric populations. Our mission is rooted in the belief that every family deserves a trusted partner who understands the unique challenges of caring for loved ones at home. With a growing network of clinicians, caregivers, and support staff, arenaflex serves as a vital communication hub that connects patients, families, and healthcare professionals across the region. We pride ourselves on a culture of empathy, adaptability, and continuous improvement, ensuring that our services evolve alongside the needs of the communities we serve.

Why This Role Matters – The Impact of a Customer Service & Wellness Liaison

As a Customer Service & Wellness Liaison at arenaflex, you will be the first point of contact for families seeking home‑care solutions. Your role is pivotal in shaping the experience of patients and their caregivers, from the moment they call to schedule services through ongoing check‑ins that guarantee satisfaction and safety. By providing clear, compassionate communication and proactive follow‑up, you help families feel confident in the care plan, reduce anxiety, and contribute directly to better health outcomes.

Key Responsibilities – What You’ll Do Every Day

Proactive Inquiry Management

• Monitor all inbound inquiry channels—including phone, email, web forms, and social media—throughout each shift.
• Respond to each inquiry with a personalized greeting, acknowledging the caller’s needs and setting expectations for follow‑up.

Classification, Prioritization, and Routing

• Assess each contact and classify it into categories such as service request, employment inquiry, or general support.
• Prioritize urgent matters (e.g., immediate care needs, safety concerns) to ensure rapid resolution.
• Route inquiries to the appropriate department—clinical, billing, scheduling, or human resources—while maintaining clear communication with the caller.

Personalized Care Coordination

• Confirm the Start of Care (SOC) date and clearly explain the type of care that will be provided.
• Provide the arenaflex contact number for any follow‑up questions and outline the next scheduled check‑in (typically at 2, 4, and 6 weeks).
• Document all interactions in the designated Excel tracking sheet, noting next contact dates, concerns addressed, and any updates to the patient profile.

Outbound Outreach and Volume Management

• Make outbound calls to at least 600 patients per week, delivering timely reminders, gathering feedback, and confirming satisfaction.
• Balance call volume with quality, ensuring each conversation is thorough, empathetic, and solution‑focused.

Call Management and Issue Resolution

• Answer inbound calls promptly, using active listening techniques to understand the caller’s situation.
• Handle follow‑up calls with professionalism, documenting outcomes and escalating unresolved issues to senior staff when necessary.

Continuous Improvement & Team Collaboration

• Solicit post‑interaction feedback to gauge satisfaction and identify areas for service enhancement.
• Analyze trends in inquiry data to recommend process improvements that increase efficiency and patient happiness.
• Participate in weekly or bi‑weekly team meetings, sharing insights, best practices, and supporting colleagues in cross‑functional tasks.

Essential Qualifications – What You Need to Succeed

• 1–2 years of experience in a customer service, call‑center, or medical office receptionist role.
• At least 1 year of experience within a healthcare setting, preferably home‑care or hospice environments.
• Excellent verbal and written communication skills in English; bilingual abilities are a strong plus.
• Demonstrated problem‑solving and decision‑making capabilities, with a track record of handling complex inquiries.
• Ability to multitask, prioritize competing demands, and maintain composure under pressure.
• Proficiency with computer systems, Microsoft Office Suite, and experience using CRM or scheduling software.
• Typing speed of at least 40 words per minute.

Preferred Qualifications – Going the Extra Mile

• College coursework or an associate degree in health administration, communications, or a related field.
• Experience with pediatric or geriatric patient populations, understanding the unique concerns of each age group.
• Familiarity with electronic health record (EHR) platforms and data entry standards.
• Certification in customer service excellence (e.g., CCSP) or a related professional credential.

Core Skills & Competencies

• Empathy & Compassion: Ability to connect with families during stressful moments and convey genuine care.
• Active Listening: Capture details accurately, ensuring no critical information is missed.
• Organizational Acumen: Keep meticulous records, manage high call volumes, and meet weekly outreach targets.
• Technology Savvy: Navigate multiple software platforms simultaneously, troubleshoot basic technical issues.
• Team Orientation: Collaborate effectively with clinicians, administrators, and fellow support staff.
• Adaptability: Adjust quickly to evolving protocols, new service offerings, and shifting patient needs.

Career Growth & Learning Opportunities at arenaflex

arenaflex invests heavily in the professional development of its employees. As a Customer Service & Wellness Liaison, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned clinicians and operations leaders.
• Ongoing training workshops covering topics such as advanced communication techniques, healthcare compliance, and conflict resolution.
• Opportunities to cross‑train in related departments (e.g., scheduling, billing, clinical support), broadening your skill set and preparing you for future leadership roles.
• Tuition reimbursement for relevant coursework and certifications, encouraging continuous education.
• A clear career pathway that can lead to senior liaison, team lead, or operations management positions within arenaflex’s expanding network.

Work Environment & Culture – What It’s Like to Work at arenaflex

Our corporate office serves as the central hub for communication, fostering a collaborative atmosphere where every voice matters. Key cultural pillars include:

• Patient‑First Mindset: Every decision is guided by the well‑being of the families we serve.
• Inclusivity & Diversity: We celebrate a workforce that reflects the communities we support, ensuring a respectful and welcoming environment for all.
• Innovation: arenaflex encourages creative problem‑solving and the adoption of new technologies to improve care delivery.
• Work‑Life Balance: Flexible scheduling options and generous paid time off help employees maintain personal well‑being.
• Recognition & Celebration: Regular employee appreciation events, awards, and an active referral program recognize outstanding contributions.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage starting at $20 per hour, with performance‑based incentives and opportunities for salary growth. Our comprehensive benefits package includes:

• Medical, dental, and vision insurance with multiple plan options.
• 401(k) retirement plan with company match to help you build a secure future.
• Paid holidays, generous PTO, and paid orientation days.
• Employee referral program that rewards you for bringing talented friends into the arenaflex family.
• Access to wellness resources, including mental‑health support and employee assistance programs.

Equal Opportunity Employment

arenaflex is committed to providing equal employment opportunities to all applicants and employees. We prohibit discrimination and harassment of any type, regardless of race, color, religion, age, sex, national origin, disability, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.

How to Apply

If you are passionate about delivering compassionate support to families navigating home‑care challenges, we invite you to join arenaflex’s dedicated team. Click the link below to submit your application and begin a rewarding career that makes a real difference every day.

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